Refund & Return Policy (RMA Protocol)

At Pact & Rein, we stand behind the architectural integrity, material quality, and dedicated craftsmanship of our pieces. Sourcing and curation are directed by an active community veteran with over a decade of experience who operates his own boutique workshop. Pieces are either crafted on his benches or personally vetted and endorsed under his standards before entering our collection. To maintain strict hygiene standards while offering fair client care, we provide a clear, unambiguous return and defect replacement protocol.

1. 30-Day Return Window & Mandatory RMA

Clients 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 client care desk before shipping.

• To request an RMA, email concierge@pactandrein.com with your order reference number (e.g. #PR-2026-XXXXX) and the reason for return.
• Packages received at our facility without an authorized RMA number on the shipping label will be refused and returned to sender.
• 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 coordinate an expedited size exchange.

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 our studio prior to handling the merchandise.

3. Custom, Bespoke & Made-to-Measure Pieces

Custom-sized harnesses, bespoke leather colorways, and personalized stamped accessories are crafted specifically to individual client measurements and are strictly non-refundable once bench crafting has commenced. Cancellation requests on bespoke orders are only accepted within 48 hours of order placement, subject to a 5% administrative transaction processing fee.

4. 30-Day Defect Inspection & Replacement Protocol

We build our gear to endure. 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 concierge@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) the packaging label showing your batch or order details.
3. Our team will review your submission within 1–2 business days.
4. Upon validation, we provide a prepaid courier return label and dispatch an immediate replacement piece or issue a full refund to your original payment method.

5. Return Shipping & Refund Processing Timelines

For standard remorse returns, the client 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 RMA return is received and inspected (typically within 2 business days of arrival):

• We process the refund with our payment processor 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.
• Credit card refunds reflect neutrally as a credit from PR SUPPLY.

6. Contact Client Support

For questions regarding an existing return or to request an RMA number:

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