Refund & Return Policy

To maintain strict hygiene standards while offering fair customer care, we provide a clear, unambiguous return and defect replacement protocol.

1. 30-Day Return Window

Customers may initiate a return for unused, unaltered pieces in original packaging within 30 calendar days of parcel delivery confirmation. All returns require a prior Return Merchandise Authorization (RMA) number issued by our customer care desk before shipping.

• To request a return authorization, email support@pactandrein.com with your order reference number (e.g. #PR-2026-XXXXX) and the reason for return.
• Send returns by USPS to 2100 Lake Dam Rd #37184, Raleigh, NC 27606, USA. Write your return authorization number on the label. Returns without it may be delayed.
• The item must be in completely unused, unaltered, pristine condition with zero skin contact, bending creases, perfume/smoke odors, or sweat transfer.
• All original branded packaging, cotton dust pouches, and documentation cards must remain complete and intact.
• Sizing Exchanges: If you identify a fit or circumference issue during initial dry inspection, contact us within 7 days of delivery before wearing or adjusting the piece so we can arrange a size exchange. The new size ships from the workshop.

2. Hygiene & Intimate Accessory Policy

For intimate hygiene and safety reasons, any item that has been worn, altered, or shows signs of handling/skin contact cannot be returned, exchanged, or refunded. If you are uncertain about sizing, please consult our Circumference Sizing Guide or contact us before you handle the piece.

3. Custom & Made-to-Measure Pieces

Not currently offered.

4. 30-Day Defect Inspection & Replacement Protocol

We provide a 30-Day Defect Inspection & Replacement Guarantee covering manufacturing defects, broken hardware, loose rivets, or flawed stitching identified upon delivery and reported prior to physical session use.

Because physical restraint pieces are subjected to unpredictable dynamic forces once in use, defects must be verified as manufacturing flaws rather than session-induced stress. If an item arrives flawed:

1. Notify us at support@pactandrein.com within 30 calendar days of delivery.
2. Include three clear photos: (a) a close-up of the flaw, (b) the complete product laid flat, and (c) your order number.
3. We review your submission within 2 business days.
4. If we confirm the defect, we send you a prepaid return label. You choose a replacement, shipped from the workshop, or a full refund to your original payment method.

5. Return Shipping & Refund Processing Timelines

For standard remorse returns, the customer is responsible for insured return courier shipping, and original outbound shipping fees are non-refundable. For verified manufacturing defects covered under our 30-Day Defect Guarantee, Pact & Rein covers all return and replacement courier postage.

Once your authorized return is received and inspected (typically within 2 business days of arrival):

• We submit the refund through our billing partner, CCBill, within 2 business days of inspection.
• Depending on your card issuer or banking institution, the credit typically posts to your statement within 5–10 business days.
• An automated email notification confirming the refund transaction is dispatched immediately upon processing.

6. Contact Customer Support

For questions regarding an existing return or to request a return authorization number:

Trailwood Logistics LLC (d/b/a Pact & Rein)
Email: support@pactandrein.com
Hotline: +1 (919) 578-3289 (Mon–Fri 9am–6pm ET)
Mailing Address: 2100 Lake Dam Rd #37184, Raleigh, NC 27606, USA

Trailwood Logistics LLC (d/b/a Pact & Rein) · Raleigh, North Carolina, USA · billing@pactandrein.com

Questions about your order or a charge?

We suggest you contact us first at billing@pactandrein.com or +1 (919) 578-3289 (Mon–Fri, 9am–6pm ET). We reply within 2 business days.

Billing Issues:

For any billing questions including refunds on a case-by-case basis, please contact our billing partner, CCBill via phone 1.888.596.9279, or email at consumersupport@ccbill.com. You may contact CCBill at any time.