Refund And Return Policy

At restandrail, we are dedicated to delivering high-quality bathroom accessories to our customers across Europe. This Refund and Return Policy outlines your rights and our procedures regarding returns, refunds, order cancellations, and shipping issues.

This policy is designed to comply with applicable European Union and United Kingdom consumer protection regulations, including the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Rights Act 2015.

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1. Right of Withdrawal (14-Day Cooling-Off Period)

Under European consumer protection legislation, customers residing in the European Union and the United Kingdom have the legal right to cancel and return their purchase within 14 days of receiving the goods, without providing any reason.

Conditions for Exercise of the Right of Withdrawal:

  • You must notify us of your decision to withdraw from the contract within 14 days from the date on which you (or a third party designated by you) physically acquire possession of the item(s).
  • To exercise this right, please contact customer support at fraud@restandrail.com with your order number and full name.
  • Items must be returned unused, undamaged, and in their original packaging with all original component parts included.

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2. Return Process & Address

If you wish to return an item pursuant to your Right of Withdrawal, please follow these steps:

1. Initiate Return: Contact customer support at fraud@restandrail.com within the 14-day window to receive standard return instructions.
2. Pack the Item: Ensure the product is securely packaged to prevent damage during transit.
3. Return Shipment: Unless the item received was defective, damaged, or incorrect, the customer is responsible for covering the direct shipping costs for returning the merchandise.
4. Return Address: Upon submitting your return request via email, our customer support team will provide you with the designated European return facility address appropriate for your location.

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3. Damaged, Defective, or Faulty Items

We take great care in quality control and inspection. However, if you receive an item that is defective, faulty, or damaged upon delivery:

  • You are not required to ship the damaged item back.
  • Please notify us within 14 days of delivery by emailing fraud@restandrail.com.
  • Include your order number, a description of the issue, and photographic evidence clearly showing the defect or damage.
  • Upon inspection and validation of the provided evidence, restandrail will offer you a full refund to your original payment method or a replacement dispatch at no additional cost.

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4. Late or Delayed Deliveries

We partner with priority international logistics carriers, including DHL Express, FedEx Priority, and UPS Express, to fulfill orders across Europe.

  • Standard estimated delivery timeframes are provided at checkout.
  • If your shipment exceeds the standard estimated delivery timeframe, please contact fraud@restandrail.com.
  • Upon notification, restandrail will formally launch an investigation with the respective logistics carrier.
  • Following the carrier’s investigation findings, if the package is confirmed lost or unreasonably delayed, restandrail will issue either a full refund or dispatch a replacement shipment.

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5. Refund Processing & Payment Methods

Once a returned item is received and inspected at our designated facility, or once evidence of a damaged/defective item is validated, your refund will be processed.

Payment Methods Covered:

Refunds will be credited strictly to the original method of payment used during purchase. Supported payment channels include:

  • Credit / Debit Cards: Visa, Mastercard, American Express
  • Digital Wallets & Mobile Payments: Apple Pay, Google Pay

Processing Timeline:

Approved refunds are processed promptly. Please allow up to 14 business days for the refund credit to reflect on your account, depending on your card issuer or banking institution’s processing procedures. Original shipping costs are non-refundable, except in cases where the order arrived damaged, defective, or where required by mandatory European consumer protection laws.

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6. Exceptions & Non-Returnable Items

Returns may be declined or partially refunded if:

  • The return request is initiated after the expiration of the 14-day statutory period.
  • The returned item shows signs of intentional damage, alteration, or misuse not attributable to transport or manufacturing defaults.
  • Items are returned without prior communication and confirmation from restandrail.

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7. Contact Information

For all questions, return requests, or delivery inquiries, please reach out to our dedicated support: