Refunds, Returns & Exchange Policy

Effective Date: 7 JULY 2026

By purchasing from Rauthentic, the buyer confirms that they have read, understood, and agreed to the following Terms and Conditions.

1. Authenticity Guarantee

1.1 Rauthentic provides a lifetime authenticity guarantee for every item sold. Every item undergoes a strict authentication process and is fitted with an authenticity tag as proof of verification.

1.2 The authenticity tag must remain intact and unaltered. Once the authentication tag is cut, removed, or tampered with, the item will no longer be eligible for any refund, return, or exchange under the Authenticity Guarantee.

1.3 Claims under the Authenticity Guarantee must be supported by credible evidence showing that the item is inauthentic. Proof must be provided by an independent and reputable authentication company, platform, or recognised industry expert. Rauthentic reserves the right to verify all submitted evidence before accepting any claim.

2. Refunds, Returns & Defect Claims

2.1 All items are sold as it is. Refund or return requests under the Authenticity Guarantee must be submitted together with proof of purchase. Proof may include, but is not limited to:

• Sales receipt;
• Screenshot of payment;
• Chat history;
• Video recording of the transaction during physical events.

Only the original purchaser may submit such claims.

2.2 For defect or delivery damage claims, customers must provide a clear unboxing video showing the package being opened from its sealed condition. This requirement applies only to items delivered by courier and where the alleged defect was not disclosed before the transaction.

Defect or delivery damage claims must be reported within one (1) calendar day from the date the customer receives the item.

Defects covered under this clause are limited to:

• Issues that materially affect the usability of the footwear.

2.3 Defect or damage claims do not apply to:

• Self-collection transactions;
• Meet-up transactions; or
• Purchases made during physical events.

For such transactions, refunds or returns will only be considered if the item is determined to be inauthentic under Clause 1.

2.4 Material Degradation (Age-Related Wear)

Customers acknowledge that both used and brand new footwear may be susceptible to natural material degradation due to age.

This includes, but is not limited to:

• Sole crumbling;
• Sole separation;
• Glue failure;
• Midsole deterioration;
• Cracking;
• Oxidation;
• Peeling;
• Yellowing; and
• Other forms of deterioration caused by ageing materials.

Such deterioration may occur before, during, or after wear and may not be reasonably detectable during authentication, inspection, storage, or prior to sale.

The absence of visible defects at the time of sale does not guarantee that age-related deterioration will not occur in the future.

By purchasing:

• Any used footwear; or
• Any footwear manufactured more than one (1) year before the date of purchase (based on the earliest manufacturing date shown on the size tag or other manufacturer markings where applicable),

the customer acknowledges and accepts the inherent risks associated with ageing materials and agrees to conduct their own due diligence before purchasing.

Age-related material degradation shall not be considered:

• A manufacturing defect;
• Delivery damage;
• An authenticity issue; or
• Grounds for any refund, return, exchange, repair, compensation, or warranty claim.

Rauthentic shall not be liable for any loss or damage arising from age-related material degradation, regardless of whether it occurs before or after the customer's first wear.

2.5 All returned items must:

• Remain in their original condition;
• Include all original accessories where applicable; and
• Have the authentication tag intact.

If the item is returned in a different condition or the authentication tag has been removed or tampered with, the refund request will be rejected. Customers may also be required to pay two-way delivery fees of up to S$5 per delivery per item.

2.6 Refunds for approved cases will only be processed after Rauthentic receives and verifies the returned item.

Where a refund process is initiated, customers may choose either:

• Courier collection from their doorstep; or
• Drop-off at designated collection points within Singapore.

No delivery fees will be charged for approved refund cases.

2.7 Once a consignment sale has been completed and payment has been released to the consignor, any goodwill assistance provided by Rauthentic shall be entirely at Rauthentic's discretion. Rauthentic is under no obligation to provide refunds, compensation, repurchases, or exchanges for claims raised after the applicable reporting period.

3. Minor Quality Control Issues

3.1 Customers acknowledge that certain pairs may exhibit minor manufacturing quality control imperfections or cosmetic ageing, including but not limited to:

• Minor glue stains;
• Minor paint inconsistencies;
• Loose threads;
• Slight shape variations;
• Light creasing;
• Minor oxidation;
• Mild yellowing; or
• Minor discolouration commonly found on older footwear.

These cosmetic issues do not affect the functionality of the footwear and shall not constitute grounds for any refund, return, or exchange.

4. Delivery

4.1 Once an item has been handed over to the courier, Rauthentic shall not be liable for any loss, delay, or damage caused during delivery.

Where reasonably possible, Rauthentic will assist customers in submitting claims against the courier company.

5. Limitation of Liability

5.1 To the maximum extent permitted by law, Rauthentic's liability shall be limited to the original purchase price paid by the customer for the affected item.

5.2 Rauthentic shall not be liable for any indirect, incidental, consequential, or special losses, including but not limited to loss of profits, inconvenience, or disappointment arising from the purchase or use of any item.

6. Final Decision

6.1 Rauthentic reserves the right to investigate all claims and request additional information where necessary.

6.2 All decisions relating to refunds, returns, exchanges, authenticity claims, and goodwill requests shall be made solely at Rauthentic's discretion.

7. Changes to Terms & Conditions

7.1 Rauthentic reserves the right to amend these Terms and Conditions at any time without prior notice.

7.2 The version published on Rauthentic's official platforms at the time of purchase shall govern the transaction.

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