Refund policy
Refund Policy
1. Refund Eligibility
Refunds are issued once we confirm receipt of a returned item that meets our Return Policy requirements, or in cases of a damaged, defective, or incorrect item.
2. Refund Processing Time
Once we confirm receipt of your returned item, your refund will be issued within 5–10 business days.
3. Damaged or Incorrect Items
Email us at support@rationalsteel.com within 7 days of delivery with a photo. We will ship a replacement or issue a full refund at no cost to you.
4. Late or Missing Refunds
Check your bank account, then contact your card issuer, as processing times can vary. If still missing, contact us at support@rationalsteel.com.
5. Contact Information
Company Name: Rational Steel
Company Address: 18 Rue du Dr Albéric Pont, Lyon, 69005, France
Email: support@rationalsteel.com
Tel: +84 33 520 4438
Return Policy
Most items sold on Rational Steel may be returned for a refund within 30 days of receiving your order if they meet all applicable return requirements listed below.
1. Return Requirements for Return-Eligible Items
- All items must be in the same condition that you received them — unused, with original packaging.
- When returning items, customers must use a shipping method providing tracking information.
Please Note: Items returned without authorization will not be accepted. We are not responsible for any lost return shipment.
2. Non-Returnable Items
Items damaged or lost due to customer misuse are non-refundable.
3. General Return Process
Return Method: By Mail
Initiate a return: Please email us at support@rationalsteel.com with photos of the item and your order number. Our customer service team will determine the eligibility of your return request within 2 business days.
Ship the item back: If your return is accepted, we'll send you return instructions and you should return the item using your own shipping label.
4. Return Charge
If the return is due to our error (such as an incorrect or damaged item), we will provide a full refund, including return shipping costs, at no cost to you.
If the return is due to the buyer's preference (such as not wanting the item or ordering the wrong product), the customer is responsible for return shipping costs.
5. Our Terms of Service
This website is operated by Rational Steel. Throughout the site, the terms "we," "us," and "our" refer to Rational Steel. For more information, please view our terms of service policy.
6. Company Information
Name: Rational Steel
Company Address: 18 Rue du Dr Albéric Pont, Lyon, 69005, France
Email: support@rationalsteel.com
Tel: +84 33 520 4438
Note: Returns are coordinated by email. Please contact our support team before shipping anything back.
7. Contact Us
Do you have any further questions regarding your return? Contact our customer service team by email: support@rationalsteel.com
EU/EEA Right of Withdrawal & UK Statutory Cancellation Rights
EU/EEA Customers — Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you generally have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires. You may do so by sending us a clear and unequivocal statement by email to:
support@rationalsteel.com
Please include your order number and clearly state that you wish to withdraw from your purchase.
You do not have to use the model withdrawal form below. Any clear statement communicating your decision to withdraw is sufficient.
Once you have notified us of your withdrawal, you must return the goods to us without undue delay and, in any event, within 14 days from the date on which you communicated your withdrawal.
You are responsible for the direct cost of returning the goods unless otherwise stated by us or required by applicable law.
You are responsible only for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Once a valid withdrawal has been exercised, we will reimburse all payments received from you, including the cost of standard delivery. We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery option offered by us.
We may withhold reimbursement until we have received the returned goods or you have provided evidence that you have sent the goods back, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed with you, and without additional fees to you.
The statutory right of withdrawal is subject to the exceptions provided by applicable law. This includes certain goods made to the consumer's specifications or clearly personalised, where the applicable legal conditions for the exception are met.
UK Customers — Statutory Right to Cancel
If you are a consumer in the United Kingdom, you generally have the legal right to cancel a distance contract within 14 days after the day on which you, or a person you have nominated, receives the goods, without providing a reason.
To exercise this right, you must notify us of your decision to cancel before the 14-day cancellation period expires.
You may cancel by sending a clear statement by email to:
support@rationalsteel.com
Please include your order number and clearly state that you wish to cancel your order.
You do not have to use the model cancellation form below. Any clear statement communicating your decision to cancel is sufficient.
After notifying us of your cancellation, you must return the goods without undue delay and, in any event, within 14 days from the day you notified us of your cancellation.
You are responsible for the direct cost of returning the goods unless otherwise stated by us or required by applicable law.
You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
Following a valid cancellation, we will reimburse payments received from you, including the cost of standard delivery. We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method than the least expensive standard delivery option offered by us.
We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless otherwise agreed, and without additional fees to you.
The statutory cancellation right is subject to the exceptions provided by applicable UK law, including certain bespoke or customised goods where the relevant legal conditions for the exception are met.
Model Withdrawal / Cancellation Form
You may use the following form if you wish to exercise your statutory withdrawal or cancellation right. Using this form is optional. You may instead send us any clear statement communicating your decision to withdraw or cancel.
To: RationalSteel
Email: support@rationalsteel.com
I/We hereby give notice that I/We wish to withdraw from/cancel my/our contract of sale for the following goods:
Order number: ______________________
Goods ordered: ______________________
Date ordered: ______________________
Date received: ______________________
Consumer name: ______________________
Consumer address: ______________________
Signature (only if this form is submitted on paper): ______________________
Date: ______________________
Important
Nothing in this section limits or excludes any mandatory consumer rights that cannot legally be excluded or restricted under applicable law.
Where your statutory consumer rights provide protections greater than those described in this policy, those statutory rights will apply.