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.

• 30-Day Return Window: Hassle-free returns and refunds for any reason must be requested within 30 days after confirmed delivery.

• Returns After 30 Days: 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 after this window.

• Eligible Channels: Products purchased through third-party 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 respective return and refund policies.

Unboxing Video Requirement (Recommended)

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

Please ensure the video clearly shows:

• All six sides of the parcel's external packaging and the shipping label details.

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

• A clear inspection of the main device and each included accessory.

Providing a valid unboxing video serves as crucial evidence to prioritize your case. The absence of supporting documentation may affect the review outcome and processing time of your request.

Return & Refund Conditions

• Standard Warranty: The standard warranty period is 1 year.

• Prescription Glasses: Order cancellations for prescription glasses can only be initiated within 24 hours of placing the order. After 24 hours, we will be unable to cancel or accept returns/refunds for such orders. If lens defects or overall device defects occur, we will handle them in accordance with the RayNeo Warranty Policy.

• Product Quality Issues: If the product has quality issues or significantly differs from the description, supporting evidence (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).

Return & Refund Process

1. Submit a Request

   • Contact Channel: Reach out to our customer service team via official support channels.

   • Required Information: Order number, product name, reason for return, and supporting evidence (photos/videos).

   • Authorization: Please contact customer service at service@rayneo.com before returning any item. Unapproved returns will not be processed.

2. Review & Approval: We will respond with the review decision and detailed return instructions within 1–2 business days.

3. Ship the Product:

   • Ship the item back using the official prepaid return shipping label or return address provided by customer service.

   • Retain your return tracking number for reference.

4. Inspection & Confirmation: Within 7 business days of receiving the returned item, our team will inspect the product. Ensure all original contents are included (main device, accessories, gifts, packaging, tags, and manuals).

5. Refund or Replacement:

   • If approved, refunds will be issued to the original payment method.

   • Replacements depend on stock availability and customer service confirmation.

Shipping Fees, Prepaid Labels & Deductions

• Covered by RayNeo: Return shipping costs will be fully covered by RayNeo if the return is due to product quality issues or verified shipping damage.

• Covered by Customer (Non-Quality / Personal Reasons): For returns due to personal reasons (e.g., change of mind, incorrect purchase, or non-quality returns beyond the initial return window), the customer is responsible for all return shipping costs.

• Prepaid Return Label Service & Deductions:

  • To facilitate your return, RayNeo will issue a prepaid return shipping label via email upon authorization (typically within 1–2 business days).

  • Fee Deduction: Upon receipt and inspection of the returned item, the actual cost of the prepaid return shipping label will be automatically deducted from your final refund amount.

  • Damaged or Incomplete Items: If the returned item is damaged, incomplete, or missing accessories/packaging, RayNeo reserves the right to deduct an additional corresponding amount from the refund based on item condition.

Cross-Border & Location Discrepancies

• Original Delivery Address Requirement: All return requests and shipments must originate from the original delivery country/region specified in the order.

• Returns from Different Locations: If you request to initiate a return from a country or region different from the original delivery address, RayNeo will not cover or bear any additional international shipping costs, customs duties, import/export taxes, or courier surcharges incurred.

• Extended Return Window Option: If you are currently outside the original delivery country, RayNeo may, at its discretion, offer an extension of your return window so you can complete the return after returning to the original destination country.

• Customer Responsibility: If you choose to ship the product back immediately from an international location rather than waiting, you must bear all associated shipping fees, customs duties, and logistical costs in full.

Refund Processing

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Processing Time: If approved, your refund (minus any applicable prepaid shipping fee deductions) will be processed to your original payment method within 2–3 business days.

• Posting Delays: Actual credit timing depends on your payment provider and bank policies.

If you haven’t received your refund after 2–3 business days:

1. Recheck your bank or payment account.

2. Contact your bank or credit card company, as posting times may vary.

3. If you have completed these steps and still have not received your refund, please contact us at service@rayneo.com.

Important Notes

• Returned items must be in original condition with all accessories, tags, packaging, and manuals intact.

• Prescription glasses, customized products, personal-use items, and designated special categories are not eligible for return without a valid quality issue.

• Protection Suggestions:

  • Inspect outer packaging jointly with the courier upon delivery.

  • Record a complete unboxing video (from sealed parcel to full unpacking).

  • Retain unboxing videos for at least 30 days.

Contact Information

• Customer Service Email: service@rayneo.com

• Working Hours: Monday to Friday, 9:00 AM – 6:00 PM (Beijing Time, GMT+8)