Returns & Refunds
Return requests, product condition, return shipping and refund handling.
Last updated: October 30, 2026
Shipping Policy · Returns & Refunds · Payment Policy · Terms & Conditions · Privacy Policy · Cookie Policy
1. Scope and preserved rights
2. Return request period
3. Condition for voluntary returns
4. How to request a return
5. Return instructions and destination
6. Packing and return tracking
7. Change-of-mind return costs
8. Defective, damaged, incorrect or incomplete items
9. Used goods and excluded situations
10. Exchanges and replacement parts
11. Inspection and decision
12. Refund method and timing
13. Order cancellation and unshipped goods
14. Help with a return or missing refund
1. Scope and preserved rights
This policy covers direct purchases from Ripple Ray. The voluntary return terms below supplement your rights under applicable law. Nothing in this policy removes remedies for defective, misdescribed or undelivered goods that applicable law provides.
2. Return request period
For a change-of-mind return, the request window is 30 calendar days after delivery. Email [email protected] within that window with your order number and the items you want to return. Legal remedies may have different time limits.
3. Condition for voluntary returns
Change-of-mind returns must be unused, uninstalled and complete, with the original product packaging, controller, tubing, connectors, stakes, manuals and other included parts. Ordinary inspection is permitted, but cutting tubing or installing a kit can make it ineligible for a voluntary return.
4. How to request a return
Describe the reason for the request and provide proof of purchase if the order cannot be located. For a fault or damage claim, photographs or a description can help, but an inability to supply a photograph does not automatically defeat a valid claim.
5. Return instructions and destination
Wait for the return destination and instructions before mailing the goods. The business contact address displayed on this website is not automatically the return warehouse. The dispatch deadline is 14 calendar days after return instructions are provided, unless another arrangement is confirmed.
6. Packing and return tracking
Pack the goods securely and retain a postage receipt or tracking record. Do not include unrelated personal documents. Tracking helps resolve a missing return, and we will consider available evidence rather than automatically reject every parcel without a tracking number.
7. Change-of-mind return costs
The customer pays return postage for an eligible change-of-mind return. Original delivery charges are not refunded for a change-of-mind return unless required by law or expressly agreed. We do not charge a restocking fee.
8. Defective, damaged, incorrect or incomplete items
Contact us when you discover a problem. Where the issue is our responsibility, we will arrange an appropriate remedy and pay reasonable required return postage or provide a prepaid label. Keep the affected item until we confirm whether it must be returned.
9. Used goods and excluded situations
Ordinary wear, accidental damage, misuse, incompatible installation and missing customer-removed components may affect voluntary return eligibility. We will explain the reason for a decision. These exclusions do not override applicable protections for defects or an inaccurate product description.
10. Exchanges and replacement parts
We do not promise an automatic exchange. Depending on stock and the issue, we may offer a replacement, an agreed replacement part, or a return and new order. You do not have to accept a substitute product instead of a refund where the law requires a refund.
11. Inspection and decision
The inspection target is five business days after the returned goods arrive. We will communicate approval or explain any issue, including missing items or material condition differences. Any deduction must be explained and consistent with the terms disclosed at purchase and applicable law.
12. Refund method and timing
We initiate an approved voluntary-return refund to the original payment method within five business days after approval. Your payment provider may take additional time to post the credit. A shorter legal deadline, including a required shipping-delay refund deadline, takes priority.
13. Order cancellation and unshipped goods
Request cancellation as soon as possible. We will honor a cancellation we can stop before dispatch and confirm the outcome. After dispatch, ordinary return procedures may apply. A required refund for failure to ship is handled under the Shipping Policy and applicable law.
14. Help with a return or missing refund
Contact [email protected] or 970-640-4689 with your order number and relevant return reference. Never email full card details. If a refund has not appeared, we can check the processing record; your statutory billing-dispute rights are not waived.