Refund policy

Ravnar — Return & Refund Policy

Business Name: Tahsha Group
Trading Name: Ravnar
Email: ravnarcloth@gmail.com
Last Updated: August 21, 2026

At Ravnar, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, refunds, exchanges, damaged items, and order issues are handled.

Nothing in this policy is intended to remove or restrict any statutory consumer rights that apply under UK law.

1. UK Consumer Cancellation Rights

For eligible online purchases, UK consumers generally have a statutory right to cancel their order within 14 days after receiving the goods, subject to applicable legal exceptions.

Where the statutory cancellation right applies, the customer may then have a further 14 days to return the goods after notifying Ravnar of cancellation.

Nothing in this policy affects those statutory rights.

2. Order Cancellation Within 2 Hours

Ravnar allows customers to request cancellation or changes to an order within 2 hours of placing the order.

After the 2-hour processing window, the order may have entered fulfilment or shipping preparation and Ravnar may no longer be able to cancel or modify it.

Customers should contact us immediately at:

ravnarcloth@gmail.com

Please include your order number and cancellation request.

The 2-hour processing policy does not remove or restrict any statutory cancellation or other consumer rights that apply under UK law.

3. Package Opening Video Requirement

To help protect both our customers and Ravnar against fraudulent, damaged, missing, or incorrect-order claims, customers are strongly required to record a continuous, unedited video while opening their package.

The video should clearly show:

  • The unopened package before it is opened;

  • The shipping label and order information;

  • The condition of the package;

  • The complete opening process;

  • All products received inside the package; and

  • Any damage, defect, missing item, or incorrect product.

For claims involving damaged, missing, defective, or incorrect products, Ravnar may request the package-opening video and other reasonable evidence before approving a refund, replacement, or other remedy.

4. Claims Without an Opening Video

If a customer does not provide a requested package-opening video, Ravnar may consider other reasonable evidence, including:

  • Clear photographs;

  • Photographs of the packaging;

  • Photographs of the product;

  • Courier or delivery information;

  • Tracking information; or

  • Other relevant documentation.

The absence of an opening video does not automatically remove or limit statutory consumer rights.

Where applicable law requires Ravnar to provide a refund or other remedy, Ravnar will comply with those legal requirements regardless of whether an opening video is available.

5. Damaged, Defective or Incorrect Items

If you receive an item that is:

  • Damaged;

  • Defective or faulty;

  • Incorrect;

  • Missing from your order; or

  • Not as described,

contact ravnarcloth@gmail.com as soon as possible.

Please provide your order number and relevant evidence, including photographs and, where available, your package-opening video.

Ravnar will investigate the issue and, where required by applicable law, provide an appropriate remedy such as a repair, replacement, price reduction, or refund.

6. Change-of-Mind Returns

Where a statutory cancellation right applies, products should generally be returned in an appropriate condition.

Clothing should, where reasonably possible:

  • Be unworn;

  • Be unwashed;

  • Have original tags attached;

  • Be free from stains, damage, perfume, or other signs of use; and

  • Include original packaging where reasonably possible.

Customers may handle clothing to the extent reasonably necessary to inspect it as they could in a shop.

If goods have been handled beyond what is reasonably necessary and their value has been diminished, Ravnar may make a deduction from the refund where permitted by applicable law.

7. Return Shipping

For a statutory change-of-mind cancellation, the customer may generally be responsible for the direct cost of returning the goods unless Ravnar has agreed otherwise or applicable law requires Ravnar to pay the return costs.

If the product is faulty, damaged, incorrect, or not as described, Ravnar will handle return costs in accordance with applicable law.

8. Refunds

Where a refund is legally due, Ravnar will process the refund in accordance with applicable law.

For eligible statutory cancellations, refunds will generally be made within the legally required timeframe.

Refunds will normally be issued to the original payment method.

Where required by law, the refund may include the cost of standard delivery. Any additional amount paid for an upgraded delivery option may not be refundable beyond the cost of the least expensive standard delivery option offered.

9. Exchanges

Customers who wish to exchange an item should contact:

ravnarcloth@gmail.com

Exchanges are subject to product availability.

Where an exchange is unavailable, an applicable refund or other statutory remedy may be provided.

10. Fraudulent or Unsupported Claims

Ravnar may investigate claims where there is reasonable concern that an order has been misrepresented or fraudulent activity may have occurred.

We may request reasonable evidence, including photographs, videos, packaging information, tracking information, or other documentation.

Providing false or misleading information may result in a claim being rejected where legally permitted.

11. Payment Disputes and Chargebacks

If you experience an issue with your order, we encourage you to contact Ravnar first at ravnarcloth@gmail.com so that we can investigate and attempt to resolve the issue.

If a payment dispute or chargeback is opened, Ravnar may provide relevant evidence to the payment provider, bank, card issuer, or payment network, including:

  • Order information;

  • Payment information available to us;

  • Delivery and tracking records;

  • Customer communications;

  • Product information;

  • Photographs;

  • Package-opening videos; and

  • Other relevant evidence.

Chargebacks are ultimately handled by the relevant bank, card issuer, payment provider, or payment network. Ravnar cannot independently cancel or guarantee the outcome of a chargeback.

Nothing in this section prevents a customer from exercising any statutory rights or legal remedies available to them.

12. Non-Returnable Situations

Subject to statutory consumer rights, Ravnar may refuse a voluntary return where an item has been:

  • Washed;

  • Worn beyond reasonable inspection;

  • Altered;

  • Stained;

  • Damaged by the customer; or

  • Otherwise used in a way that materially reduces its value.

This does not affect statutory rights relating to faulty, defective, incorrectly supplied, or misdescribed goods.

13. How to Contact Ravnar

For returns, refunds, cancellations, exchanges, or order issues:

Tahsha Group
Trading Name: Ravnar
Email: ravnarcloth@gmail.com

Please include your order number in your email so we can locate your order quickly.

14. Statutory Rights

Nothing in this Return & Refund Policy excludes, limits, or replaces any rights that cannot legally be excluded or limited under applicable UK consumer protection law.

Ravnar reserves the right to update this policy when necessary to reflect changes in our business or applicable law.