Refund policy

Last Updated: August 8, 2026

At Raycheng, we want customers to feel confident when making a purchase.

This Return and Refund Policy applies to eligible products purchased through raycheng.shop and delivered within the United States.

1. Returns Accepted

Raycheng accepts returns for both defective and non-defective products subject to the conditions of this policy.

Eligible products may be returned within 30 days after delivery.

To qualify for a return, the product must be:

  • New and unused
  • In its original condition
  • Free from damage, alteration, misuse, or improper handling
  • Returned with its original packaging
  • Returned with all original accessories, parts, manuals, and included materials
  • Accompanied by a valid Raycheng order number or other proof of purchase

Products that have been used, altered, improperly installed, damaged after delivery, or handled contrary to applicable product instructions may not qualify for return.

2. Return Window

Customers must request a return within 30 calendar days from the date the order is delivered.

The return request date is determined by the date on which the customer first contacts Raycheng Customer Support with the necessary order information.

Return requests submitted more than 30 calendar days after delivery may not be accepted unless otherwise required by applicable law.

Receiving return authorization does not extend the original 30-day return window.

3. How to Request a Return

Before mailing any product back, please contact Raycheng Customer Support:

Email: service@raycheng.shop
Phone: (+1) 213-720-2555

Please provide:

  • Your full name
  • Your order number
  • The product you wish to return
  • The reason for the return
  • Clear photographs of the product and packaging when applicable
  • Photographs of the shipping label when reporting damage, defects, or an incorrect item

Our customer support team will review your request and, if the return is eligible, provide:

  • Written return authorization
  • The authorized U.S. return address for your specific return
  • Packaging and mailing instructions
  • Any required return reference information
  • Information about return shipping responsibility

Do not mail a product before receiving written return authorization and the applicable U.S. return address.

Returns sent without prior authorization may be delayed, refused, or may not qualify for a refund.

4. Return Location

All authorized returns for orders covered by this policy are directed to authorized return-processing facilities located within the United States.

Raycheng works with U.S. logistics and return-processing partners. Because inventory routing, warehouse capacity, product type, and operational availability may vary, Raycheng does not use one permanent return address for every order.

The specific U.S. return location for your return will be assigned after your return request has been reviewed and approved.

The authorized return address and applicable mailing instructions will be provided to you by email.

The U.S. return address provided in your return authorization email is the only authorized return address for that specific return.

A return address previously provided for another order should not be reused unless Raycheng Customer Support specifically confirms it for your current return.

Please do not send products to:

  • Our U.S. customer service and mailing address
  • Our registered business address
  • An address found on a shipping label
  • A previously used return address
  • Any other address not specifically authorized for your current return

unless Raycheng Customer Support confirms that address in writing.

5. Return Method

Returns are accepted by mail only.

We do not currently accept returns:

  • At physical retail stores
  • Through customer-selected drop-off locations
  • At our registered business address
  • At an address that has not been authorized by Raycheng Customer Support

Customers must follow the return instructions provided for their specific authorized return.

6. Return Labels and Shipping Costs

Standard Non-Defective Returns

For eligible non-defective returns, including returns caused by personal preference or a change of mind, the customer is responsible for the return label and return shipping cost.

This includes situations such as:

  • The product is no longer wanted
  • The customer changed their mind
  • The customer selected the wrong product or variation
  • The product does not suit the customer's personal preference

For these returns, the customer is responsible for:

  • Purchasing the return shipping label
  • Paying the applicable return shipping cost
  • Packaging the product securely
  • Using the authorized U.S. return address provided by Raycheng
  • Using a trackable shipping service
  • Retaining proof of shipment and tracking information

Return shipping costs may vary depending on the assigned U.S. return facility, package size, weight, shipping provider, and service selected.

Raycheng is not responsible for customer-arranged return packages that are lost, damaged, misdirected, improperly addressed, or shipped without tracking before they reach the authorized return facility.

Damaged, Defective, or Incorrect Products

Raycheng will cover reasonable authorized return shipping costs when a return is caused by:

  • A defective product
  • An incorrect product being shipped
  • Damage occurring during delivery
  • Another confirmed fulfillment error by Raycheng

Customers must contact Raycheng before returning a damaged, defective, or incorrect product.

After the issue has been reviewed and approved, Raycheng may:

  • Provide a prepaid return label
  • Arrange return shipping
  • Reimburse reasonable approved return shipping costs
  • Provide another appropriate resolution

Customers should not purchase unusually expensive or expedited return shipping services for reimbursement without prior written approval.

7. Restocking Fees

Raycheng does not charge a restocking fee for approved returns.

There is no separate return-processing fee for eligible returns.

8. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days after delivery whenever possible.

Please provide:

  • Your order number
  • A clear description of the issue
  • Clear photographs or video of the product
  • Photographs of the outer packaging
  • A photograph of the shipping label
  • Any other information reasonably necessary to review the issue

Please keep the product and original packaging until Raycheng has completed its initial review.

After verifying the issue, Raycheng may provide an appropriate resolution, including:

  • A full or partial refund
  • A replacement
  • A prepaid return label
  • Reimbursement of reasonable authorized return shipping costs
  • Another appropriate resolution

Do not dispose of or return the product until our customer support team provides instructions.

The 7-day reporting period helps us investigate delivery and fulfillment issues promptly and does not limit any rights available under applicable law.

9. Return Inspection

After the returned product has been delivered to the authorized U.S. return location, it will be inspected.

The inspection may confirm:

  • The returned product matches the authorized return
  • The product is in eligible return condition
  • Original packaging is included
  • Required parts and accessories are included
  • The product has not been used, altered, damaged, or improperly handled
  • Any reported defect or fulfillment issue is present

We will notify you after the returned product has been reviewed.

Delivery of a return package to the authorized facility does not automatically mean that the return has been approved for refund.

10. Refunds

If a return is approved after receipt and inspection, the refund will be issued to the original payment method used for the order.

For approved returns, the refund will generally include:

  • The eligible purchase price of the returned product
  • Applicable taxes charged on the refunded product

For standard non-defective returns, the following are generally non-refundable:

  • Original shipping charges
  • Customer-paid return shipping costs
  • Optional or expedited shipping services

Original shipping charges may be refunded when the return is caused by:

  • A verified defective product
  • An incorrect product
  • Verified delivery damage
  • Another confirmed fulfillment error by Raycheng
  • A circumstance where refunding the shipping charge is required by applicable law

Raycheng does not charge a restocking fee for approved returns.

11. Refund Processing Time

Approved refunds are normally processed within 10 days after the returned product has been received and inspected.

Refunds are issued to the original payment method.

After Raycheng submits the refund, the time required for the transaction to appear in your account may depend on your bank, card issuer, PayPal, or other payment provider.

Raycheng does not control processing or posting delays imposed by a customer's financial institution after a refund has been submitted.

If you have not received an expected refund after receiving confirmation from Raycheng that it was issued, please contact your payment provider and then contact us if further assistance is needed.

12. Exchanges

Raycheng currently does not offer direct exchanges.

If you would like a different product, color, style, size, or variation:

  1. Request a return for the eligible original product.
  2. Follow the authorized return instructions.
  3. Place a separate new order for the preferred product.

The return and the new purchase are separate transactions.

Product availability and pricing for a new order are not guaranteed until the new order has been successfully placed.

13. Order Cancellations

Please contact us as soon as possible if you wish to cancel an order.

We will make reasonable efforts to assist, but cancellation requests are not guaranteed.

An order may no longer be eligible for cancellation after it has:

  • Entered processing
  • Been prepared for fulfillment
  • Been packaged
  • Been handed to a logistics provider
  • Been shipped

An order is not considered cancelled until Raycheng confirms the cancellation.

If an order has already been shipped, the customer must generally wait for delivery and request an eligible return under this policy.

14. Non-Returnable Situations

A return may be refused if:

  • The return request is submitted after the 30-day return window
  • The product has been used
  • The product has been altered or modified
  • The product was damaged after delivery
  • The product was improperly installed
  • The product was improperly handled
  • Required original packaging is missing
  • Accessories, parts, manuals, or included materials are missing
  • The product is returned without prior authorization
  • The returned product does not match the authorized return
  • The product has been damaged through misuse
  • The product has been damaged through accidental damage
  • The product has been exposed to conditions contrary to applicable product care or safety instructions

This section does not limit any mandatory rights that customers may have under applicable law.

15. Customer Responsibility for Return Packages

For customer-arranged returns, customers are responsible for the return package until it is delivered to the authorized U.S. return location.

We strongly recommend keeping:

  • The shipping receipt
  • The tracking number
  • Photographs of the product before shipment
  • Photographs of the sealed return package
  • Any relevant carrier documentation

Please enter the authorized return address exactly as provided by Raycheng Customer Support.

Raycheng is not responsible for packages sent to an incorrect or unauthorized address.

16. Contact Information

Raycheng Customer Support

Email: service@raycheng.shop
Phone: (+1) 213-720-2555

U.S. Customer Service and Mailing Address

Raycheng
2120 Contra Costa Blvd
Pleasant Hill, CA 94523
United States

This address is used for customer service and business correspondence only.

It is not Raycheng's registered business address, general fulfillment warehouse, shipping origin, or general return address.

Do not send product returns to this address unless Raycheng Customer Support specifically confirms in writing that it is the authorized address for your return.

All authorized returns covered by this policy are directed to return-processing facilities located within the United States. The specific U.S. return address will be provided by email after the return request has been reviewed and authorized.

Operating Company

Pujiang Ruicheng Crafts Co., Ltd.

Registered Business Address

Pujiang Ruicheng Crafts Co., Ltd.
Room 103, Building 20
Wanyang Innovation City Quilting Industry Small and Micro Enterprise Park
No. 698 Pingqi Road, Xianhua Subdistrict
Pujiang County, Jinhua, Zhejiang
China

This is the registered business address of the company operating Raycheng.

It is not Raycheng's standard U.S. return destination.