This Returns Policy applies to all products purchased directly from RAYDEEP LIMITED’s official online store (the “Website”). It outlines the terms and procedures for returning products (including women’s bohemian-style/western wilderness-inspired vacation dresses, pants, and related accessories) for a refund or exchange. For products bought via third-party platforms (e.g., marketplaces), please refer to the respective platform’s return rules. By placing an order on our Website, you acknowledge and agree to comply with this Returns Policy.
1. Eligibility & Timeframe for Returns
- Return Window: You may initiate a return within 30 calendar days from the date of delivery (confirmed by the shipping carrier’s “delivered” status). Returns requested after this period will not be accepted.
- Proof of Purchase: A valid order number (found in your order confirmation email) is required to process all returns.
2. Conditions for Acceptable Returns
To be eligible for a return, products must meet the following criteria:
- Product Condition: Unworn, unwashed, and free from stains, odors, or signs of use. All original tags, labels, and packaging (e.g., garment bags, hangtags) must remain intact.
- Swimwear & Intimate Apparel: Must retain the original hygiene liner. Returns without the hygiene liner will be rejected.
- Defective/Incorrect Products: If you receive a product with manufacturing defects (e.g., torn fabric, broken zippers) or the wrong item (e.g., wrong size/style), please notify us within 7 days of delivery (see Section 6 for details).
- Non-Acceptable Returns: We cannot accept returns for products that have been altered, damaged due to improper use, or returned without original packaging/tags.
3. Step-by-Step Return Process
Follow these steps to initiate and complete a return:
- Request a Return Authorization (RMA):
Before shipping any products back, contact our customer service team via email ([email protected]) or phone ((852) 5070 3884) with your order number, product name/style code, and reason for return. We will review your request and issue a unique RMA number within 1-2 business days (if approved).
Note: Returns sent without a valid RMA number will be refused or delayed.
- Prepare the Package:
Pack the product(s) securely in the original packaging (or a comparable protective package) to prevent damage during transit. Include a copy of your order confirmation or a note with your RMA number, name, and contact information inside the package.
- Ship the Return:
Send the package to the following address (clearly mark the RMA number on the outer box):
RAYDEEP LIMITED – Returns Department
RM.517 NEW CITY CENTRE, 2 LEIYUE MUN ROAD, KWUN TONG, HONG KONG
- You are responsible for arranging and paying for return shipping, unless the return is due to a defect or our error (see Section 6).
- We recommend using a trackable shipping service and keeping the tracking number for reference, as RAYDEEP is not liable for lost or misdirected return packages.
- Confirm Return Delivery:
After shipping, email your tracking number to [email protected] so we can monitor the return. Once we receive and inspect the package (typically 3-5 business days after delivery to our address), we will notify you via email of the inspection result.
4. Refund Rules
- Refund Processing Time: If your return is approved, we will process the refund within 7-10 business days of confirming the product meets our return conditions.
- Refund Method: Refunds will be issued to your original payment method (e.g., credit card, PayPal). The time for the refund to appear in your account depends on your payment provider (usually 3-5 business days for credit cards, up to 10 days for international payments).
- Refund Amount:
- Standard returns: Refunds cover the product purchase price only (excludes original shipping fees, customs duties, or taxes paid at checkout).
- Defective/incorrect products: Refunds cover the product purchase price + original shipping fees (we will also reimburse return shipping costs upon receipt of your shipping receipt).
- Promotional items: Refunds are based on the actual amount you paid (not the original retail price).
5. International Returns
For customers outside Hong Kong, please note:
- Customs & Duties: You are responsible for any customs duties, taxes, or fees incurred when returning products to RAYDEEP. We recommend declaring the package as “Return to Sender – No Commercial Value” to minimize potential charges, but RAYDEEP is not liable for any fees imposed by your local customs authority.
- Shipping Delays: International returns may take 2-4 weeks to reach our Hong Kong address. We will process your return once the package is received and inspected.
- Lost International Returns: RAYDEEP is not responsible for return packages lost or delayed by international shipping carriers. Always use a trackable service and keep proof of shipment.
6. Defective or Incorrect Products
If you receive a product that is defective, damaged, or not what you ordered:
- Contact our customer service team within 7 days of delivery, including:
- Your order number
- Clear photos/videos of the defect/damage or incorrect item
- A description of the issue
- Our team will review your claim within 2 business days. If approved:
- Option 1: We will send a replacement product (if in stock) at no cost to you.
- Option 2: We will process a full refund (product price + original shipping) and provide a prepaid return label (for eligible regions) to send back the defective/incorrect item.
7. Exchanges
RAYDEEP currently does not offer direct exchanges. If you wish to exchange a product (e.g., for a different size/style), we recommend:
- Initiate a return for the original product (following Section 3) to receive a refund.
- Place a new order for the desired product on our Website (ensure the product is in stock before returning).
Contact our customer service team if you need assistance with reordering.
8. Changes to This Returns Policy
RAYDEEP reserves the right to modify this Returns Policy at any time. Updated policies will be posted on our Website with a revised “Last Updated” date. Your continued use of our Website or purchase of products after the update constitutes acceptance of the new policy.
9. Contact Us
For questions about returns, RMA requests, or defective products, please reach out to:
RAYDEEP LIMITED
RM.517 NEW CITY CENTRE, 2 LEIYUE MUN ROAD, KWUN TONG, HONG KONG
Email: [email protected]