returns policy

Return and Exchange Process

Our values revolve around care. Care for animals, our environment and one another. If you are in any way dissatisfied with any of our products, then we’d like to know about it in a way that is simple and stress free to you.

With this in mind, we have made available an online return-exchange form on our website and a dedicated email address. The online return-exchange form will allow you to capture the minimum details we require to process your return or exchange as quick and hassle-free as possible. The dedicated email address will allow you to communicate directly with us. For more information on our return and exchange policy, see the information below. You only need to complete the online exchange form. Our team will guide you through the process.

Contact details

If you need any help processing a return, please contact us directly via:

Telephone: +27 (21) 860-0800

Online return - exchange form


We trust that you are happy with your purchase. However, if you are not completely satisfied, you may return the product for a refund (please note that there will be NO cash refunds made. If purchased and paid for by cash the product may be exchanged for another product if paid for by Credit or Debit Cards the Credit or Debit Card will be credited) or to be exchanged for another product within 7 days of purchase. After 7 days, you can only return a product if such product is defective.

Please Note: The return policy is only applicable to direct sales and we will not accept responsibility for any damaged, broken or defective products for any purchases from third parties.

The Return Process below should be followed. Once you have a reference number please note that any product returned within this 7 day period, for a refund or exchange for another product or gift voucher, must be unopened, in the same condition as when it was purchased and in the original packaging. Once the return is approved ensure that the product returned comply with the following:

  • package your products safely and securely for protection during transit whether returned by courier, mail or in person;
  • clearly mark your return reference number on the outside of the parcel bit not on the packaging of the product;
  • include all accessories and parts that were sold with the product; and
  • provide the original invoice or cash slip;


We only replace products if they are defective or damaged or were paid for in cash. Should a product be damaged or missing any parts or accessories at the time of delivery, please notify us within 7 days by sending us an email at to request an exchange. Please include pictures and the invoice in your email.

Late or missing refunds

There will be no cash refunds. Purchases by Credit Card or Debit Card will be done by direct credit on the same card used when purchase was made. If your refund does not reflect on your bank statement within a reasonable time, please, contact your Credit Card company and/or your bank, if necessary. Remember to have our proof of payment ready when logging an enquiry with your bank as they may request this.

Sale items

Sale or discounted products will be refunded at the sale or discounted price as was paid for by the client.

Shipping or delivery

Items being returned, regardless of whether they were an in-store or online purchase, need to be dropped off at a Rain store. Note that our team will walk you through the exact details so please make sure to log the return on the online exchange form prior to going to the store. By logging the return first you allow us the opportunity to prearrange with our store staff ensuring a seamless exchange. In the event that you are unable to drop the product/s off at a store please make mention of this on the online return-exchange form. Our team will take this into consideration when planning your exchange.

Please take care of the product whilst it is in your care as the following conditions apply: You will be responsible for the courier or postal costs of returning the product.

  • Courier or postal costs for unapproved returns or exchanges are non-refundable.
  • If you receive a refund and any unapproved courier or postal costs are due, such cost will be deducted from the refund.
  • The risk associated with the product whilst in your care or that of a courier or postage will be yours.