Restitutiebeleid

Effective Date: November 16, 2026

1. Your 30-Day Shopping Benefits

Take time to experience your purchase and shop with confidence. Eligible purchases from RayNeo’s official online stores include:

• The trial follows the normal purchase and payment process. Refunds are processed after eligible products are returned and approved.
• Custom prescription glasses are excluded from change-of-mind trials, returns and exchanges. Support remains available for manufacturing errors and defects. Eligible prescription orders may still qualify for price protection.
• Detailed eligibility requirements and procedures are set out below.
• If a price adjustment has already been refunded, a subsequent product refund will reflect the adjusted amount paid.

2. Scope

This policy applies to purchases made directly from RayNeo’s official online stores:

Products purchased through third-party platforms or dealers are not covered by this policy’s return, refund, exchange or price protection rules. You may still contact service@rayneo.com with your purchase channel, proof of purchase and request. We will provide assistance and guidance. Resolution is subject to the original seller’s applicable policy and applicable law.

This policy applies to orders placed on or after the effective date. Earlier orders retain the protections available when purchased. Updates will not retroactively reduce those protections.

3. Standard Product Returns & Exchanges

Except for custom prescription glasses and exceptions clearly disclosed before purchase, standard products may be returned or exchanged within 30 days of delivery. Regular promotional products are also eligible.

• Change-of-mind returns: Eligible products may be returned for a refund of the amount paid, with free standard return shipping.
• Exchanges: Subject to product condition, availability and any price difference. Free standard shipping applies to the return shipment.
• Quality issues: Repair, replacement or refund as appropriate following verification and under the applicable warranty policy.
• Incorrect items or verified shipping damage: Replacement, reshipment or refund as appropriate.
• Quality issues after 30 days: Handled under the applicable warranty policy.

Calculating the Return Period

The period starts from confirmed delivery. Eligibility is based on when you first submit your request, not when it is approved or received at the warehouse. A delayed reply does not invalidate a timely request.

For independent products delivered separately, each product’s period starts from its own delivery date. For a bundle that must be used together and is split by RayNeo, the period starts when all products needed for normal use have been delivered.

Return Conditions

Reasonable unboxing, trying on, connecting and functional testing are welcome. Reasonable trial use alone will not result in rejection, a depreciation charge or a restocking fee.

• Products must have no customer-caused damage from drops, liquid exposure, misuse or unauthorized modification.
• Return the main device, accessories, accompanying materials and any gifts required under the applicable promotional terms.
• Pack securely for transport. Keep original packaging where possible and tell us beforehand if it is missing or damaged.
• Unlink accounts, remove personal data and reset the device as instructed.

Missing or damaged original packaging does not automatically disqualify a return. We will help confirm a safe return method.

If a product is damaged or incomplete, we will provide our findings and explain any proposed charges before making deductions. These adjustments are not restocking fees for reasonable trial use.

4. Free Return Shipping

Eligible orders delivered to the United States, Canada, EU member states, the United Kingdom, Australia, Hong Kong and Japan receive free standard return shipping when requested within 30 days of delivery.

• Submit a request through your original store’s returns portal or contact customer service.
• Wait for the return label or complete instructions before shipping.
• Normally return from the original delivery country or region to the designated address.
• Contact us before arranging your own carrier. Approved standard return shipping costs that you are instructed to pay upfront may be reimbursed against valid receipts under the agreed arrangements.
• Unapproved expedited shipping and additional services are not automatically included.
• If the product has been forwarded to another country or region, contact us first. Additional cross-border transportation costs are not automatically included.
• Free return shipping does not automatically include outbound exchange shipments or other logistics services. Arrangements will be explained before processing.

Custom prescription glasses remain subject to their special conditions and do not acquire change-of-mind return rights through this benefit.

5. Custom Prescription Glasses

Custom prescription glasses are sold as one integrated product consisting of the frame and prescription lenses. They are excluded from the standard 30-day trial and change-of-mind return or exchange policy. Frames and lenses cannot be separated for individual returns or refunds.

Cancellation & Modification

• Within 24 hours of placing the order: Contact us to cancel for a full refund or request changes to prescription or customization information.
• After 24 hours: Change-of-mind cancellations, modifications, returns and refunds are not accepted.

We use the time you first contact official customer service to determine eligibility. A delayed reply does not invalidate a timely request.

Manufacturing Errors & Support

• If the product differs from confirmed prescription or customization details, we will provide free correction, a remake or replacement after verification.
• Quality issues are handled through repair, replacement or refund as appropriate under the applicable warranty policy.
• Incorrect items or verified shipping damage are handled through replacement, reshipment or refund as appropriate.
• For discomfort, blurred vision or difficulty adapting, we will first investigate the cause. These descriptions alone will not be treated as a change-of-mind issue.
• If information supplied by you was incorrect but the product was correctly made to the confirmed information, we will assess modification or remake options and explain any costs for your approval before proceeding.

Please check your prescription, pupillary distance and customization details before ordering. Change-of-mind restrictions do not prevent support for manufacturing errors, defects, incorrect items or shipping damage. Eligible prescription products may also qualify for price protection.

6. 30-Day Price Protection

If the same product becomes available at an eligible lower price on the RayNeo official store where you purchased it within 30 days of your order date, you may request a refund of the eligible difference.

Eligibility

• Submit the request within 30 calendar days of placing the order.
• The lower price must be on the same RayNeo store and in the same currency.
• The product must have the same model, specifications, color, configuration and bundle contents.
• Compare new products with new products, not refurbished, used or display items.
• The lower price must be publicly available, with the product in stock and available to purchase.
• The original order must be successfully paid, with the relevant product not canceled or fully refunded.

For prescription products, the frame, lens specifications and customization options must match. Price protection does not change custom-product return restrictions.

Discounts cannot be combined in ways that are not permitted by the applicable purchase terms.

Calculating the Difference

We compare the original product amount paid after discounts with the eligible new price. Additional requests may be made within the original 30-day period. Total adjustments cannot exceed the difference between the original amount paid and the lowest eligible price.

Previous adjustments are deducted to avoid duplicate refunds. Related taxes are adjusted under applicable tax rules. Refunds are issued to the original payment method. A later product return is refunded based on the adjusted amount paid.

Price protection does not compensate for exchange-rate changes, third-party service fees, gift values or payment-provider incentives.

7. Applications & Processing Times

Returns Portals

Please use the portal for the store where you purchased:

If you cannot use the portal, email service@rayneo.com with your order number, purchase store, product information and request.

Bank or payment-provider posting times may vary. If an exchange is unavailable, we will discuss an alternative or eligible refund. Contact us in advance if you cannot meet the dispatch deadline. Do not return products without instructions.

Change-of-mind returns do not require proof of a fault. Reasonable evidence may be requested for quality issues, manufacturing errors or shipping damage. An unboxing video is not required for every after-sales request.

Price Protection Requests

Email service@rayneo.com with:

• Your order number, order email address and purchase store.
• The product, specifications and quantity covered by the request.
• The product link and screenshots showing the lower price, promotional conditions and date.

We respond within 1–2 business days and initiate approved difference refunds within 2–3 business days. A delayed reply or review does not invalidate a request submitted on time.

8. Refund Amounts, Taxes & Fees

• Refunds are based on the amount actually paid, not the original list price.
• Eligible standard return shipping charges are not deducted. No restocking fee applies.
• Original outbound shipping is not retroactively deducted or charged after partial returns or changes in promotional eligibility.
• Merchant payment-processing fees are not passed on to you.
• Import duties, import VAT and necessary customs-clearance fees are covered by RayNeo and are not deducted from the product refund.
• Sales taxes collected at checkout are refunded with the corresponding product under applicable tax rules.
• Separately purchased third-party services follow their own terms; a product refund does not automatically include service-fee refunds.
• Products with previous price adjustments are refunded based on the adjusted amount paid.

The import-charge rule covers initial delivery and returns, exchanges, repairs and reshipments approved by RayNeo and handled according to our instructions. If you have paid these charges, provide your order number and valid receipts for verification and reimbursement. Charges already refunded by another party will not be reimbursed twice.

9. Bundles, Discounts & Gifts

• Discounted orders: Refund the amount paid for the returned product after discounts.
• Full bundle returns: Return the complete bundle and any required gifts for a refund of the bundle amount paid.
• Permitted partial returns: Use the discounted allocation recorded at checkout. Retained products are not repriced at their original list prices.
• Inseparable bundles: Any complete-bundle return requirement is disclosed before purchase.
• Gifts: Keep the gift if eligibility remains after the return. Otherwise, return it as required by the promotional terms disclosed before purchase.
• Missing gifts: We first offer an opportunity to send the gift back. A deduction applies only where its rule and amount were disclosed before purchase.

We will not introduce an undisclosed deduction based on a gift’s stated retail price. Custom prescription glasses do not acquire partial or change-of-mind return rights through bundle or discount rules.

Gift Warranties

Products provided as gifts receive the same applicable warranty period, coverage and after-sales standards as the same products purchased separately.

• Provide the associated order number and gift details; separate proof of purchase for the gift is not required.
• Quality issues are reviewed under the applicable product policy for repair, replacement or other appropriate support.
• A gift for which no separate product price was paid does not generate a cash refund based on its retail value when returned or submitted for warranty service.

Gift warranty rights are separate from requirements to return gifts following a return of the original order.

10. Contact & Statutory Rights

Contact service@rayneo.com with your order number, purchase store and request details.

Price protection starts from the order date. The trial, return, exchange and free-return-shipping request periods start from delivery.

Not having third-party delivery protection does not affect eligible returns, warranty requests or assistance with delivery problems.

This policy does not limit your statutory rights. Mandatory applicable law takes precedence.