Refund policy

Here is the updated policy for Ryoya, with the requested clarifications integrated into the relevant sections.

Ryoya Return & Refund Policy

At Ryoya, we are committed to enhancing your home with thoughtfully designed lighting and home décor. While every order is rigorously inspected by our QA team before shipping, we understand that a return or refund may occasionally be necessary. This policy outlines the process for returns, refunds, and exchanges to ensure a seamless experience.

1. Order Cancellation Policy

  • Cancellation Before Shipping: You may cancel your order for a full refund at any time before the product has been shipped. Please contact us immediately at hello@ryoya.us to process your request.

  • Cancellation After Shipping: Once an order has been transferred to the carrier and is in transit, it cannot be canceled or modified. If you no longer wish to keep the item, please refer to our return policy after receiving the package.

  • Customized Orders: Once production of a custom or specialty order (non-stock sizes/designs) has begun, the order cannot be canceled or modified.

2. Return Window & Eligibility

  • Geographical Restriction: We only offer return and exchange services for orders delivered within the United States. We do not accept returns or exchanges from countries or regions outside the USA.

  • 14-Day Strict Deadline: We offer a 14-day return window from the date of delivery. You must initiate your return request within this period. No returns or refund requests will be accepted after 14 days of receipt.

  • Condition Requirement: To be eligible for a return, items must be in their original condition: unused, unassembled, undamaged, and in their original packaging (unopened). All original tags, instructions, and inserts must be included.

3. Non-Returnable Products

The following items are strictly non-returnable and non-refundable:

  • Orders from outside the USA.

  • Customized or personalized items (unless there is a confirmed quality defect).

  • Items that have been assembled, used, or altered.

  • Clearance items, "Open Box" items, or final sale items.

  • Gift cards.

4. Return Shipping Costs

  • Quality Issues (Defective/Damaged/Mis-shipped): If the return is due to our reasons—such as the goods received being damaged or incorrect—you are not required to bear any shipping fees. Please report such issues within 48 hours of delivery by contacting hello@ryoya.us and providing photos/videos.

  • Non-Quality Issues (Change of Mind): If the return is caused by the consumer (e.g., style, size, or color preference), the consumer is responsible for the return shipping fee. The specific fee will be based on the express company you choose for the return. Please note that for these returns, the customer is also responsible for the original shipping cost incurred by Ryoya.

5. How to Initiate a Return (USA Orders Only)

  • Contact Us: Email hello@ryoya.us with your order number and reason for return.

  • Approval: Once approved, you will receive the correct return address. Do not send items back without prior authorization.

  • Packaging: Securely package the item and include a note with your order number and product ID inside the box.

  • Tracking: Use a trackable shipping method. Ryoya is not responsible for lost or undelivered return packages.

6. Refund Process

  • Inspection: Once we receive and inspect your return, we will notify you of the approval or rejection.

  • Approved Refunds: Refunds will be issued to your original payment method within 5–10 business days.

7. Damaged or Defective Products

  • Visible Damage: If damage is visible upon delivery, please reject the shipment and contact us immediately.

  • Concealed Damage: If you discover damage after opening, you must contact us within 48 hours of delivery. Provide photos of the damaged item and all original packaging. Ryoya will work with you to provide a replacement or refund, based on your preference.

8. 2-Year Quality Support & Warranty

We are committed to the longevity of your Ryoya lighting. To ensure your space remains perfectly lit, we provide a 2-year support framework for all fixtures:

  • Within 1 Year of Delivery: Should any functional issues or manufacturing defects arise (such as driver or LED failure), Ryoya will provide the necessary replacement components or a new unit at no additional cost to you.

  • Year 2 Support: For items entering their second year of use, our commitment continues through our Extended Loyalty Program. If a component requires replacement after the first 12 months, we offer exclusive, high-value discounts on replacement parts or new units.

  • How it works: If you have questions, reach out to hello@ryoya.us with your order number and any relevant photos. Our technical team will provide the most efficient resolution for your case.