Policy

Right of Withdrawal — EU Customers

In accordance with EU Directive 2011/83/EU and German law (§ 312g BGB), customers within the European Union have the right to withdraw from their purchase within 14 days of receiving their order without providing any reason.

To exercise your right of withdrawal, you must inform us within 14 days of receiving your order by sending a clear written statement to info@rayanova.de. You may use the following model withdrawal form:

Model Withdrawal Form:
To: RAYANOVA, info@rayanova.de
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number: [your order number]
Received on: [date]
Name: [your name]
Address: [your address]
Date: [date]

Extended Return Period

In addition to the statutory 14-day right of withdrawal for EU customers, we voluntarily offer all customers — including those outside the EU — a 30-day return period from the date of delivery.

Return Conditions

To be eligible for a return, items must meet the following conditions:

• Unused and unworn
• Unwashed and unaltered
• In original condition with all tags attached
• Returned within 30 days of the delivery date

Items that show signs of wear, have been washed, damaged, or are missing tags are not eligible for return.

How to Return

To initiate a return, please contact us at info@rayanova.de with the following information:

• Your order number
• The item(s) you wish to return
• The reason for the return

We will respond within 24–48 business hours with return instructions. Please do not send items back without prior written confirmation from our team, as unauthorised returns may not be accepted.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item received was defective or incorrect. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed within 14 days of receiving the returned goods, in accordance with § 357 BGB. The refund will be issued to your original payment method.

Please note that your bank or card provider may require an additional 3–5 business days to process the refund to your account. This timeframe is determined by your financial institution and is outside our control.

Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery at info@rayanova.de with your order number and photos of the issue. We will arrange a free return and send a replacement or issue a full refund at no additional cost to you.

Non-Returnable Items

The following items are not eligible for return:

• Items that have been worn, washed, or altered
• Items returned after the 30-day return window
• Items returned without prior authorisation