Returns & Refunds Policy

Rogue Rays

This policy establishes clear rules regarding returns, refunds, exchanges, and orders placed under promotional offers, including Buy 1, Get More promotions. Its purpose is to ensure transparency, consistency, and to prevent conflicting interpretations.

1. RETURN REQUEST TIMEFRAME

Customers have 60 calendar days from the delivery date of the order to request a return, exchange, or to report any issue with a product.

To be eligible, the item must:

  • Be unworn and unused;
  • Be in perfect condition, free of damage or signs of wear;
  • Include original tags, accessories, and original packaging.

Failure to meet these conditions may result in the request being denied.

2. PROMOTIONAL ORDERS (BUY 1, GET MORE)

In promotions such as Buy 1, Get 1 or Buy 1, Get More, it is expressly established that:

  • Only one item is actually paid for;
  • Any additional items are provided free of charge as a promotional benefit and do not have individual commercial value.

For this reason:

  • The standard warranty applies exclusively to the paid item;
  • Free items do not carry individual warranty coverage and are not eligible for individual exchanges or refunds;
  • Requests for refunds or returns while retaining free items are not permitted.

Promotional Order Rules

  • For a full refund or store credit, all items in the promotional order must be returned together;
  • If only one item is returned, no refund or store credit will be issued;
  • Promotional items may be exchanged only for the same product in a different size or color, subject to availability;
  • The company will not send additional items beyond the paid item under any circumstances.

3. DEFECTIVE PRODUCTS

3.1 DEFECT IN THE PAID ITEM

If the paid item is confirmed to be defective:

  • The standard resolution is a replacement of the paid item with the same product, at no additional cost;
  • If the customer declines the replacement, the company may, at its sole discretion:
    • Issue a partial refund corresponding only to the value of the paid item, or
    • Grant store credit equivalent to the value of the paid item.

Under no circumstances will more than one replacement item be sent per promotional order.

3.2 DEFECT IN FREE ITEMS

When a defect is identified exclusively in items provided free of charge as part of Buy 1, Get More promotions:

  • The store is not obligated to provide a replacement, refund, new shipment, store credit, or cover return shipping costs;
  • Free items do not carry individual warranty coverage, as they do not represent a paid value;
  • Any request related to free items will be reviewed on a case-by-case basis, at the sole discretion of Rogue Rays;
  • Approval of any solution in these cases constitutes a goodwill commercial gesture only and does not create future obligations or precedent.

4. EXCHANGES DUE TO PERSONAL PREFERENCE

Exchanges or returns based on reasons such as:

  • Not liking the product;
  • Change of mind;
  • Expectations not being met;

Do not apply to promotional orders, as free items do not have individual commercial value.

In such cases:

  • Customers may not retain free items;
  • No full or partial refunds will be issued;
  • The company will not send additional items beyond the paid item.

5. REFUNDS

When applicable:

  • Refunds are issued exclusively for the value of the paid item;
  • Shipping fees are non-refundable;
  • Approved refunds are processed to the original payment method within 7–10 business days.

After processing, it may take up to 3 business days for the refund to appear, depending on the payment provider and financial institution.

6. RETURN SHIPPING

  • Customers are fully responsible for return shipping costs;
  • Prepaid return labels are not provided, especially for promotional orders;
  • Receipt of returned items is not guaranteed without valid tracking information.

7. REPLACEMENT LIMITATIONS

Regardless of the reason:

  • No more than one replacement item will ever be sent per promotional order;
  • Free items do not entitle customers to multiple shipments.

8. COMMERCIAL SOLUTIONS

In certain situations, particularly cases of dissatisfaction, regret, or personal preference, the company may, at its sole discretion, offer an alternative solution aimed at avoiding returns and refunds.

These solutions may include:

  • Shipment of one alternative product, chosen by the customer, at no additional cost;
  • Retention of the originally received product, with no return required.

This option:

  • Does not grant an automatic right to a refund;
  • Does not imply acknowledgment of a defect in the original product;
  • Does not apply to repeated or abusive requests;
  • Is limited to one additional item per order.

Acceptance of this solution by the customer shall be considered the final resolution of the case.

9. CONTACT

To initiate any request, please contact:

📧 support@roguerays.com

Please include your order number and a clear description of the reason for your request.

This policy may be updated at any time, without prior notice.

About Us

RogueRays is a brand committed to delivering high-quality products with transparency, integrity, and customer-focused service.