Returns & Exchanges

At Raylovo, we are committed to ensuring your shopping experience is smooth and satisfactory. If you’re not completely happy with your purchase, please review our return and exchange policy for details.

1. Return Policy

We accept returns under the following conditions:

  • Return Window: You may request a return within 30 days of receiving your order.
  • Product Condition: Items must be unused, undamaged, and returned in their original packaging, including all accessories (e.g., tags, manuals).
  • Reason for Return: Returns are accepted for both personal reasons (e.g., not satisfied) and product issues (e.g., defects, wrong item received).

2. Return Process

Step 1: Submit Your Request

  • Contact us via email at service@raylovo.com with the following details:
    • Order number
    • Reason for return
    • Photos of the item (if it’s defective or damaged, provide clear images as evidence)

Step 2: Wait for Approval

  • Our customer support team will review your request within 3 business days and provide return instructions, including the return address.

Step 3: Ship the Item Back

  • Follow the instructions to send the item back to the specified address. Use a reliable shipping service and keep the tracking number for your records.

Step 4: Refund Processing

  • Once the returned item is received and inspected, we will process your refund within 7-10 business days. Refunds will be issued to your original payment method.

3. Exchange Policy

If you received a defective or incorrect item, we are happy to offer an exchange:

  • Exchange Window: You may request an exchange within 14 days of receiving your order.
  • Exchange Conditions: Items must be unused and in the same condition as when received.

The exchange process follows the same steps as the return process. Once approved, we will ship the replacement item to you free of charge.

4. Shipping Fees

  • Returns for Personal Reasons: The customer is responsible for return shipping costs.
  • Returns for Quality Issues or Exchanges: If the return or exchange is due to a defective, damaged, or incorrect item, we will cover the return shipping costs.

5. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items that are visibly used or damaged.
  • Unauthorized returns or items sent back outside the return window.
  • Customized or clearance items (unless they are defective).

Thank you for choosing Raylovo! We’re delighted to provide high-quality products and services for you and your pets.