Razumna
Customs and replacement
1-minute read
Customs and replacement policy
Razumna replaces or refunds orders that fail to arrive due to customs detention or shipment loss, under the conditions below.
Reship
If your order is held at customs for more than 14 business days, or has not arrived within 21 business days of dispatch, contact us. We will ship a free replacement, or issue a refund, your choice.
Conditions
- The customer must provide the order number and confirm the shipping address is unchanged.
- For customs detention claims: a screenshot or carrier message indicating “customs hold” or equivalent is requested but not required.
- For non-arrival claims: tracking must show no delivery scan past the 21-business-day window.
- One replacement per original order. A replacement that itself fails to arrive is refunded.
- Razumna does not require return of any partial or seized shipment.
Refund timing
Refunds are issued to the original payment method within 7 business days of claim approval. For Bitcoin payments, refunds are sent in BTC to a refund address you provide.
Process
Email the support address on the contact page with your order number and a one-sentence description of the issue. Replacement shipment is queued within 48 hours of confirmation. Refunds are processed within 7 business days.