Refund Policy

👉 Right of Withdrawal - EU Directive 2023/2673

In accordance with European Directive 2023/2673, any consumer residing in the European Union benefits from a 14-day right of withdrawal from the date of receipt of their order, without having to provide a reason for their decision or incur any costs other than those provided for by law.


1. How to exercise your right of withdrawal?

You can exercise your right of withdrawal via our dedicated electronic form, accessible directly from our store without the need to log in:


2. Exercising my right of withdrawal

After your request has been validated, you will receive an email confirmation as soon as possible.


3. Information to provide with your request:

  • Your first and last name
  • Your order number
  • Description of the item(s) concerned


4. Effects of withdrawal: 

In the event of withdrawal, we will reimburse all payments received, including initial delivery costs (with the exception of additional costs if you have chosen a delivery method other than the standard method), within 14 days following receipt of your request.

Note: Certain products may be excluded from the right of withdrawal (customized products, downloaded digital content, sealed products for hygiene reasons). Consult a legal advisor to check the exemptions applicable to your catalog.


👉 Exchanges / Refunds / Replacements

If you are within the 30-day return period, we offer you 3 options:


1. Exchange your item for a different size/color.

Exchanges are only available for the size and/or color of the same style. Exchanging a different product is strictly not allowed. We recommend returning your original item for a refund and then placing a new order for the product you want.


2. Refund details and vouchers

By default, the refund method is store credit. 

The refund will be visible in your account within 7 to 10 business days from the date your request is received.

Orders that are exchanged or items returned/exchanged due to manufacturer defect do not incur these restocking fees. Fees will be applied to the original order and the balance will be refunded.

Only the final price paid (after any discount) will be refunded.

Discount codes or vouchers cannot be reissued and are not refundable.


3. Replacement of an incorrect or defective item

We are truly sorry! Please send us an email to contact @rayondeserenite.com with the following details:

  1. Your order number
  2. Description of the problem (e.g., incorrect/defective item)
  3. A photo or video


How long does it take to get a refund?

Generally, refunds can take up to two weeks to process. All refunds must be verified for authenticity and must be submitted to our accounting department for processing.

 

How to return an item ?

  • Each return request must be accompanied by a return form. 
  • Please fill out this form as accurately as possible and send your item along with this form to the return address we will provide you by email.
  • For any questions or concerns, send us an email at contact@rayondeserenite .com


Late or missing refunds:

  • Check your bank account
  • Contact your bank
  • Processing time generally takes 3 to 5 business days

If you have done all of this and still have not received your refund, please contact us at contact @ rayondeserenite .com


Shipping:

The customer is responsible for paying their own shipping costs for returning an item. If you receive store credit, it will be for the amount you paid. If you notified wanting a refund, you received exactly what you paid for the product less restocking fees.

If you wish to exchange: depending on your country of origin, your exchanged item may take 2 to 7 weeks to reach you.

 

Warning:

If you are shipping items valued over €50, we strongly suggest you send the product back to us with a tracking number.