Refund policy

 

***REFUNDS, RETURNS, AND EXCHANGES POLICY***

Thank you for supporting the Reteti merchandise store! 

We are committed to ensuring your satisfaction with every purchase. Please review the following policy carefully to understand your rights and obligations regarding refunds, returns, and exchanges.

 

NOTE: 

Starting 1st July, US/CAN/EU customer/receivers need to be responsive and available to pay taxes when contacted by DHL on mail or phone.

 

US and Canada have a 10 days notice to return the shipment back to sender if you do not respond on time with the required clearance paperwork and taxes. 

 

For Items Shipped from Printful: 

Return Policy

Any claims for misprinted/damaged/defective items must be submitted to our production partner Printful's warehouse within 2 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on the part of Printful are covered at their expense.  In this case, the return address is set by default to the Printful facility (see your receipt for details). Once Printful receives your returned shipment, an automated email notification will be sent to you to confirm receipt of the product.
Note:  Unclaimed returns get donated to charity after 4 weeks.

Reasons for Returns

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to the originating Printful facility.  You will be liable for reshipment costs once they have confirmed an updated address with you.

Unclaimed – Shipments that go unclaimed are returned to the originating Printful facility and you will be liable for the cost of reshipment.

Other returns – We do not refund orders for buyer’s remorse or size exchanges. Please contact shop@reteti.org if either of these are the reason for your return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@reteti.org. Please note that returns will need to be sent to the following addresses: 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at shop@reteti.org.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@reteti.org

For Items Shipped from Nanyuki Office:

***Orders are only processed on Tuesdays only***

Refunds

If your purchase is defective, we offer a 30-day money-back guarantee. To initiate a refund, please return the item in its original condition along with the proof of purchase within 14 days of delivery. Once we receive and inspect the returned item, we will process your refund within 14 days.

Returns

Reasons for Returns:

1. Wrong Address -  If you provide an insufficient address, the shipment will be returned to the Printful facility. You will be liable for reshipment costs once an updated address is confirmed.

2. Unclaimed - Shipments that go unclaimed are returned to the Printful facility, and you will be liable for the cost of reshipment. 

3. Other Returns - We do not refund orders for buyer’s remorse or colour and size exchanges.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at [shop@reteti.org]. Returns must be sent to the following addresses:

United States:

Reteti Elephant Sanctuary  

c/o The Sarara Foundation  

1031 33rd Street Denver  

CO 80205  

US

OR

Kenya:

Reteti Elephant Sanctuary  

c/o The Sarara Foundation  

A2, Nanyuki  

Kenya

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back without prior authorisation will not be accepted.

 

*Note: We do not accept returns on sale items or gift cards.*

When trying an item on, please ensure you're not wearing makeup, fragrance, or deodorant that may affect the item.*

 

Damages and Issues

Inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can address the issue promptly.

 

Exceptions/Non-returnable Items

Certain items cannot be returned, including perishable goods, custom products, and personal care goods. Please contact us if you have concerns about your specific item.

Exchanges

Please note that items returned without prior authorisation may not be eligible for a refund or exchange.

European Union 14-Day Cooling Off Period

When the merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and inform you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please allow time for your bank or credit card company to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at [shop@reteti.org].

If you have any questions or concerns, our customer service team at [shop@reteti.org] is here to assist you throughout the process.

 

Thank you for your understanding!