Refund policy


Return & Refund

At Raymoto, we place immense importance on the quality of our products and the satisfaction of our customers. We want you to love your purchase, but if for any reason you are not completely satisfied, please consult our return and refund policy detailed below to make a return.

Scope of Application

This return and refund policy only applies to purchases made from Raymoto Official Website (hereinafter referred to as Raymoto).

Returns for products bought through authorized resellers or other platforms fall under their respective policies. Please reach out to the reseller or platform for more information.

Return Period

A return request can be made within 14 days of delivery.

Dispatch for returned items should also be initiated within 14 days after submitting your return request. After this point, your return request will be cancelled without prior notification.

Returnable items

To be eligible for a return, the products must be in the same condition as you received them (unused, complete, with tags, and in its original packaging). All returns will be inspected upon receipt.

Special Considerations

  • Damaged, defective or incorrect items received

If you received a product that is damaged during transport, defective, or not the product you ordered, please contact us within the return period for a return or replacement.

If the product shows defects or malfunction after the 14-day return period but within the effective warranty period, you can apply for our product warranty service by contacting our Customer Support Team at support@raymoto.com.

  • Damage due to human cause

If the product is seriously damaged and/or cannot work properly due to human cause or disassembly without permission from Raymoto, a return request will be denied.

  • Missing accessories or packaging

Please return the product with all accessories, gifts and original packaging. If not, the return may be denied.

  • Bundle deals

For bundle orders that contain discounted products, returns and refunds can only be processed for the entire order. You are not permitted to process separate returns for individual products in a bundle deal.

  • Materials and After-Sale parts

Due to transport issues, materials and after-sale parts are not eligible for return.

Return Process

  • To make a return, please submit your return request to our Official Customer Support Team first. The e-mail must include:
    The original order number of the order you want to return, and the exact product(s) that you want to return;
    A brief description of the return reason, such as function issue along with clear evidence of its presence (e.g., screenshots, photos or videos, and operation log files where relevant).
  • Our Customer Support Team will process your return request within 2 business days and assist you in returning the item once your return request has been received.
  • Once the return request has been confirmed and approved, please pack the products in original packaging, and return them to the designated address provided by our Customer Support.
  • The returned products will be inspected after arriving at our return center. Please keep in touch with us and check your email from time to time to make sure we get the returned products.

Notice for packaging and shipping:

  • Any return that has not been confirmed and monitored by Customer Support might be denied. You could also be liable for the loss of the returned products.
  • All products must be returned to our designated address, otherwise you could be liable for the loss of the returned products.
  • To prevent any damage during transport, all returned products must be in the original box and packing material. Please re-use the box and packing material in which you have received it.
  • If you decide to return the products using a carrier chosen by yourself, please select a trackable shipping method and provide us with a valid tracking number. Please hold onto your tracking information as Raymoto is not responsible for lost packages by the carrier you used.

Refund

Refund Timing

Refunds will be processed within 7 business days after receiving and inspecting the returned products. It can take up to 7 days for it to return to your original payment account.

The bank then completes the rest of the refund process. It may take up to 7 days for the amount to be credited back to your original payment account.

Refund Amount

  • If the product is returned in proper condition (see above: unused, complete, with tags, and in its original packaging) and are eligible for return, a full refund will be issued. The refund will reflect the original purchase price, if applicable, minus any return delivery service costs.
  • If the returned item is used, damaged, missing any parts or packaging, we might provide only a partial refund to account for the loss of the item's value.
  • If you have used a coupon for the purchase, the coupon amounts will not be refunded as they are non-refundable. The coupon will lose its value and cannot be replaced or returned to your account.
  • If you have previously received any kind of payback or monetary compensation on the product you are returning, e.g. through a lucky draw or as a contest prize, the amounts will be deducted and only the rest will be refunded.
  • If any gifts are offered for the product you are returning, they should be returned together with the product in proper condition (see above: unused, complete, with tags, and in its original packaging) as well. Otherwise, the retail price for these gifts will be deducted from the refund.

Notice for refund amount and account:

  • As Paypal and credit card issuers will charge certain bank fees, the specific amount is subject to the final amount you receive.
  • Currently, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

Return Shipping Costs

If you choose to ship the items on your own, a valid tracking number must be provided to our Customer Support before returning.

If you refuse the package and have the order returned to Raymoto before delivery, you will be responsible for any cost of the return shipping and possible package loss during the return. The corresponding amount will be deducted.

Order Cancellation

We strive to process and deliver your orders in an efficient and timely manner. If you need to cancel an order after it has been placed, please contact us within 12 hours after placing your order to cancel it. If your order has exceeded the 12-hour window,

  • In-stock items may have already undergone internal processing, been handed over to logistic carrier or been in transit, thus may no longer be cancellable.
  • For pre-sale items, if you have any other considerations or requirements regarding order cancellation before shipment and wish to contact our Customer Support Team, we will do our best to assist you.

Notice for failed cancellation:

  • If it's too late to cancel an order, please contact our Customer Support Team to submit your return and refund request after receiving the package.
  • Please do not file a dispute or chargeback, which may result in an additional review from the credit card issuer and prolong the refund process to approximately 90 days.
  • Please do not simply refuse the package by deliberately not paying customs duty or refusing to sign the package, which may result in the package being returned, destroyed, or lost. In this case, any customs fees, shipping fees, and other charges incurred will be deducted from the total amount of the refund.