Refund policy
Effective date / last updated: 8 September 2026
120-day money-back guarantee. If you are not satisfied with your rhinoBREAK for any reason, contact us within 120 days of delivery and we will refund what you paid for the product. No forms, no interrogation.
1. What the guarantee covers
The guarantee applies to the rhinoBREAK escape tools and other physical products in your order, bought directly from us. It runs for 120 days from the date your order is delivered. You do not need to give a reason. If any offer page, product page or order confirmation promises you something more generous than this Policy, that more generous promise applies to that purchase.
2. Your cancellation rights
Because our Terms are governed by Latvian law, you have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. This is in addition to everything else in this Policy.
United States law does not give a general cooling-off period for online orders (the FTC's Cooling-Off Rule covers certain door-to-door and off-premises sales, not online purchases), so both the 14-day withdrawal right and our 120-day guarantee give you more than US law requires.
Our 120-day guarantee runs alongside the 14-day right and never replaces or reduces it. Nothing in this Policy limits any right you have under the consumer-protection law of your state.
3. Condition of returned items
You may open the packaging and handle the product to check it; that never voids the guarantee. We ask that returned items are reasonably complete, so please include the tool and any clip or accessory that came with it where you still have them. A product that has been fired or used is still returnable under the guarantee; the guarantee exists precisely so you can test it.
4. How to start a return
- Email support@ourfamilyangel.com with your order number and the name the order was placed under.
- Tell us briefly what you would like: a refund, a replacement, or help with the product.
- We reply with instructions and, where a physical return is needed, the return address. Please do not send anything back before you have those instructions, or we may not be able to match the package to your order.
5. Who pays return shipping
If the item is faulty, damaged, incorrect, or not as described, we cover the cost of return. If you are returning simply because you changed your mind, the return shipping is yours to pay. For low-value items we may waive the physical return entirely and refund you without asking for the product back; we will tell you if that applies.
6. What is refunded, and when
- We refund the price you paid for the returned products, plus any sales tax charged on them.
- Where you cancel within the 14-day withdrawal period, we also refund standard outbound shipping, up to the cost of our cheapest standard option.
- Outside that period, original outbound shipping is refunded when the return is our fault: a faulty, damaged or incorrect item.
- Optional add-ons that have already been delivered or consumed (such as shipping protection on a package that arrived safely) are not automatically refunded, though we will look at your case if you ask.
- Refunds are issued to the original payment method. We process approved refunds within 3 business days of approving them, or of receiving the returned goods where a return is required. Your bank or card issuer typically takes a further 5 to 10 business days to post the credit.
7. Replacements and exchanges
If a product arrives faulty or is damaged in transit, tell us within a reasonable time of delivery and we will send a replacement at no cost, or refund you if you prefer. Photographs of the fault and the packaging help us process this quickly and mean you usually will not need to ship anything back.
8. Canceling before shipment
If your order has not yet shipped, email us and we will cancel it and refund you in full.
9. Memberships and recurring charges
Refunds for membership charges are covered by the VIP Membership Terms.
10. Chargebacks
If something has gone wrong, please email us first; we can almost always fix it faster than your bank can. Filing a chargeback without contacting us starts a process that can take your bank up to 90 days, and we are required to respond to it with documentation rather than simply refunding you.
11. Fair use
The guarantee is intended for genuine customers. We may decline a claim, and may decline future orders, where there is clear evidence of abuse, for example repeated claims across multiple orders or accounts, or claims for products that were never bought from us. We will always explain our reasoning if we do this.
12. Contact
Write to us at support@ourfamilyangel.com, or by mail to Artilerijas iela 19-31, Riga, Latvia, LV-1001.