Refund Policy

RAYA RETURNS AND REFUNDS POLICY (STRICT)

This policy applies to purchases made from Raya-fashion Sàrl (Switzerland) and is designed to comply with Swiss law while adhering to the statutory consumer rights of our international clientele, including the European Union (EU) and the United Kingdom (UK).

RETURN WINDOW AND FINALITY OF PURCHASE

Due to the limited and unrepeatable nature of our collections, we operate under a strict return period. You have 14 calendar days after receiving your item to request a return.

The 99 Seal: As each collection is limited to only 99 serialized pieces, once a return is processed, the product is re-integrated into the limited stock, emphasizing the finality of your purchase decision. This limited production model strictly prohibits re-issuing items once sold out.

ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must meet the highest standards of condition, suitable for re-entry into the limited stock:

The item must be in the exact condition in which it was received, unworn, unwashed, unused and free from any damage. If these conditions are not met, the item cannot be returned and no refund will be issued.

·       All original tags must remain attached.

·       The unique serial number linked to the garment must not be altered,  tampered with or removed.

·       The item must be in its original, undamaged packaging.

·       A receipt or other valid proof of purchase must be included.

HOW TO START A RETURN

To initiate a return, please contact us within the 14-day window at return@raya-fashion.com

1.      Request: We will review your request and confirm eligibility based on the strict conditions above.

2.      Shipping: If your return is approved, we will provide detailed return instructions and the designated return address: chemin du relai 2, 1258 Perly (Suisse).

3.      Unauthorized Returns: Items returned without prior authorization and confirmation will not be accepted and may be sent back to the customer at their expense.

Return Shipping Costs:

Defective/Damaged Items: Raya will cover all return shipping costs.

Voluntary Returns (Change of Mind): The customer is responsible for the cost of return shipping. For your protection and to ensure compliance with the 14-day return period, returns must be sent using a tracked and insured shipping service. Raya shall not be responsible for items lost or damaged during return transit.

DAMAGES AND ISSUES

"Please inspect your order immediately upon receipt. If the item is defective, damaged, or if you have received the wrong item, you must contact us without undue delay at contact@raya-fashion.com, providing relevant details and, where possible, photographic evidence.

We will assess the issue, verify the unique serial number associated with the garment, and take appropriate steps to resolve the matter promptly."

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

Perishable goods, custom products, or personalized items.

Gift cards.

 

EXCHANGES

Due to the strict 99-piece limitation and the unique serial numbering of each item, we cannot guarantee direct exchanges. The fastest way to obtain an alternative (if available in the remaining stock) is to return your item in accordance with our 14-day return policy and place a separate new order.

REFUNDS

We will notify you by email once we’ve received and meticulously inspected your return in our facility, and confirm whether the refund was approved.

If approved, you’ll be automatically refunded on your original payment method. Please note the following timelines:

Processing Time (Raya): We aim to process approved refunds within 10 business days of receiving and validating the returned item in Switzerland.

Bank Processing Time: Allow additional time (typically 5-10 business days, potentially longer for international transfers) for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at return@raya-fashion.com for urgent assistance.