Refund policy

Return and Refund Policy

Scope and Intent
This return and refund policy applies to all purchases made through the website https://oldrays.com/

Contact Information
For any questions regarding returns and refunds, please contact our customer service via:

  • Email: info@oldrays.com
  • Phone: +33757835352
  • Address: Harju maakond, Tallinn, Kristiine linnaosa, Liimi tn 1b, 10621

Return Period
Customers in France have the right to cancel their purchase and return the product within 30 days from the delivery date, without needing to provide a reason.

Return Instructions

  1. Return Notification: To initiate a return, contact our customer service at info@oldrays.com with your order number and a detailed explanation of the reason for the return.
  2. Return Authorization: After reviewing your request, we will provide detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

  1. Securely pack the item in its original packaging with all tags and accessories intact.
  2. Include the return authorization form along with any required supporting documents or images.
  3. Download and print the return label from the link provided in our email.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any way.
  • For Change of Mind: Actual return shipping costs will be charged to the customer. This applies when the customer purchased the wrong product, the item is unsuitable, or they no longer want it.

Specific Return and Refund Conditions

  • Returns Due to Change of Mind: If you change your mind after purchase, you may return the product within 30 days from the delivery date, provided it is unused, undamaged, and in its original packaging.
  • Defective Products: If you receive a defective product, contact our customer service immediately for instructions. OldRays will cover return shipping costs and provide a replacement product or a refund.
  • Damaged Products: If the product arrives damaged, send us photos of the damage within 48 hours of receipt. We will assess the situation and cover return shipping costs if necessary.
  • Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange return shipping and ensure you receive the correct product.
  • Non-Delivered Product: If your product never arrives, contact us so we can initiate an investigation with the carrier. If the product is not found, we will offer a full refund or a replacement product.
  • Cancellation After Order: You may cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Policy for Damaged or Defective Products
In case of receiving damaged or defective products, contact our customer service within 48 hours. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund.

Policy for Undamaged Products
If you change your mind, you may return the undamaged and unused product within 30 days from the delivery date. Ensure it is in its original packaging.

 

Yes, we accept exchanges.

Timeframes

  • Return Window: Returns must be reported and shipped within 30 days of receiving the product.
  • Return Processing: After receiving and inspecting the returned item, we will process the refund within 7 business days. You will receive a confirmation email.
  • Refund Conditions: A refund is approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are approved after inspection.
  • Refund Timeframe: After return approval, the refund is processed within 7 business days via the original payment method.
  • Refund Methods: Refunds are issued to the original payment method used during the purchase.

Exceptions to the Return Policy
The following products cannot be returned:

  • Customized or made-to-order items
  • Hygiene products (e.g., socks, underwear) unless unopened and unused


Return Address
Send all returns to: 

Shipping Method and Costs

  • Shipping Method: DHL + Tracking
  • Restocking Fees: €0

Legal Rights
This policy does not affect your applicable legal rights.

Questions?
Visit our FAQ page or contact our customer service.