Returns Policy

At rainco we want you to love your tapware. If something isn't right, this page explains exactly how, when and under what conditions you can return an item. Please read it carefully before requesting a return.

This policy covers change-of-mind returns. Faulty, damaged or incorrectly supplied items are handled separately under our Warranty & Australian Consumer Law rights (see the "Damaged, Faulty or Incorrect Items" section below).

When your return window starts

All timeframes in this policy are counted from the date you receive your order — not the date you placed it.

We do this because some products are available on pre-order or may ship on different timelines, so your return window only begins once the goods are actually in your hands (as confirmed by the delivery tracking).

Change-of-Mind Returns

If you've simply changed your mind, ordered the wrong item, or no longer need your purchase, you may return eligible items according to the timeframes below.

Refunds and credits are for the value of the product(s) returned only. Original shipping charges are non-refundable, and return shipping is always the customer's responsibility (see "Return Shipping" below).

Sale & Clearance Items

Items purchased during a sale or clearance period have a strict 30-day return window from the date you receive your order.

• Within 30 days: returnable in line with the condition requirements below.
• After 30 days: not accepted under any circumstances.

This shorter window applies to any product bought at a reduced or clearance price and replaces the standard change-of-mind timeframes above for those items.

Condition Requirements — Please Read Before Returning

To be accepted, every returned item must be in brand-new, fully resalable condition. This means the product must be:

• Unused and uninstalled. Once an item has been installed or used, it can no longer be resold and will not be accepted as a change-of-mind return.
• In its original, undamaged packaging, with all components, fittings, instructions and accessories included.
• Free from any scratches, marks, dust, or wear.
• In packaging that is intact — not ripped, written on, marked, taped over, or otherwise damaged.

If a returned item arrives back to us scratched, dusty, used, installed, or in damaged packaging — or in any condition that prevents us from reselling it as new — the return will be rejected. Rejected items will be shipped back to you at your own cost, and no refund or credit will be issued.

We strongly recommend inspecting your item without installing it, and repacking it carefully in its original packaging before sending it back.

Items That Cannot Be Returned

The following are not eligible for change-of-mind returns:

• Installed or used products (see Condition Requirements above).
• Custom-made, made-to-order, or special-order items.
• Sale or clearance items returned after the 30-day window.
• Any item returned in non-resalable condition.
• Any item returned after 120 days (or after 30 days for sale/clearance items).

Return Shipping

Return postage is always the customer's responsibility. This applies to all change-of-mind returns, regardless of the timeframe.

• You are responsible for arranging and paying for return shipping.
• We strongly recommend using a tracked and insured service — RainCo is not responsible for items lost or damaged in transit back to us. If a return is lost or arrives damaged, we cannot issue a refund or credit.
• If a returned item is rejected for not meeting our condition requirements, you are responsible for the cost of having it returned to you.

How to Request a Return

1. Complete the return request form on our website with your order number, the item(s) you'd like to return, and the reason for your return.
2. Our team will review your request and get back to you to confirm whether your item is eligible, along with return authorisation and instructions, including the return address.
3. Do not send anything back before we've authorised your return. Unauthorised returns arrive with no paperwork and may be lost or unable to be matched to your order at our warehouse — meaning no refund or credit can be issued.
4. Once authorised, clearly tag or label your returned product with your order number and return authorisation details so it can be easily recognised and processed when it reaches us.
5. Pack the item securely in its original packaging and send it back using a tracked, insured service.

Refunds & Store Credit

• Once we receive and inspect your returned item, we'll process your refund or store credit within 10 business days.
• Refunds are issued to your original payment method. Depending on your bank or card provider, it may take several additional business days for the funds to appear.
• Store credit is issued as a code that can be applied to any future order and does not expire.
• We will notify you by email once your return has been assessed and processed.
• If your return does not meet the eligibility or condition requirements, we'll contact you before returning the item to you at your cost.

Damaged, Faulty or Incorrect Items

The timeframes and conditions above apply to change-of-mind returns only. They do not limit your rights if an item arrives damaged, is faulty, or is not what you ordered.

• Inspect your order as soon as it arrives. If any item is damaged in transit, or you've received the wrong item, you must notify us as soon as you receive your order at hello@rainco.com.au, including your order number and clear photos of the item and its packaging. Prompt reporting allows us to resolve the issue quickly and lodge any freight claims.
• Faulty products are covered under our Warranty — please refer to our Warranty Policy for coverage details, timeframes and the claims process.
• Do not install an item you believe is damaged or faulty, as this may affect how the issue is resolved.

Your Rights Under the Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These consumer guarantee rights apply regardless of the change-of-mind timeframes set out above.

Questions?

If you're unsure whether your item qualifies, or you need help with a return, get in touch before sending anything back:

Email: hello@rainco.com.au
Hours: Monday–Friday, 9am–5pm (AEST)

We're happy to help.