Returns and Refunds

At Rawk.co.uk there really is no time-limit to return your items for a refund or an exchange, so you can return items whenever you like!

Returns

You are welcome to return an unwanted item for exchange or refund.

Should you want to return an item, for whatever reason, please read all of the following information first. Should you have any questions, please contact us.

Exchanges

You are welcome to exchange an unwanted item within 30 days using our FREE exchange service, but please note the following.

- Items must be returned unused, with all original packaging intact and in a re-saleable condition.

- Items must be securely packaged using the original packaging or a suitable alternative.

- A completed returns form must be included in your parcel - click here to download one.

- Exchanges are usually processed within 7 working days.

Simply send the item back using one of the following services.

Click here for Royal Mail

Click here for Collect+

If your items exceed the size and weight limits of these services, please contact us to arrange the return.

Refunds

You are welcome to return an unused item for a refund, but please note the following.

- Items must be returned unused, with all original packaging intact and in a re-saleable condition.

- Items must be securely packaged using the original packaging or a suitable alternative.

- Please note original delivery charges are not refundable.

- A completed returns form must be included in your parcel - click here to download one.

- We strongly recommend using a signed for delivery service back to us. Our return address is

Returns Dept.

Rawk,
Units 2-4, Block 2, 
Shenstone Trading Estate,
Bromsgrove Road,
Halesowen B63 3XB

-Should you wish to use one of our paid return services please click the links below. A charge of £2.99 for the service will be deducted from the refund amount.

-Refunds are usually processed within 7 working days of receipt back to us and be made back to the same method used for payment.

Click here for Royal Mail

Click here for Collect+

If your items exceed the size and weight limits of these services, please contact us to arrange the return.

 

Faulty or Incorrect Items

 

Should you have received an item that is faulty or incorrectly supplied, please contact our friendly customer service team before returning your item.

Email: hello@rawk.co.uk  

  1. How long do I have to return my item?
  2. Can I return my items?
  3. My item is faulty. What do I do?
  4. How do I return my items?
  5. Where do I send my items?
  6. How long will it take for my return to be processed?
  7. My exchange is urgent! What do I do?
  8. Can I return my product under warranty?
  9. How do I return items if I am outside the UK?

If you can't find an answer to your question please don't hesitate to email hello@rawk.co.uk

How long do I have to return my items?

At Rawk.co.uk there really is no time-limit to return your items for a refund or an exchange, so you can return items whenever you like!

Can I return my items?

We will NOT accept returns if;

  • The item has been visibly used or worn.
  • The item is marked or dirty in any way.
  • The packaging has been lost, thrown away or damaged.
  • The item has been damaged in return transit due to insufficient packaging.
  • The item has been washed/laundered.

In the rare circumstance you have received an incorrect item, please inform us within 48 hours of receipt and do not use/wear the item you have received.

Please note that footwear that has been used for Skating/Scootering is not covered under warranty. The shoes sold for skating do feature elements to help make them more durable for the sport but they are not impervious to damage caused by grip tape, braking or attempting tricks.

Unfortunately we cannot accept return of underwear/boxer shorts where the packaging has been opened.

My item is faulty. What do I do?

In the unfortunate event that you have received an item you believe to be faulty please check the following steps before returning your goods. We ideally need to be informed of any potential fault within 48 hours of receipt of the goods so please make sure you check over your product as soon as it is received. However you have 30 days from receipt of your item to inform us that your item is faulty.

If a manual is present please read these thoroughly to ensure correct operation of the product.

If the fault persists please email hello@rawk.co.uk with a description of the fault and your order number. If you could also attach a photo of the area this could help speed up the process a great deal. Emails are usually answered within 1 working day.

If you believe that your scooter may be faulty please click here for information that may be of help in resolving the issue.

How do I return my items?

Along with your item(s) you will find a simple returns form that needs to be completed and returned along with your goods. Please note that failure to complete this form may result in delays when processing your return.  We would also ask that you do not put any tape or labels directly on to the product packaging as this will deem the product unsaleable. Please cover the original packaging as best you can before applying any tape or labels.

With every item you will receive a leaflet on how to print your returns label. If for any reason you need to return the unused/unworn item you can simply complete the returns form, pack the returns form in the parcel, attach the label and drop the package at your nearest point. If you have no returns label or a leaflet with your parcel, please contact us for assistance. If you are missing or have misplaced the returns paperwork, please contact hello@rawk.co.uk and we will be more that happy to get you sorted with a label for the returns parcel which we can either post out or email for you to print off.

Lost or accidentally disposed of your returns form? Get a new one here

 

Where do I send my items?

Orders that are eligible for the CollectPlus or Royal Mail returns service and are taken to their respective drop-off points will automatically come back to us.

If you are returning an item yourself please post to the following address. We would recommend using a tracked service. Please note that we cannot be held responsible for any items posted to us that are not on a signed for service.

RETURNS DEPT

Rawk
Units 2-4, Block 2, 
Shenstone Trading Estate,
Bromsgrove Road,
Halesowen B63 3XB

Please do not put any tape or labels directly on to the product packaging as this will damage the packaging and cause the product to be unsaleable. In this instance you may be charged for the resulting damage.

How long will it take for my return to be processed?

It can take 7 working days for your return to be processed once we have received the goods, please allow for this time period before getting in touch. When the return has been processed a member of the returns team will be in touch via phone or email to confirm the action taken. The CollectPlus service normally takes 2-3 working days for items to get back to us; Royal Mail takes 2-4 working days to get back to us. Don’t forget that you can track the whereabouts of your parcel coming back to us via the tracking reference you were given at the drop off point.

In the event that extra payment is required for an exchange, a member of the returns team will give you a call to take payment.

If you have requested a refund please allow 72 hours from processing the return for the funds to reach your account. All refunds are credited to the original method used to place the order.

My exchange is urgent! What do I do?

We understand that sometimes an exchange may be urgent. In this case we would recommend placing another order through the website and return the other item back for a full refund. You can use our free exchange service to do this.

Can I return my product under warranty?

All products will come with a limited manufacturer warranty, most of the time this information will be with the product. Please check this information as some manufacturers will ask that you contact them directly. In most cases however you would be asked to contact the retailer.

In the event that you feel you can claim under the warranty we would ask that you email us with a description of the issue, your order number and preferably a photograph illustrating the issue.

In some cases we may be required to contact the manufacturer for their expert opinion before a decision is made.

We may also ask that a product is returned to us for inspection and if a fault can be repaired, or damaged part replaced we are obliged to do this and return the product to you.

Please note that footwear that has been used for Skating/Scootering is not covered under warranty. The shoes sold for skating do feature elements to help make them more durable for the sport but they are not impervious to damage caused by grip tape, braking and attempting tricks.

I need to return an item from outside the UK.

Unfortunately we cannot offer free returns on orders outside of the UK. You would need to return your item to the returns address above at your own cost.

Electrical Returns

We understand that anyone can change their mind - Before returning, please notify us of your wish to return your unused item for a refund, or exchange it for something more suitable.

Please note that if you have changed your mind, we can only offer a refund if the item is in a perfect, re-saleable condition along with all original parts and packaging.

Should you wish to try the product out, we would recommend that you do this on a clean and even surface. Should the item have any visible signs of wear, unfortunately we are unable to offer a refund or exchange.

Before returning any items for refund or exchange you must first obtain a returns reference or “RMA number” from us. You can do this by contacting our friendly team via email (hello@rawk.co.uk). Please have your Order ID number to hand when contacting us (this can be found on your order confirmation email) as it will be needed when generating your RMA number.

After, you are free to complete our returns form which has been included with your item. If you can not find the form look at the information at the top of this page.

Please ensure that your RMA number is written on the returns form along with your order number and also the outside of your return package - please note not to mark the actual box or packaging of the item you are returning.

Please allow 7 working days from when we receive your returned goods to obtaining your refund or exchange.

A refund will NOT be issued in the following circumstance:

  • The goods are not accompanied by a returns form and a RMA number
  • The goods are not in a perfect resalable condition
  • The goods packaging is marked or damaged

Goods will then need to be collected from us or sent back to you.

Faulty Items

Please notify us as soon as you become aware that your item has developed a fault. If the product is within the manufacturers warranty period we will repair the product as quickly as possible. This will be arranged as quickly as possible however please be aware we may need to contact the manufacturer or send the item to a repair centre before a decision can be made. Should we be unable to repair the item we will replace or refund the product as appropriate.

Faulty items should be returned to us along with a completed returns form and RMA number (see above). If after testing and inspection by our experts the goods prove NOT to be faulty or have been damaged from poor use a refund or replacement will not be issued and the goods returned back to you or a repair arranged for a reasonable price (to be discussed).