In the unlikely event you need to request a return please use our online returns form which is accessed via your account . Click here to visit your account. Before you make a return please make sure you have read the following terms carefully
In addition to this policy you should also refer to our general Terms and Conditions of Sale.
Return requested within 14 days
In line with the Consumer Contract (ICAC’S) Regulations you have a cooling off period where an item can be returned within 14 days following the day after you receive your item. The item must not be used and must be 'as new' when returned to us. You must return the item to us or request us to collect the item, in either case, at your cost. Once you've informed us that you wish to return an item, you have 30 days to return it. Once the item is received at raysandirect.com, we'll issue a refund for the product to your original payment method.
Non-faulty returns will not be accepted for electronic software downloads unless you inform us within 14 working days of receipt of the item and it can be proven that the Licence Key has not been viewed. For faulty Products, returns will only be accepted if the product itself is deemed to be defective by the manufacturer in accordance with the End-User License Agreement or it can be proven that the License Key has not been viewed. We will replace any damaged or non-conforming Licence Key upon receipt of the manufacturer’s confirmation that the item is faulty.
In most cases we provide you a return label and deduct the return shipping costs from the refund however, at your discretion you may arrange to return the product via your own courier method. A free collection is only available for defective products. If you return using your courier without prior approval from us you may not be entitled to a refund for the return shipping costs. This is why you should always wait for a return authorisation from us prior to returning an item you ordered from us. Depending on the product the return address may vary. Once you have submitted a return request we will provide your all the information required including the correct return address
If you are a US customer we will provide you a USPS shipping label to return the item back to us. The return shipping label costs are deducted from your refund unless the item is faulty. You may return the item using your preferred courier to the address we provide in the Return authorisation email . For countries outside UK and US please it is the customer's responsibility to return the item back to us. Unfortunately we cannot refund shipping costs or cover return shipping charges of orders outside Europe or USA
Items Damaged in Transit
If any items were damaged in transit, we ask that you inspect item carefully before accepting delivery. If you believe the package is smashed or appears damaged please refuse the package and return to sender. The allows us report the damage to courier or warehouse for a quick replacement. Items should be returned in their original packaging, where possible, complete with all accessories and documentation. If the original packaging is damaged beyond reuse, items should be returned in suitable packaging to ensure the item is not further damaged in transit.
Once received back into our warehouse, we'll issue a replacement or refund to you via your original payment method.
Items Faulty on Arrival
If the items you ordered are faulty on arrival, we request that you inform us within 30 days of receipt if you wish to receive refund or replacement. Items should be made available for collection or returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage costs.
Items Faulty after 30 days
If any of your purchases develop a fault, and it's more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. Please contact the product manufacturer directly for repair or a replacement under warranty. Many manufacturers provide a specialist full on-site service and/or telephone help facilities for your convenience, which we recommend you use in order to correct the fault quickly.
The statutory rights summarised below are in addition to any manufacturer’s warranty which is offered with your Products, such warranties will vary from Product to Product. If you have an issue with the Products, you can choose whether to seek a remedy under the manufacturer’s warranty or your statutory rights.
As a consumer, you have legal rights in relation to products which are faulty, not as expected, of satisfactory quality, or fit for purpose. We offer resolutions according to the timelines outlined by the Consumer Rights Act 2015. Nothing in these terms will affect your legal rights. For business customers all warranty repairs after 28 days of receipt are referred directly to the manufacturer.
Your statutory rights as a consumer
The statutory rights summarised in our terms and conditions are in addition to any manufacturer’s warranty which is offered with your items; such warranties will vary from item to item.
If you have any questions or concerns regarding our returns policy or you noticed any issues with our policy please contact us and we would be glad to assist you. Under European Legislation, if you are not satisfied with the way that we propose to resolve any issue you have with a product you have ordered via our website, telephone, or via our live chat service, then you may raise a complaint with the European Online Dispute Resolution Platform.
Open-Box, Refurbished, Clearance and Used items
Any items purchased which are listed as graded refurbished, ex-display, clearance products or used items (including open box products that may have slight cosmetic defects, be a factory refurbished item or may have previously been sent out and sent back as an unwanted item) have a maximum warranty of 90 days.
You are still entitled to the same remedies as a consumer under the Consumer R, rights Act 2015, as referred to above, however the standard of quality expected of an item under this group have a lower benchmark standard compared to a factory new Product.