Legal

Refund & Returns Policy

Effective date: 25 September 2026

This Refund & Returns Policy applies to all purchases made on rasantextile.com (the "Website"), operated by RASAN TEXTILE LIMITED, a company incorporated in Hong Kong (Company No. 81240718), with its registered office at Unit 903, 9/F, Cameron Commercial Centre, 458-468 Hennessy Road, Causeway Bay, Hong Kong ("Rasan Textile", "we", "us", "our").

We want you to be happy with every order. If something isn't right, this policy explains what you can return, how to do it, and how you will be refunded.

1. Return window

You may request a return within 14 days of the date your order is delivered to you by your chosen carrier.

To be eligible, items must be:

  • Unused, unwashed and unaltered
  • In their original condition, with all original tags, labels and packaging
  • Accompanied by your order number or proof of purchase

2. Items that cannot be returned

The following items cannot be returned unless they arrive damaged, defective or incorrect:

  • Fabric cut to your requested length (made-to-measure or cut-to-order fabric)
  • Personalised, custom-made or specially ordered items

3. Defective, incorrect or missing items

Because shipping is arranged by the customer, responsibility for the goods passes to you when they are handed over to your courier or forwarder (see our Shipping & Collection Policy). Damage that happens in transit must be claimed with your carrier. We will provide our pre-handover photos and packing records to support your claim.

If your order contains an item that is defective, incorrect or missing:

  1. Contact us within 7 days of delivery at info@rasantextile.com
  2. Include your order number and clear photos of the item, the defect and the packaging
  3. We will review your request within 3 business days

If the claim is approved, we will offer you the choice of a replacement (subject to availability) or a full refund of the affected item(s). For defective or incorrect items, we will reimburse reasonable return shipping costs agreed with us in advance.

4. How to request a return

  1. Email info@rasantextile.com with the subject line "Return Request – [Your Order Number]"
  2. Tell us which item(s) you want to return and the reason
  3. We will reply with return instructions and the return address
  4. Pack the item securely in its original packaging and send it using a trackable shipping service
  5. Keep your shipping receipt and tracking number until your refund is processed

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

5. Return shipping costs

  • Change of mind (wrong size, colour preference, no longer needed): the customer pays all shipping costs, both the original shipping and the return shipping.
  • Our error (defective or incorrect item): we reimburse reasonable return shipping costs agreed with us in advance.

We are not responsible for items lost or damaged on their way back to us, so we strongly recommend using a tracked and insured shipping service.

6. Inspection and approval

When we receive your return, we will inspect it and notify you by email within 3 business days whether your refund has been approved. Items that are used, washed, damaged by the customer, or missing tags or packaging may be refused or receive a partial refund.

7. Refunds

All payments on the Website are made online by card through our payment provider, Airwallex. Approved refunds are issued as follows:

  • Refunds are made only to the original payment method (the same card used for the purchase). We cannot refund to a different card, bank account or person.
  • Refunds are processed within 5 business days of approval.
  • After we process the refund, it may take an additional 5–10 business days (sometimes longer, depending on your card issuer) for the amount to appear on your statement.
  • Refunds are made in the currency of the original transaction. We are not responsible for differences caused by exchange rate changes or by fees charged by your card issuer or bank.

If you have not received your refund after 15 business days, please first check with your card issuer, then contact us at info@rasantextile.com.

8. Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please return the original item for a refund (following this policy) and place a new order.

9. Order cancellations

  • You may cancel an order free of charge before it is handed over to your carrier. Email info@rasantextile.com with your order number as soon as possible.
  • Once an order has been handed over to your carrier, it cannot be cancelled, but you may return it under this policy once it is delivered.
  • Custom, personalised and cut-to-order items (production time 1–4 weeks on average) cannot be cancelled once production or cutting has started.

10. Chargebacks and payment disputes

If you have a problem with your order, please contact us first. We will do our best to resolve it quickly. Opening a chargeback or dispute with your card issuer without contacting us may delay the resolution. We reserve the right to provide order, handover and communication records to our payment provider and your card issuer in response to any dispute.

11. Your legal rights

This policy does not affect any rights you may have under the consumer protection laws that apply to you.

12. Contact us

RASAN TEXTILE LIMITED
Unit 903, 9/F, Cameron Commercial Centre
458-468 Hennessy Road, Causeway Bay, Hong Kong
Email: info@rasantextile.com
WhatsApp: +964 772 532 0474

Collection point (Sulaimani office):
Sheikh Mustafa Building, Office No. 9, Sulaimani, Kurdistan Region, Iraq
Opening hours: 09:00 – 19:30, Saturday to Thursday (closed Friday)