All returns and claims must be pre-authorized by rayonshine.com via e-mail ([email protected]) within 30 days of receipt with your stated reasons. rayonshine.com is not responsible for any return shipping costs with the exception of items damaged during shipping or mistakes made on our behalf. rayonshine.com will only issue a refund for the cost of the item (not including shipping cost) or provide store credit.
rayonshine.com require customers to pack and ship the return item in it's original state. Please allow 5-7 business days for us to process the refund after we receive the returned item. Merchandise damaged during shipping is eligible for return shipping cost or replacement with CLEAR photo proof of the damaged item AND the condition of the packaging as this info is needed for rayonshine.com to file a damage claim. International orders that lost or damaged in shipping also may require an electronic signature to be processed.
Shipping damage claims must be filed within 7 days of receipt and emailed to [email protected]. Clear photos of the damage products and corresponding packaging must be provided and packaging supplies must be kept until further notice. Shipping damage claims will not be granted to products that have been installed or assembled.
SHIPPING TERMS:
All our products are made or assembled to order. Please refer to each product description lead time as certain items are made to order and can take up to 12 weeks.
At present, we deliver to the following countries: Belgium, Finland, France, Germany, Austria, Denmark, Estonia, Iceland, Italy, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Spain, Sweden and Switzerland.
In light of the current pandemic, please note:
We are doing our best to deliver orders within our usual lead times, but please be aware that some may take longer due to the reduced capacity of our warehouses and carriers. We sincerely apologise for any inconvenience this may cause. Please do not hesitate to email a member of our Customer Services team should you have any questions.
Changes to estimated delivery date.
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 60 days, we will:
a) let you know;
b) cancel your order; and
c) give you a refund.
PACKAGES GETS LOST OR DAMAGED
If the package is lost or damaged (this is included in our shipping costs), we require all international shipments to be insured. Unless otherwise arranged with us, duties and taxes are the sole responsibility of the recipient. If you send an international package as a gift, we recommend that you contact us first so that we can deal with customs duties with you. If you have not received your order within 60 days, please contact us at [email protected] and contact your local postal operator to check if the item has been detained. Lost international parcels may take time to track (up to 6 weeks), so we ask you to be patient and file a claim for international parcels.
