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Refund policy
Refund & Return Policy
At RAYANOVA Store, we want you to feel confident when shopping with us.
Please read this policy carefully before placing an order. This policy explains when you may be eligible for a refund, replacement, partial refund, or order cancellation.
By placing an order on our store, you agree to the terms listed below.
30-Day Refund & Replacement Guarantee
We offer a 30-day refund and replacement guarantee for eligible orders.
This guarantee applies only to orders that arrive damaged, defective, incorrect, missing parts, or are confirmed lost/not delivered.
This guarantee does not automatically apply to change-of-mind returns, incorrect size/color/model selected by the customer, or
damage caused by misuse.
1-Year Limited Warranty for Bundle Orders
Some promotional bundle offers may include a free 1-year limited warranty when the customer purchases 2 eligible items in the same order.
Orders with only 1 item are not eligible for the free 1-year limited warranty unless clearly stated otherwise on the product page or offer.
The 1-Year Limited Warranty is separate from our 30-Day Refund & Replacement Guarantee.
Refunds, returns, cancellations, damaged items on arrival, incorrect items, missing items, and delivery issues are handled according to this Refund & Return Policy.
Warranty claims submitted after the refund period are reviewed according to the warranty terms listed below.
The 1-Year Limited Warranty may cover verified manufacturing defects that affect the normal use of the product.
Covered issues may include:
• Product stops working due to a manufacturing defect
• Internal functional failure not caused by misuse
• Defective components
• Faults that appear during normal use
• Other verified product defects approved by our support team
The 1-Year Limited Warranty does not cover:
• Accidental damage
• Drops, cracks, dents, scratches, or physical damage
• Water damage or liquid damage
• Fire damage or heat damage
• Damage caused by misuse, abuse, improper handling, or neglect
• Damage caused by unauthorized repair or modification
• Normal wear and tear
• Cosmetic damage that does not affect product function
• Lost or stolen items
• Products damaged during cleaning or maintenance
• Issues caused by using the product against the instructions
• Batteries, accessories, packaging, or free gifts unless specifically approved
• Change of mind
• Incorrect size, color, model, or variant selected by the customer
• Any issue already covered by a refund, replacement, or partial refund
The warranty period lasts for 12 months from the date the order is delivered.
To submit a warranty claim, the customer must contact us at support@rayanova.store and provide:
• Order number
• Email address used at checkout
• Clear photos or videos showing the issue
• A short explanation of the problem
• The date the issue started
All warranty claims are reviewed before approval. Submitting a warranty claim does not guarantee a replacement, refund, store credit, or any other solution.
If a warranty claim is approved, RAYANOVA Store may offer one of the following solutions:
• Product replacement
• Replacement part, if available
• Store credit
• Partial refund
• Other solution approved by our support team
A full refund is not guaranteed under the 1-Year Limited Warranty.
The 1-Year Limited Warranty may be used one time per eligible product/order.
Replacement products may not receive a new 12-month warranty period unless specifically stated by RAYANOVA Store.
The warranty is valid only for the original customer who placed the order and cannot be transferred, resold, or applied to another order, customer, or product.
We reserve the right to deny any warranty claim if we suspect fraud, false information, repeated or abusive claims, altered photos/videos, intentional damage, or misuse of this warranty policy.
Refund & Replacement Eligibility
You may be eligible for a refund, replacement, or partial refund if:
• The item arrived damaged
• The item is defective
• You received the wrong item
• The item is missing parts
• The package is confirmed lost or not delivered
• There is another verified fulfillment issue caused by our store or shipping process
All requests are reviewed by our support team before approval.
Reporting an Issue
If there is a problem with your order, please contact us within 7 days of delivery.
Requests submitted after 7 days may still be reviewed within the 30-day guarantee period, but approval is not guaranteed.
Requests submitted after 30 days from the delivery date will not be eligible for a refund or replacement.
Proof Required
To review your request, we may ask you to provide:
• Your order number
• Clear photos or videos showing the issue
• A photo of the product received
• A photo of the shipping label or package, if applicable
• A short explanation of the problem
Requests without clear proof may be delayed or denied.
How to Request a Refund or Replacement
To start a refund or replacement request, please contact us at:
Please include your order number, a short description of the issue, and any photos or videos that show the problem.
Our support team will review your request and contact you with the available solution.
Resolution Options
After reviewing your request, we may offer one of the following solutions:
• A free replacement
• A full refund
• A partial refund
• Store credit, if accepted by the customer
The final solution depends on the issue, the proof provided, the order status, and the product condition.
Physical Returns
Because we ship from multiple warehouses and suppliers, physical returns are usually not required.
In most approved cases, you may keep the item while receiving a refund, replacement, or partial refund.
However, we reserve the right to request a return if necessary. If a return is required, we will provide further instructions by email.
Non-Refundable Cases
We do not offer refunds, replacements, or cancellations in the following cases:
• You changed your mind after receiving the product
• You ordered the wrong size, color, model, or variant
• The product was damaged due to misuse, accidents, improper handling, or external factors
• Normal wear and tear
• The request was submitted after the 30-day guarantee period
• The package is marked as delivered by the carrier and there is no verified delivery issue
• You refuse to provide reasonable proof of the issue
• The product was used in a way that caused damage or reduced its condition
Delivered but Not Received
If tracking shows that your package was delivered but you did not receive it, please contact us within 7 days of the delivery date.
Before contacting us, please check:
• Your mailbox or delivery area
• Your building reception or front desk
• Your neighbors
• Other household members
• Your local shipping carrier
Delivered-but-not-received cases are reviewed individually. A refund or replacement is not guaranteed if the carrier confirms successful delivery.
Lost or Delayed Packages
If your package is significantly delayed or appears to be lost, please contact us so we can investigate.
An order may be considered lost if:
• Tracking shows no delivery
• Tracking has not updated for more than 30 business days
• The carrier confirms that the package is lost
If an order is confirmed lost, we may offer a free replacement or a refund.
Shipping delays caused by customs, weather, holidays, incorrect shipping information, or carrier delays do not automatically qualify for a refund.
Order Cancellation
Orders can only be canceled within 12 hours of purchase.
To request a cancellation, please contact us immediately at:
Once an order has been processed, fulfilled, or shipped, it cannot be canceled.
If your order has already shipped, you must wait for delivery and contact us only if there is an eligible issue with the order.
Incorrect Shipping Information
Customers are responsible for entering the correct shipping address at checkout.
We are not responsible for orders that are delayed, lost, or delivered to the wrong address because of incorrect or incomplete shipping information provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible. We can only update the address if the order has not yet been processed or shipped.
Refund Processing Time
Approved refunds are issued to the original payment method used at checkout.
Once approved, refunds are usually processed within 3–5 business days.
Depending on your bank or payment provider, it may take 5–10 business days for the refund to appear on your account statement.
We cannot control bank or payment provider processing times.
Shipping Fees
Original shipping fees, if any, are non-refundable unless the refund is due to a confirmed store error, damaged product, incorrect item, or lost package.
If a replacement is approved, we may cover the replacement shipping cost depending on the case.
Policy Abuse
We reserve the right to deny refund, replacement, or cancellation requests in cases of suspected abuse, fraud, repeated claims, false information, or misuse of this policy.
We may also refuse future service to customers who repeatedly abuse our refund and replacement policy.
Contact Us
If you have any questions about this Refund & Return Policy, or if you need help with an order, please contact us at:
Please include your order number so we can assist you faster.