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Returns Policy

RETURNS

We want to make sure you are completely happy with the product you received which is why we offer a money back guarantee should something go wrong. Our money back guarantee is simple and straight forward. If the item you receive is not as described we will provide a full refund for the purchase and cover the return shipping costs.
 
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If the item stops working or shows a technical failure please contact manufacturer directly before requesting a return. In most cases they should be able to troubleshoot the issue remotely or replace the product under warranty. If we believe that a return request is better resolved by the manufacturer under their warranty we will refer you back to them or assist you with claiming warranty. 

There are certain situations where only partial refunds are granted: (if applicable)
  Package/seal opened items and products with obvious signs of use. 
  CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  Any item that is returned more than 14 days after delivery

Several types of goods are exempt from being returned. Perishable goods such as consumables, liquids, aerosol spray etc cannot be returned. 

Please send all returns to the below address. Please note the US return address is only for customers based in the US. Customers from all other regions must return the item back to our UK fulfilment center

UNITED KINGDOM

Cloud Fulfilment 
Anton House 
Christy Way
Basildon 
SS15 6TR

NORTH AMERICA

Raysan and Carter
AEB-2994-2018
8356 NW 68th ST.
MIAMI, FLORIDA 33166
UNITED STATES
ph: 754-777-8873


Return Terms and Conditions:
* You may only return goods to us subject to our prior written agreement with respect to Amazon terms and conditions. 

*Products must be returned in original box/packaging with all included accessories.

* The RMA is only valid for 7 days from time of processing.

* The RMA is subject to cancellation if the product is returned opened, used or if accessories are missing. 

* All returns are thoroughly inspected when received. If the return request reason is due to defective product and if there is no defect or we find that the defect is due to customer abuse or negligence, we will return the product back to you and you will be responsible for all shipping charges.

* We may not be able to provide a full refund or refund of shipping costs if:
1. the goods are returned opened or seal broken
2. the buyer returns the item damaged or in a condition that is different from the condition in which we sent it
3. the buyer return an item because it is not intended for the purpose/ incompatible
4. the buyer return an item because they no longer need the item
5. the buyer return an item because they ordered it by mistake
6. the buyer return an item because they didn't read the product description or terms of sale carefully

Additional non-returnable items include:
  Gift cards
  Downloadable software products

REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)
If you haven't received a refund yet, please check your bank or credit card account again then contact the respective financial institution, as there is often some processing time before a refund is posted.  
If you've done all of this and you still have not received your refund yet, please contact us at sales@raysandirect.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@raysandirect.co.uk and send your item to our return address provided above

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. You may be entitled to a refund for shipping costs if the items arrives faulty or the return is due to our fault

Depending on where you live, the time frame to receive your exchanged product may vary.

If you are returning an item over £50, you should consider using a shipping service that offers tracking or purchasing shipping insurance. 
We offer no guarantees towards the receiving of your returned item.