Refund policy
Last updated: 19 October 2026
Changed your mind?
You can return items bought from rillwag.com for any reason. Let us know within 14 days of receiving your order. Once you have told us, you have a further 14 days to send the item back.
Return condition
For a full refund under our standard returns policy, items should be unused, unaltered, unwashed, undamaged, clean and in a resaleable condition, with the original product packaging. Please keep the original tags attached while checking the fit where possible. You do not need to keep the outer postal bag your order arrived in.
We recommend trying your raincoat on indoors before removing the tags or taking it outside. Please keep it clean, dry and free from outdoor wear until you are sure you would like to keep it.
If an item has been handled beyond what is reasonably necessary to check its fit and condition, we may make an appropriate deduction for any reduction in value.
How to make a return
1. Contact us: email returns@rillwag.com with your order number and the item you would like to return or exchange. Please contact us before sending anything back.
2. Send it back: we will send you the return instructions and return address. Pack the item securely and send it using a tracked postal service. Keep your proof of postage until your return is complete.
3. Refund or exchange: once your return has arrived and been checked, we will process your refund or arrange the agreed exchange.
Return postage
For change-of-mind returns and size or colour changes, the cost of returning the item to us is your responsibility. We recommend using a tracked service.
If your item is faulty, damaged on arrival or different from what you ordered, please contact us before returning it. RILLWAG will cover the appropriate return and replacement costs.
Exchanges
Need a different size or colour? Email support@rillwag.com with your order number and the replacement you would like. Exchanges are subject to stock availability.
For standard size or colour exchanges, you pay to return the original item to us, and RILLWAG covers the delivery cost of your first replacement. Additional delivery charges may apply to a second or further exchange. If the replacement you want is unavailable, we will contact you to discuss another size, colour or a refund.
Refunds
We aim to process your refund within 3–5 working days after your return has arrived and been inspected, and always within 14 days of receiving it. Refunds are made to your original payment method. Your bank or payment provider may take a few extra days to show the refund in your account.
If you return your whole order under your statutory cancellation rights, we will also refund the standard delivery charge you paid. If you chose a more expensive delivery option, any amount above the cost of standard delivery is not refundable.
Faulty, damaged or incorrect orders
If your order arrives faulty, damaged or different from what you ordered, please contact support@rillwag.com as soon as possible. Include your order number, a short description of the problem and photographs where relevant. We will arrange a replacement, return or refund at no extra cost to you. This covers:
- Faulty items
- Items damaged on arrival
- The wrong product
- The wrong colour
- The wrong size because of a mistake on our side
Your rights under the Consumer Rights Act 2015 also apply, including a full refund if you report a fault within 30 days of delivery.
Your statutory rights are not affected.