Refund Policy
Refund & Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as received — unused, unworn, with all tags, accessories, and original packaging. A receipt or proof of purchase is required.
Q: Can I cancel an order that is already in transit?
A: Once an order has been shipped and handed over to our logistics partners, it cannot be canceled.
Reason:
Products ship directly from our global manufacturing facilities. Once they move into freight containers (sea) or cargo planes (air), they cannot be retrieved.
Action:
You must wait until the item is delivered. Once received, you may contact us at:
Our team will guide you through the return process.
How to Start a Return
To begin a return, contact us at:
📧 support@rayoralight.com
We maintain multiple international processing locations to assist global customers. Our support team will provide the correct return address based on your region.
If your return is approved, we will send you:
✔ A return address
✔ Detailed return instructions
Items sent back without prior approval will not be accepted.
We also maintain several return addresses across North America to simplify the process. Please always contact us first so we can advise the correct return plan for your situation.
Shipping Fees
Shipping fees are non-refundable if the order has already shipped.
If the package has not shipped yet, a refund can be issued.
For all return/exchange issues, contact us at:
📧 support@rayoralight.com
Return & Exchange Conditions
You are entitled to a full refund or replacement if:
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The product arrives damaged due to manufacturing or transport.
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The item is unused and falls under the Rayora Light 30-day return policy.
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The item was returned to sender undelivered.
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The item is not delivered within 90 days.
For these cases, Rayora Light covers all costs, guaranteeing 100% return/refund protection.
If the return is due to personal preference (not damage/quality issues), the customer is responsible for all return shipping costs.
We encourage customers to request additional product details before purchase to ensure satisfaction.
Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can resolve it promptly.
Returns must include:
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Product in original condition
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All accessories & manuals
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Original packaging
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Items that required assembly must be returned unassembled
Non-Returnable Items
The following cannot be returned:
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Products outside the 30-day window
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Orders over $5,000
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Customized or made-to-order products
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Situations where the product listing clearly explains a non-refundable condition
For non-eligible returns, shipping costs are borne by the customer. We may deduct up to 70% of the item value + service fees based on inspection.
Unregistered / unauthorized return packages will be rejected.
Order Cancellation
You may cancel your order within 12 hours of order confirmation.
After that, the order enters processing and cannot be canceled.
Return Process
Step 1: Review our return policy to confirm eligibility.
Step 2: Email us at support@rayoralight.com with your return reason.
Step 3: We confirm the refund amount you’re eligible for.
Step 4: We send return address + instructions.
Step 5: Customer ships the item at their own cost and includes the order confirmation in the package.
Step 6: Email us your tracking number once shipped.
Step 7: We process your refund within 1–3 business days after receiving the returned item.
Exchanges
To exchange an item, return the original item per our policy. Once accepted, you may place a new order for the desired item.
European Union — 14-Day Cooling-Off Period
If your order is shipped into the EU, you may cancel or return the order within 14 days for any reason.
The item must be unused, with tags, and in original packaging.
Refunds (If Applicable)
If approved, refunds are issued to your original payment method.
Typical bank processing time is 7–14 business days.
For more accurate timing, please contact your bank or card issuer.
Late or Missing Refunds
If you have not received your refund:
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Recheck your bank account.
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Contact your card company — posting times vary.
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Contact your bank — processing delays are common.
If you still don’t see your refund, please contact us through the support email.
Customer Rights
We are committed to ensuring all products meet consumer protection standards.
If you believe we have not met legal obligations, please reach out to us.