Refund policy

Last updated: October 29, 2026

14-day money-back guarantee

If you are not happy with your PitRain, you can return it within 14 days of delivery for a refund of the product price, minus a restocking fee where it applies (see below).

  • Email us with your order number before sending anything back. We will reply with the return address and instructions.
  • Send the product back complete, with all parts, in its original packaging if you still have it.
  • Return shipping is paid by you, unless the product arrived damaged, faulty or not as described.
  • We refund the product price within 14 days of receiving the return, to your original payment method.

Restocking fee

A 20% restocking fee (20% of the product price) may be deducted from the refund:

  • Customers outside the European Union: the 20% restocking fee applies to all change-of-mind returns.
  • Consumers in the European Union: the 20% restocking fee applies only if the product is returned used, installed, incomplete or without its original packaging, as compensation for the loss in value. Products returned unused, complete and in their original packaging within the 14-day withdrawal period are refunded in full.
  • No restocking fee is ever charged for products that arrive damaged, faulty or not as described.

Right of withdrawal (European Union)

If you are a consumer in the European Union, you can withdraw from your purchase within 14 days of delivery without giving a reason. To do so, send us a clear statement by email, for example using the model form below.

If you withdraw, we refund all payments received from you, including the standard delivery cost, within 14 days of receiving your statement. We may wait until we have received the product back, or until you send proof that you shipped it, whichever comes first. You must send the product back within 14 days of telling us you are withdrawing, and you pay the direct cost of returning it. You are only responsible for any loss in value caused by handling the product beyond what is needed to check it.

Model withdrawal form: "To Pit Rain, pitrainsupport@gmail.com: I hereby give notice that I withdraw from my contract for the sale of the following goods: [product], ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date]."

Damaged, faulty or wrong items

If your order arrives damaged, faulty or not as described, contact us within 7 days of delivery with photos. We will repair, replace or refund it at no cost to you, including return shipping. This does not affect your 2-year legal guarantee of conformity in the European Union.

Cancelling a pre-order

You can cancel your pre-order at any time before it ships for a full refund. If your card has not been charged yet, we simply release the hold and you pay nothing. If delivery takes longer than the times in our Shipping Policy, you can also cancel as described in our Terms of Service.

Add-ons

Express Delivery and Shipping Protection are refunded if you cancel before your order ships. After shipping they are non-refundable, because the service has already been provided, unless we failed to provide it.

Refunds

Refunds go back to your original payment method, in the currency you paid. Your bank may take a few business days to show the refund.

Contact

To start a return, email pitrainsupport@gmail.com or use our contact page.