RAYUHOME / LEGAL
Return & Refund Policy
Last updated: October 28, 2026
Rayuhome specialises in wholesale lighting orders for businesses and resale, including samples and small batches. Wholesale purchases cannot be returned or exchanged for non-quality reasons. We do address defects, transit damage, incorrect goods, shortages and non-delivery as explained here. Applicable mandatory rights take precedence.
1. No returns for non-quality reasons
Confirmed wholesale orders cannot be returned or exchanged because of a change of mind, style or colour preference, a customer ordering error, excess inventory, slow resale, project cancellation or incompatibility with requirements that were not disclosed and agreed before purchase. Check model, dimensions, voltage, light colour, finish and quantities before paying. Goods that differ from agreed specifications or the offered description do qualify for assessment as an issue. This restriction is subject to the mandatory rights section.
2. Issues we do resolve
We address manufacturing defects, failures under correct use, transit damage, models or specifications different from those confirmed, missing quantities and non-delivery. After assessment, we will arrange repair, parts, replacement, exchange or a full or partial refund as appropriate to the issue, the agreement and applicable rights. We do not require store credit in place of a refund that is due. An issue affecting some units does not automatically entitle a return of the entire batch, unless required by law or the nature of the defect.
3. When to report and what to keep
We recommend inspecting goods and reporting visible damage, shortages or incorrect items within 7 calendar days of receipt to help investigation. Report hidden defects as soon as you discover them within the applicable warranty or legal period. The 7-day recommendation does not shorten warranties or legal deadlines and does not automatically exclude later claims. Keep affected items and, where possible, packaging; do not dispose of goods or attempt repairs without coordination.
4. How to submit a request
Email sales@rayuhome.com with your order number, receipt date, SKU or model, affected quantity and a description of the issue. Attach photos or a video when helpful; an unboxing video is not a mandatory condition for handling a claim. If any information or evidence is unavailable, tell us so we can agree on a reasonable alternative. We aim to respond within 3 business days. If you have not received a response, follow up with your order number.
5. Assessment and authorised returns
We aim to provide an initial assessment within 10 business days after receiving the information reasonably needed. If a technical inspection is necessary, we will explain why and give an estimated timeframe. Ask for instructions and the authorised address before returning goods; do not send them to the sender address on your own. When a physical return is needed, we will coordinate return authorisation, transport and suitable packing. Missing original packaging alone does not cancel statutory rights.
6. Costs and resolution of a confirmed issue
For a confirmed covered defect, supply error or transit damage attributable to our delivery, Rayuhome covers reasonable and necessary authorised collection or return costs and shipping of the agreed remedy. We do not charge restocking fees for valid claims. If assessment identifies misuse, incorrect installation, voltage incompatible with confirmed specifications, unauthorised modification or normal wear as the cause, we will explain the findings and any options or costs before asking for your agreement; statutory rights still apply.
7. Refund amount, method and timing
Approved refunds cover the affected units and the applicable taxes and shipping charges. Where an entire order is undelivered or returned for a covered issue, the refund includes the applicable original shipping charges. We initiate refunds within 5 business days of approval and, where needed, coordinated receipt or collection of the goods. Refunds use the original payment method and transaction currency; if that method cannot receive a refund, we will agree on a verifiable alternative with the payer. Banks or providers usually need an additional 5 to 15 business days to post the credit; timing may vary. We provide confirmation or a reference and help if it does not appear. We will not ask you to make an additional payment to release a refund.
8. Pre-dispatch cancellations and unavailable stock
Request cancellation as soon as possible. For wholesale orders, change-of-mind cancellation requires our confirmation and is not guaranteed once sourcing, production or preparation has begun. If accepted, we will confirm the refund amount and any previously agreed, legally applicable costs in writing. If we cannot supply an order, you may choose an expressly accepted alternative or a refund of the unsupplied amounts. We will not substitute goods or retain payments for goods we cannot deliver without your agreement or a legal basis.
9. Warranties and mandatory rights
This policy does not remove agreed warranties, rights concerning hidden defects or any rights that applicable law makes mandatory. If a transaction legally qualifies for consumer protection, the applicable rights to cancellation, return, choice of remedy, refund and compensation take precedence even if an order is described as wholesale, a sample or a small batch. Special order terms cannot reduce those rights. Policy updates do not retroactively alter the confirmed terms of earlier orders.