OUR COMMITMENT TO CONSCIOUS FASHION

The fashion industry has a waste problem. Each year, billions of garments are overproduced, sit unsold in warehouses, and ultimately end up in landfills — contributing to pollution, excess water consumption, and the cycle of disposable fast fashion that is reshaping our planet for the worse.

At Raw Metals, we made a deliberate choice to do things differently.

Every item in our collection is made to order — produced individually at the moment you purchase it, and not a moment before. We carry zero pre-made inventory. There are no warehouses full of unsold stock, no end-of-season clearance dumps, and no products destined for landfill because we overestimated demand.

This model — known as made-to-order — means that the only garments we produce are the ones that are genuinely wanted and going to a real person. It is one of the most direct ways a clothing brand can reduce its environmental footprint, and it is a principle we are committed to for the long term.

What this means in practice:

• No overproduction — we manufacture exactly what is ordered, nothing more

• No excess inventory waste — unsold stock cannot end up in landfill because unsold stock simply doesn't exist

• Reduced resource consumption — water, energy, and materials are only used when there is genuine demand

• Longer product lifecycles — made-to-order pieces are designed to be kept and worn, not discarded after a season

• A direct challenge to fast fashion — we believe clothing should be intentional, not disposable

We recognise that this approach comes with trade-offs — including a returns policy that is more limited than you might find at a traditional retailer. We think that is a fair and honest exchange. Every Raw Metals piece that leaves our facility was made specifically for the person who ordered it, and we ask that you shop with the same intentionality.

Thank you for being part of a more considered way to buy clothing. It genuinely makes a difference.

1. IMPORTANT: WE ARE A PRINT-ON-DEMAND BRAND

Because every Raw Metals item is made to order specifically for you, we are unable to accept returns or exchanges for reasons such as:

• Ordering the multiple sizes of the same product and returning the ones you don’t want

• Changing your mind after purchase

• The item not matching your personal expectations of color or fit based on screen appearance

We strongly encourage you to review the size guide and product photos carefully before placing your order. If you have any questions about a product before buying, please reach out to us at support@raw-metals.com and we'll be glad to help.

2. WHAT WE DO COVER

We absolutely stand behind our product quality. If there is an issue on our end — a manufacturing defect, a print error, or the wrong item sent — we will make it right at no cost to you. Here's a quick overview:

For all eligible cases, please contact us within 7 days of receiving your order. Claims submitted after this window unfortunately cannot be accepted.

3. HOW TO SUBMIT A RETURN OR REFUND REQUEST

To keep things as simple as possible for you, here's how to get the process started:

Step 1 — Contact us within 7 days of delivery

Email support@raw-metals.com with the subject line: "Return Request – Order #[your order number]"

Step 2 — Include the following in your email

• Your order number

• A clear description of the issue

• Photos showing the problem (required for defect, damage, or wrong item claims)

Step 3 — We'll review and respond

We aim to review all requests within 7 business days. If approved, we will provide you with instructions for next steps — including a return address if a physical return is required.

4. CONDITIONS FOR RETURNED ITEMS

If a physical return is required (we will confirm this in our response), returned items must be:

• Unused, unworn, and unwashed

• In original condition with all tags attached

• Free from odors, stains, or signs of wear

• Securely packaged to avoid damage in transit

Items that do not meet these conditions will not be accepted and will be returned to you at your expense.

5. RETURN SHIPPING COSTS

If your return is approved and a physical return is required:

• For defective, damaged, or incorrectly sent items: Raw Metals will cover or reimburse reasonable return shipping costs. We will provide instructions on how to proceed.

• For all other approved returns: Return shipping is at the customer's expense.

We recommend using a trackable shipping service for all returns. Raw Metals is not responsible for items lost or damaged in transit on their way back to us.

International customers are also responsible for any customs fees or duties incurred on returned shipments.

6. REFUNDS

Once your return is received and inspected (or your claim is approved without a physical return requirement), we will notify you of the outcome by email.

• Approved refunds will be issued to your original payment method within 5–10 business days

• Refunds are processed in the original currency used at checkout

• Original shipping costs are non-refundable, unless the return is due to our error

• Partial refunds may be offered in cases where only part of an order is affected

7. EXCHANGES

Because each item is made to order, we do not offer direct size or colour exchanges for change-of-mind reasons.

However, if your item is defective or incorrectly sent and a replacement is the preferred resolution, we will produce and ship a new item to you at no additional cost once the issue has been verified. Please note that replacement items are subject to the same production timeline as a new order (1–6 business days production, plus shipping).

8. ORDER CANCELLATIONS

Because production begins quickly after an order is placed, cancellation windows are limited:

• Orders can only be cancelled and fully refunded while they are in "In Review" status — typically within a very short window after purchase

• Once an order has entered production, it cannot be cancelled

If you need to cancel, contact us immediately at support@raw-metals.com. We will do everything we can to help, but we cannot guarantee cancellation once production has begun.

9. NON-RETURNABLE ITEMS

The following items cannot be returned or refunded under any circumstances:

• Underwear, socks, tights, swimwear, masks, and pajamas (for hygiene reasons)

• Items reported more than 7 days after the date of delivery

• Items that have been worn, washed, altered, or deliberately damaged

• Items returned without prior authorisation from Raw Metals

• Orders delayed due to incorrect information provided by the customer (e.g., wrong address or phone number)

10. STILL HAVE QUESTIONS?

We're a real team and we genuinely want to help. If you're unsure whether your situation qualifies, just reach out — we'd rather hear from you than have you go away unhappy.

Raw Metals

Email: support@raw-metals.com

Website: raw-metals.com

Response time: 1–2 business days