Refund policy

Basic Principles

At RayNeo, we value your user experience. If you need any assistance, please get in touch with our customer service team as soon as possible so we can address your concerns effectively.
Hassle-free returns and refunds for any reason must be requested within 30 days after the delivery has been confirmed.
If more than 30 days have passed since confirmed delivery, RayNeo will evaluate after-sales requests based on specific circumstances. In principle, refund requests without a valid reason will not be accepted.
Products purchased through any other channels—including second-hand purchases (even if the product is unused or new)—are not covered by this policy. If you purchased your product from a third-party seller, please refer to their return and refund policies.

To expedite the resolution of potential after-sales issues (such as shipping damage or discrepancies between the received and ordered quantities), we strongly recommend that you record an uninterrupted video while unboxing your package.

Please ensure the video clearly includes:

1.All six sides of the parcel's external packaging and the shipping label information.

2.The complete process from opening the package to removing all items.

3.A clear inspection of the main product and each accessory.

Should you need to initiate a return or exchange, providing a valid unboxing video will serve as crucial evidence for prioritizing your case. It enables us to quickly determine responsibility and resolve the issue for you. Please note that the absence of such supporting documentation may affect the review outcome and processing time of your after-sales request.

Return & Refund Conditions

The standard warranty period is 1 year.
Product Quality Issues:
If the product has quality issues or significantly differs from the description, supporting evidence (such as photos or videos) must be provided.
Shipping Damage:
Please inspect the package upon delivery. If the product is damaged during transportation, contact the logistics provider immediately and retain relevant evidence (e.g., photos, delivery receipt).
Returns for Non-Quality Reasons:
If the return is due to personal reasons (e.g., change of mind), to begin the return process, secure the item(s) you are returning in its original packaging and contact us at service@rayneo.com with your order number. Customers are responsible for the return shipping costs in such cases.

Return & Refund Process

Submit a Request
Channel: Contact our customer service team through official support channels.
Required Information: Order number, product name, reason for return, and supporting evidence (photos/videos).
Review & Approval
We will respond with the review result and return instructions within 1–2 business days.
Return the Product
Ship the item back according to the return address and method provided by customer service.
Keep the tracking number for reference.
Inspection & Confirmation
Within 7 business days of receiving the returned item, we will inspect the product.
If it meets the return conditions, we will proceed with the refund.
Please ensure all original contents are included, such as the main device, accessories, gifts, and packaging.
Refund or Replacement
Refunds will be issued to the original payment method.
Replacements depend on stock availability and will be arranged based on customer service confirmation.

Shipping Fees & Deductions

Covered by RayNeo:
Return shipping costs will be covered if the return is due to product quality issues or shipping damage.
Covered by Customer:
For returns due to personal reasons (e.g., dislike, incorrect purchase), the customer is responsible for the return shipping fees.
Deductions:
If the returned product is damaged or incomplete, RayNeo reserves the right to deduct a corresponding amount from the refund based on the condition of the item.

Refund

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, the refund will be issued to your original method of payment within 2–3 business days.
Please note that the actual refund time may vary depending on your payment method and is subject to the processing time of your bank or payment provider.
If you haven’t received your refund after 2–3 business days:
Recheck your bank or payment account.
Contact your bank or credit card company, as it may take additional time for the refund to be officially posted.
If you’ve completed all of the above steps and still have not received your refund, please get in touch with us at service@rayneo.com.

Important Notes

Returned items must be in original condition, with all accessories and packaging intact (including tags, boxes, manuals, etc.).
Customized products, personal-use items, and other special categories are not eligible for return without a valid reason.

For better shopping protection, we kindly suggest:

1.Jointly inspect packaging with courier.

2.Record complete unboxing process (from sealed parcel to full unpacking).

3.Retain videos for 30 days. Your diligence is the best safeguard!

Refund processing times may vary due to delays from payment platforms. We appreciate your patience during this period.

Contact Information

Customer Service Email: service@rayneo.com
Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (Beijing Time, GMT+8)