Refund policy
REFUND, RETURNS AND EXCHANGES POLICY
Last updated: 24 September 2026
This policy sets out the conditions applicable to returns, withdrawals and refunds for products purchased from Raïsha, operated by RAZALAE.
1. Withdrawal period
Under the provisions applicable to distance sales, you generally have 14 days from receipt of your order to exercise your right of withdrawal without having to give a reason.
Where several goods from the same order are delivered separately, the starting date of this period is determined in accordance with applicable law.
To exercise your right of withdrawal, contact us before this period expires at:
Your request must identify the relevant order and clearly express your intention to withdraw.
You may also use the model withdrawal form available on our website.
2. Deadline for returning the product
After notifying us of your decision to withdraw, you have a maximum of 14 days to send back the relevant product or products.
Return instructions and the return address will be provided when your request is processed, where necessary.
Do not send a return to an address other than the one provided for processing your return.
3. Condition of returned products
You may handle the product to the extent necessary to establish its nature, characteristics and functioning.
The product must be properly protected for return transport.
You may be liable for any diminished value resulting from handling beyond what is necessary to establish the product's nature, characteristics and functioning.
Where possible, we recommend returning the product with its original packaging and accessories to facilitate processing.
This recommendation does not limit your statutory right of withdrawal.
4. Return costs
Unless Raïsha has made an error, the product is defective or the law requires the seller to cover the costs, the direct costs of returning goods when exercising the right of withdrawal are borne by the customer.
We recommend using a shipping method that provides proof of posting and, where appropriate, parcel tracking.
5. Non-returnable products
The right of withdrawal does not apply in situations excluded by law.
Where the legal requirements are met, these may include:
products made to the customer's specifications or clearly personalised;
certain products unsealed after delivery which cannot be returned for hygiene or health protection reasons;
other product categories expressly excluded from the right of withdrawal under applicable law.
Where an exception applies to a product offered by Raïsha, the customer is informed in accordance with applicable legal requirements.
Purchasing a product on sale or at a promotional price does not, in itself, remove the statutory right of withdrawal.
6. Damaged, defective or incorrect products
If your order arrives damaged, a product is defective or you receive a product different from the one ordered, contact us as soon as possible at:
Ideally, include:
your name;
your order number;
the relevant product;
a description of the problem;
photographs showing the problem, where helpful.
We will review your request and explain the applicable solution.
This procedure does not limit your rights under statutory warranties.
Where a product is found not to conform in accordance with the law, the costs necessary to bring it into conformity are not borne by the consumer.
7. Exchanges
If you would like another size, colour or product, contact us at:
The possibility of an exchange depends, in particular, on the availability of the requested product.
If an exchange is not possible, you may return the relevant product and place a new order where the requirements for exercising the right of withdrawal are met.
Exchanges offered as a commercial gesture are separate from consumers' rights under statutory warranties.
8. Refunds
When you validly exercise your right of withdrawal, we refund the amounts due in accordance with applicable law.
The refund includes the price of the relevant product or products and, within the limits provided by law, the standard delivery costs originally charged.
If you expressly chose a delivery method more expensive than the standard delivery offered, the additional amount is not refunded.
The refund is made no later than 14 days from the date on which you informed us of your decision to withdraw.
However, we may withhold the refund until we receive the product back or you provide evidence that it has been sent back, whichever occurs first.
Unless you expressly agree to another solution, the refund is made using the same payment method as the original order.
Once Raïsha has issued the refund, the time needed for the amount to appear in your account may depend on your bank or payment provider.
9. Cancelling an order before dispatch
If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible at:
We will do our best to process your request before dispatch.
However, we cannot guarantee that an order can be stopped once preparation or dispatch is already underway.
If the order has already been dispatched, you may exercise your right of withdrawal where applicable.
10. Statutory warranties
This policy does not limit consumers' statutory warranties.
The relevant products benefit, in particular, from the statutory warranty of conformity under Articles L.217-3 et seq. of the French Consumer Code.
Consumers may also benefit from the warranty against hidden defects under Articles 1641 et seq. of the French Civil Code where its requirements are met.
These warranties apply independently of this commercial returns policy.
11. Contact
For any request concerning a return, refund, exchange or a problem with a product:
RAZALAE – Raïsha
99 avenue Achille Peretti
92200 Neuilly-sur-Seine
France
Email: contact@raisha.fr