How to Request a Return
Start a return by reaching RAYLINK Customer Care through the Contact Us page before mailing anything. Tell us the order number, which item is involved, and why you would like to return it. We will review the request and send an authorization with the correct return instructions; packages sent without authorization may be declined where the law allows.
Return Window
A return request must reach us within 30 calendar days of the carrier's recorded delivery date. When carrier confirmation is unavailable, the 30-day period starts on the day the customer actually receives the order.
Return Conditions
Eligible merchandise must be unused, uninstalled, and suitable for resale. Please include the original box, protective materials, manuals, accessories, labels, and proof of purchase, then pack the item safely and follow the shipping directions supplied by Customer Care.
Change-of-Mind Returns
We accept qualifying change-of-mind returns requested during the 30-day return period. The merchandise must satisfy the return conditions above. Unless applicable law says otherwise, the customer pays the authorized return freight and the original delivery charge is not refunded.
Incorrect Items
If the item delivered is different from the Order Confirmation, keep the product and all packaging and tell Customer Care promptly—ideally within seven calendar days of delivery. Send the order number and clear photographs. Once verified, RAYLINK will arrange an appropriate replacement or refund without adding a return-shipping charge.
Damaged Items
For merchandise that arrives damaged, retain the item, carton, cushioning, labels, and shipping documents. Notify Customer Care promptly, preferably within seven calendar days, and include the order number plus photographs of both the damage and packaging. After assessment, we will arrange an appropriate replacement or refund at no extra cost. This reporting procedure does not reduce any right that applicable law does not allow a customer to waive.
Non-Returnable Items
Change-of-mind returns are not available for gift cards, personalized or made-to-order merchandise, or products clearly identified as Final Sale. Damage caused after delivery by misuse, incorrect installation, or an unauthorized alteration is also excluded. These limits do not remove remedies for an item that was defective, damaged in transit, or supplied incorrectly, nor do they override non-waivable consumer rights.
Exchanges
RAYLINK does not offer a direct swap for a change-of-mind request. Instead, return the eligible item under this policy and place a separate order for the preferred product. When we confirm that an item arrived damaged or was not the item ordered, Customer Care may provide a replacement as the resolution.
Return Shipping
For a verified wrong item or delivery-damaged product, RAYLINK will provide a prepaid method or reimburse reasonable return postage that we authorized in advance. For an approved change-of-mind return, return freight is the customer's responsibility and a trackable service is recommended. Original delivery fees, import costs, and unapproved premium services are not refundable unless the law requires otherwise.
Refund Processing
We generally examine a returned item within five business days after it reaches the designated return location. Once approved, a refund is sent to the original payment method within five to ten business days after inspection. The card issuer, bank, or payment service may need additional time before the credit appears.
Lost Parcels and Shipping Damage
Contact Customer Care if tracking has not moved beyond the stated delivery estimate, a package is marked delivered but cannot be found, or the shipment arrives damaged. Include the order number, tracking reference, and any useful photographs or details. We will open an investigation with the carrier and, when loss or transit damage is confirmed, arrange an appropriate replacement or refund without additional charge. If we cannot ship within a promised timeframe, we will communicate the available delay or cancellation options as required.