Because every Raavo piece is cut and built for you, our policy is different from a shop selling stock. Here is exactly what happens in each case.
1. Cancelling an order
- Within 24 hours of paying your advance: full refund of the advance.
- After 24 hours: the wood has usually been cut for your piece, so the advance is non-refundable. We will always talk to you first and look for a fair solution, for example moving the advance to a different piece.
- If we cancel (for example we cannot build the design safely, or we cannot deliver to your address), you get a full refund.
- If we are more than 15 working days late beyond the maximum production time shown, you may cancel for a full refund.
2. Changing an order
Polish and fabric changes are usually fine until finishing starts. Size or wood changes after cutting may not be possible or may change the price. Message us as early as you can.
3. Checking on delivery
Our team assembles your piece at home. Please check it while they are there, before paying the balance. If something is wrong (damage, a defect, or it does not match your order), tell the team before you pay. Note it on your delivery slip and we will put it right.
4. Defects & damage
If there is a manufacturing defect or delivery damage, we will repair it at your home or in the workshop, or rebuild the part, at no cost. If a problem appears later, message us on WhatsApp and we will help.
5. Returns
As pieces are made to your specification, we cannot accept returns for change of mind once a piece has been delivered as ordered. This does not affect your rights if a piece is defective or not as described.
6. How refunds are paid
Refunds are paid by bank transfer to an account in the name of the person who paid, within 7 working days of being agreed. Send us your account title and IBAN on WhatsApp.
