Rans Profile

Delivery & Returns

This policy applies to products purchased from Catch. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.

RETURNS & REFUNDS

What if I change my mind?

We will accept returns for change of mind provided the return is from an Australian address, is made within 10 days from the date of purchase and the products have not been used and in original packaging. For health reasons pillows, quilts, underlays, bed toppers, mattress and pillow protectors are non-returnable unless faulty.

As such, you cannot return these even if they are unused under our change of mind policy. To apply for change of mind return, please download our Return Application Form via here and follow the instructions as listed.

No exchange or refund on any product that has been personalised, unless the product is faulty. We will accept returns for faulty products.

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. For any enquiries please contact us via Catch messaging system

What if a product is faulty or incorrectly delivered?

At The RANS, we take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online and delivered anywhere in the world if they are faulty or the products delivered do not match your Order.

You will need to provide proof of purchase (which may include the invoice, credit card statement or other payment statement) at the time of making the return.

What is the process for returns?

For Australian based customers you can create a new return request by contacting us via Catch. All you need is your order number, email address with which you placed the order, which can be found in your order confirmation email, and reason(s) of return.

Returns of product : All items should be returned in their original packaging.

On occasion, your requested replacement item may have sold out by the time your product is posted and recieved by The RANS. If your replacement is not available, your account with which you paid (e.g. credit card, paypal) will be refunded.

How long will it take to get a refund?

Once your goods have been received by The RANS, please allow up to 5 working days for your credit to be processed back to your account. You will receive an email confirming the credit and you may then log in and select to receive the funds as a store credit or a refund. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

Who gets the refund if i return a gift?

The refund on a correctly returned item that was given as a gift will be credited to the original card or account used to purchase the gift.

How do i contact the customer service team?
Please contact us via Catch messaging system