Refund policy

Returns & Exchanges

Our policy lasts 14 days. Just contact us within 14 days of receiving your item to arrange the return of the item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Full T&Cs for eligible returns can be found below.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

We do not give out full refunds or replacements for items used for more than 30 days or have been used in a way they were not designed for.

Postage costs are non-refundable.

We do not offer free postage for returns.

Contact us via email sales@ravenforge.com

 

Non-returnable items: 

Custom-made or Customised Items can not be exchanged or returned for a refund.

There are certain situations where only partial refunds are granted (if applicable): 

• Any item not in its original condition, is damaged or missing parts for reasons not due to no fault of ours.
  
• Order is returned to us by no fault of our own such as being provided with the incorrect address by the customer or item not having been picked up from the collection office. In this case you will only receive a refund of the cost of the item minus the cost of the postage as was charged to us and the cost of the packaging materials and time payment for the initial shipping. If an item was purchased during a sale the same will apply but with store credit instead of a refund.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. It may take up to 14 days for an order to be checked and refunded.

Late or missing refunds  

If you haven’t received a refund yet, first check your bank account again. 

Next contact your bank. There is often some processing time before a refund is posted. 

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@ravenforge.com

Sale/Discounted items  

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Store credit can be given for the amount the item has been purchased for.

Exchanges  

We are always happy to replace items if they are defective or damaged. If you need to exchange it for the same item, email us on sales@ravenforge.com then package it as it was received and mail your Item to: Raven Forge, Unit 6 & 7, Riparian Court, Riparian Way, Cross Hills, BD20 7BW, United Kingdom. Please remember to include a note inside with your order number so we know who has sent it. We do not cover the cost of the item you're returning to us, however we won't charge for the delivery of your replacement either by our normal shipping method.

If you have ordered something in the wrong size and we are able to exchange it (non-custom made items only subject to available stock. Custom made or made to order/size items cannot be exchanged) then postage will have to be covered by you. A link will be provided to be able to do so.

Shipping Returns & Exchanges

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning an item, you should consider using a shipping service which is tracked or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. We cannot issue refunds without receiving the order back.

Drinking Horns

Drinking Horns are made out of natural materials and are crafted by hand. As such they can present some marks from the crafting process or the life of the animal. Items that are leaking or having been smashed in transport (despite the great work from our packing team) are considered damaged and therefore eligible for exchanges. If you decide you are not happy with the item, you can return your drinking horn for a refund under the 14 day refund condition, subject to the same terms. 

Leathers and Hides

All our Leather and hides (including mantles) are made out of natural materials that vary in size, shape and texture. Despite our best efforts to ensure that they are of the highest quality leathers and hide there may be some small imperfections from the crafting process or the life of the animal  If you decide you are not happy with the item, you can return your leather/hide product for a refund under the 14 day refund condition, subject to the same terms. 

Wrong address supplied

You as a buyer are responsible for providing us with your correct address. Should you provide us with the wrong address and contact us after the item has been shipped, you will not be entitled to a refund or re-shipping unless the item is returned to us. Upon the item being returned you will be responsible for paying shipping fees to have the item re-shipped.

 

Discount Codes

Discount codes must be entered correctly at the time of purchase. We do not offer retroactive refunds for the customer's failure to enter the code in the correct place at the time of ordering. If you are having an issue with a code, please contact us via email sales@ravenforge.com before purchase. It is the customer's responsibility to enter the code pre-purchase and we assume no responsibility or offer refunds for failure to do so.

Free Items 

Free Items will only be added to orders made on the specified dates on any promotional posts or emails . If you think you are entitled to receive a free item under an offer but it is not showing up, this may be because you no longer qualify, to double check if this is the case you can contact us via email sales@ravenforge.com and we are happy to confirm if you would have been eligible or not.

If you qualified for a free item, but before checking out removed an item or used a discount code which no longer entitles you to the free item it will not be sent. 

If you're returning an order that came with a free item, you'll also have to return the free item. Not returning the item offered for free under the promotion will result in its price being deducted from your refund.

Festive Returns Policy

To help you shop with confidence this festive season, we’ve extended our usual limit for returns. Any purchases made between November 1st and December 24th 2022 can be returned up until January 31st 2023. For purchases made from December 25th onwards, our normal refund policy will apply.

Refunds will only be issued on faulty items at the same value the item was purchased for. 

Unwanted gifts may be exchanged for a Gift Card or another item of the same value. 

All items must be returned in the same condition and packaging they were sent in.