Return and Refund policy

At Rayzmart, we want every customer to feel confident and comfortable when shopping with us. Our Return & Refund Policy is designed to offer clarity, fairness, and complete transparency regarding how returns, exchanges, cancellations, and refunds work. We believe that customers should never feel uncertain or confused about their rights, which is why this policy explains every step of the process in detail. Whether you received an incorrect item, a damaged product, or simply changed your mind, our guidelines below outline exactly how we can assist you.

Our return window is 30 days, providing customers ample time to inspect their purchase and decide whether they wish to keep it. The refund process is smooth and structured to ensure fairness to both the customer and our business. By reading this policy in full, customers will understand what qualifies for a return, how to initiate a request, how refunds are processed, and what to expect throughout the entire journey.

Eligibility for Returns

30-Day Return Window

Customers have 30 days from the date of delivery to request a return. After the 30-day window has passed, returns cannot be accepted. This window is generous enough to allow customers to inspect the product, test functionality if applicable, and ensure it meets their expectations.

Condition of Returned Items

Returned items must be in the same condition in which they were received unless the product arrived defective or damaged. Items should include:

• Original packaging

• Original accessories

• Tags, labels, manuals (if applicable)
  

Products that show signs of misuse, intentional damage, or incomplete packaging may not qualify for a full refund.

Non-Returnable Items

For health, hygiene, and safety reasons, certain items cannot be returned once opened. These include:

• Personal care items

• Consumables

• Used cleaning supplies

• Items exposed to pets or chemicals
  

If any such product arrives damaged or incorrect, customers may still qualify for a replacement.

Return Process

How to Initiate a Return

To begin a return, customers must contact our support team at support@rayzmart.com. In your email, please include:

• Full name

• Order number

• Reason for return

• Photos or videos (if the item is damaged, defective, or incorrect)

Our team reviews all requests within business hours and provides clear instructions for the next step.

Approval & Return Authorization

Once your request is reviewed, our team issues a Return Authorization (RA). Unauthorized returns or returns shipped without approval may not be accepted or processed. The RA includes:

• Return shipping instructions

• Return shipping address

• Required packaging guidelines

• Expected evaluation timeframe

Return Shipping Responsibility

Return shipping costs depend on the reason for return:

• If the item is incorrect, damaged, or defective: Rayzmart covers the return shipping.

• If the customer changed their mind: The customer is responsible for return shipping.

We provide printed or digital return labels in qualifying cases.

Damaged, Defective, or Incorrect Orders

Reporting a Defective or Damaged Item

If a product arrives damaged or malfunctioning, customers must notify us within 48 hours of delivery. Please include photos/videos showing:

• Outer packaging

• Inside packaging

• Product damage or defect

This documentation helps us file carrier claims and process replacements faster.

Wrong Item Received

If the wrong item is delivered, customers should notify us immediately with photos. A free return label is issued, and a replacement is prepared once the incorrect product begins transit back to us.

Replacement Process

Replacements are shipped after the returned product arrives at our facility and passes evaluation or earlier if approved by the support team.

Refund Process

Evaluation of Returned Items

Once your item is received, our team inspects it to confirm the condition and eligibility for a refund. The evaluation verifies:

• Item condition

• Completeness of accessories

• Absence of misuse or intentional damage

• Authentic reason for return

If the return is approved, the refund is processed according to your original payment method.

Please note: that approved refunds are subject to a 15% cancellation and processing fee, which will be deducted from the total refundable amount. This fee helps cover transaction, handling, and restocking costs.

Refund Processing Time

Refunds typically take up to 10 days after the item has been received and approved. This processing window allows us to:

1. Verify item condition

2. Close the return authorization file

3. Process the refund with your bank or payment provider

Please note that some banks or credit card companies may take additional time to post the refund.

Refund Method

Refunds are issued back to the original payment method only. We do not offer refunds in cash or to alternate accounts.

All refunds are processed after deduction of the applicable 15% cancellation and processing fee.

Partial Refunds

Partial refunds may apply if:

1. Original packaging is missing

2. Accessories/manuals are not returned

3. The item shows minor signs of use

In such cases, the refund amount will be adjusted accordingly after applying the 15% cancellation and processing fee.

Customers are always notified before a partial refund is processed.

Cancellations

Order Cancellation Before Shipment

Customers may request cancellation of an order before it enters the processing or shipping stage.
If a cancellation is approved, the refund will be issued after deducting a 15% cancellation and processing fee.

Once an order has entered processing or shipping, cancellation is no longer possible.

Cancellation of Shipped Orders

If a shipped order is canceled, the customer must complete the return process once the item arrives.

Once the returned item is received and inspected, the refund will be processed minus a 15% cancellation and processing fee, provided the item meets return eligibility conditions.

Exchanges

Exchange Eligibility

Rayz Mart offers exchanges for the same product in the case of:

• Receiving a defective item

• Receiving a damaged item

• Receiving an incorrect item

For preference-based exchanges (size, color, model), availability may vary.

Exchange Processing

Exchanges follow the same approval and inspection steps as returns.

Missing Packages & Delivery Issues

Package Marked Delivered but Not Received

If your tracking shows “Delivered,” but you did not receive your order:

1. Check your mailbox, doorstep, porch, and nearby safe locations

2. Ask neighbors or building management

3. Verify the address provided

If still missing, contact us for a carrier investigation.

Lost Shipments

Once confirmed lost by the carrier, we issue a replacement or full refund depending on customer preference.

Customer Responsibilities

Customers must:

• Provide accurate shipping information

• Keep packaging until sure they will keep the product

• Respond promptly when return documentation or clarification is needed

These steps ensure smooth and timely processing.

Support for Return or Refund Questions

For any questions or special cases not mentioned in this policy, customers may contact us anytime at support@rayzmart.com. Our team will respond during business hours with complete guidance.

Business Details

Business Name: Rayz Mart
Business Hours: 08:00 AM to 4:00 PM (Monday to Friday)
Business Number: +1 (512) 543 0339
Business Email: support@rayzmart.com
Business Address: 5900 Balcones Dr, Austin, Texas 78731, United States.