Refund policy

Returns, Exchanges & Refund Policy – Raylo

Last Updated: August 16, 2026

At Raylo, we are committed to providing a safe, reliable, and trusted shopping experience. We do our best to ensure that our customers are satisfied with their purchases. If you are not satisfied with your order for any reason, you may contact our customer service team in accordance with the terms and procedures outlined in this policy.

Please read this policy carefully before completing your purchase. It explains when returns, exchanges, and refunds may be requested, as well as the applicable conditions and procedures.

1. Return Eligibility

Customers may request a return within 7 days from the date the order is received, provided that the product meets the return conditions outlined in this policy.

The product must be:

- Unused and unworn, where applicable.
- In its original condition as received.
- Free from damage caused by misuse or negligence.
- Returned with all original accessories, components, and parts provided with the product.
- In its original packaging, whenever reasonably possible.
- Free from dirt, breakage, or damage resulting from customer use.
- Accompanied by the order details or other proof of purchase.

Raylo reserves the right to reject a return request if the product does not meet the conditions stated above.

2. Non-Returnable Products

Due to the nature of certain products, some items may not be eligible for return once they have been opened or used, particularly products that:

- Have been opened or used in a way that affects their resaleability.
- Relate to health or personal hygiene and are no longer suitable for return after the packaging has been opened.
- Have been specially manufactured or prepared according to the customer's request.
- Have been damaged, broken, or misused after delivery.
- Are missing any original components or accessories.
- Cannot reasonably be resold in their original condition due to the nature of the product.

If a particular product is subject to specific return restrictions or conditions, these will be stated on the product page or before the purchase is completed.

3. Returns Due to Product Defects

If you receive a product with a manufacturing defect or an issue that affects its normal functionality or use, please contact Raylo Customer Service as soon as possible after receiving your order.

We may ask you to provide information or evidence such as:

- Your order number.
- Clear photographs of the product.
- A video demonstrating the issue, when necessary.
- Photographs of the packaging if the product was damaged during shipping.

After reviewing and assessing the issue, one of the following solutions may be offered, depending on the nature of the problem and product availability:

- Replacement with a functioning product.
- Repair, where appropriate and reasonably possible.
- Refund of the product value if replacement or repair is not possible.

When the return is caused by a product defect or an error on Raylo's part, the customer will not be responsible for the return shipping costs associated with resolving the issue.

4. Incorrect Product Received

If you receive a product that differs from the item you ordered, please contact us as soon as you identify the issue.

Raylo will work to correct the error, which may include:

- Arranging the collection or return of the incorrect product.
- Sending the correct product.
- Covering the shipping costs associated with correcting the error, as applicable.

Please do not use the product or remove any of its components or accessories before contacting our customer service team.

5. Returns Due to Change of Mind

Customers may request a return because they have changed their mind, provided that all applicable return conditions outlined in this policy are met.

In such cases:

- The product must be unused.
- The product must remain in its original condition.
- The customer may be responsible for the return shipping cost.
- The product will be inspected after it is received.
- Any eligible refund will be processed after the return has been approved.

If the product has been used, damaged, or is missing any components or accessories, it may not be eligible for return.

6. How to Request a Return or Exchange

To request a return or exchange, please contact Raylo Customer Service through the official contact channels available on our website.

Please provide the following information:

1. Order number.
2. Customer name.
3. Phone number used when placing the order.
4. Product name.
5. Reason for the return or exchange.
6. Photos or videos of the product, if requested by our customer service team.

Once your request is received, the Raylo team will review the case and provide you with the next steps.

Please do not send any product to an address on your own before receiving clear instructions from our customer service team.

7. Inspection of Returned Products

Once a returned product is received, it may be inspected to determine whether it meets the return conditions outlined in this policy.

If the product meets the applicable requirements, the return will be approved and the refund or exchange process will begin, as applicable.

However, if the product is found to have:

- Been used beyond what would reasonably be considered normal inspection, affecting its resaleability.
- Been damaged by the customer.
- Missing components or original accessories.
- Been modified or repaired without authorization.
- A condition that differs from the condition described when the return request was submitted.

The return may be rejected, or an appropriate deduction may be made from the refund based on the condition of the product.

8. Refunds

If a refund is approved, the eligible amount will be refunded after the return has been approved and the necessary procedures have been completed.

The time required for the refund to appear in the customer's account depends on the payment method used and the financial institution or payment service provider responsible for processing the transaction.

It may take several business days for the refunded amount to appear in the customer's account after Raylo processes the refund.

If the refund does not appear within the expected timeframe, please contact us with your order number and refund details so that we can assist in following up on the transaction.

9. Shipping Costs

If a return or exchange is required due to an error by Raylo, such as:

- Receiving an incorrect product.
- Receiving a defective product.
- An issue resulting from incorrect order fulfillment.

Raylo will cover the shipping costs associated with resolving the issue, as applicable.

If the return is requested because the customer has changed their mind, the customer may be responsible for the return shipping cost, depending on the nature of the order and product.

10. Discounted Products and Promotional Offers

Products purchased as part of promotions or discounts may be subject to specific return or exchange conditions.

If special conditions apply to a particular promotion or product, they will be stated on the product page or during the purchasing process.

These conditions do not affect the customer's rights in cases involving defective products or products that do not match the original order.

11. Order Cancellation Before Shipping

If you wish to cancel your order, please contact Raylo as soon as possible.

If the order has not yet been processed or shipped, we will make reasonable efforts to cancel it before it is dispatched.

If the order has already been shipped, it may instead be handled as a return in accordance with this policy.

12. Refusal to Accept Delivery

If a customer refuses to accept an order without a reason related to a product defect or an error in the order, the customer may be responsible for shipping costs or other expenses associated with the attempted delivery and return of the shipment, as applicable.

We therefore recommend contacting customer service before refusing delivery to avoid unnecessary costs or procedures.

13. Products That Have Been Used

To protect the rights of all customers, products that have been used beyond what would reasonably be considered normal inspection generally cannot be accepted for return.

However, if a manufacturing defect becomes apparent after normal use, please contact us. The case will be assessed separately based on the nature of the issue.

14. Damage Caused by Misuse

This return policy does not cover damage resulting from misuse or handling the product in a manner contrary to its intended use or instructions, including:

- Improper use.
- Failure to follow operating or usage instructions.
- Drops or breakage caused by the customer.
- Exposure to water, heat, or unsuitable substances where the product is not designed to withstand such exposure.
- Unauthorized modifications or repairs.
- Negligence or improper storage.

15. Customer Responsibility for Returned Products

Until the returned product is received by Raylo or an authorized shipping provider, the customer is responsible for taking reasonable care of the product, its packaging, components, and accessories.

If the product is packaged or shipped in an unsafe manner and is damaged during the return process as a result, this may affect its eligibility for return or the amount eligible for refund.

16. Exceptions and Special Conditions

Return conditions may vary for certain products due to their nature, intended use, supplier requirements, or manufacturer policies.

Where specific conditions apply to a particular product, the conditions stated on the product page will apply in addition to this policy, subject to the rights and obligations established by applicable laws and regulations.

17. Customer Rights

This policy is intended to organize the return, exchange, and refund process and clarify the rights and responsibilities of the parties involved.

It is not intended to limit any legal rights granted to customers under applicable laws and regulations.

If any provision of this policy conflicts with a mandatory legal right applicable to the customer, the applicable legal right will prevail.