Refund policy

RAYVER™ Return Policy

At RAYVER™, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you may request a return in accordance with the conditions outlined below.

1. Return Period You have 30 calendar days from the date you receive your order to submit a return request.

2. Return Conditions To be eligible for a return, the product must be strictly unused and in the exact same condition in which it was received. It must be returned inside its original packaging, complete with all tags and accessories. The item must show no signs of damage caused by misuse or improper handling, and the request must be accompanied by a valid proof of purchase or order number. We reserve the right to refuse any returns that do not meet these strict criteria.

3. Items Not Eligible for Return For quality and safety reasons, we cannot accept returns on personalised or made-to-order products, gift cards, or any items that have been visibly used, damaged, or altered by the customer. Additionally, products unsealed after delivery cannot be returned for hygiene and health protection reasons, as permitted by applicable law.

4. Faulty, Damaged or Incorrect Items If you receive a product that is faulty, damaged during transit, or completely different from the item you ordered, please contact us within 48 hours of receiving your delivery. In these specific cases, RAYVER™ will cover all return shipping costs. Once verified, we will offer you a full refund, a replacement product, or a new item sent at no additional cost. Please note that we may request clear photographs or videos to verify the issue prior to approval.

5. Return Shipping Costs Unless the product is faulty or the return is a direct result of an error on our part, all return shipping costs remain the responsibility of the customer. Original shipping charges are strictly non-refundable, except where the return is due to an error by RAYVER™ or where otherwise mandated by Australian Consumer Law.

6. How to Request a Return To initiate a return, please contact our customer support team providing your full name, order number, a brief reason for the return, and photographs of the product if applicable. Once your request has been reviewed and approved, our team will provide you with detailed instructions on how and where to send your package. Please be aware that returns sent to our facilities without prior authorisation will not be accepted.

7. Refunds Process Once your package arrives at our warehouse, it will be inspected by our team. We will then notify you via email regarding the approval or rejection of your refund. If approved, the funds will be automatically issued back to the original payment method used for the purchase. Please allow approximately 5 to 10 business days for the credit to appear, depending on your bank or payment provider's processing times.

8. Exchanges We do not currently offer direct product exchanges. If you would like a different colour or style, the fastest way to ensure you get what you want is to return the original product for a refund and place a completely new order through our website.

9. Undelivered or Refused Orders If an order is returned to our warehouse due to an incorrect shipping address provided at checkout, repeated failed delivery attempts, or a direct refusal of delivery, RAYVER™ reserves the right to deduct any shipping and handling costs incurred from your final refund amount.

10. Contact Us If you have any further questions or concerns regarding this policy, please do not hesitate to contact our customer support team using the email address provided on our Contact page. RAYVER™ reserves the right to update or modify this policy at any time to reflect legal requirements or improvements to our customer service experience.