Refund policy

 

🔄 30-Day Money-Back Guarantee We proudly offer a 30-day money-back guarantee. You must initiate your return request within 30 days of receiving your order.

 

📦 Return Eligibility Items must be unused, unopened, and in original packaging. All included accessories and parts must be returned. Opened, used, or damaged items are not eligible. Change of mind or compatibility issues (if packaging has been opened) are not covered.

 

📝 How to Start a Return Contact our customer service at hello@tryraluma.com with your order number and proof of purchase. Items missing accessories or parts are not eligible for a refund.

 

🔁 Exchanges To request an exchange, email hello@tryraluma.com within 30 days of receiving your order. Include your order number and the item you want to exchange. We only offer exchanges for defective or damaged items.

 

💰 After Approval Return shipping costs are the customer's responsibility. A 25% restocking fee applies to all approved returns. Shipping fees are non-refundable.

 

💳 Refunds You'll be notified once we receive and inspect your return. If approved, refunds are issued to your original payment method. Banks and card issuers may take additional time to process.

 

💸 Customs, Duties & Taxes Customers are responsible for all duties, taxes, and fees when returning items. If a package is stuck in customs, the customer must resolve the issue and cover costs. Raluma Case is not responsible for collecting packages held at customs.

 

⚠️ Damages & Issues Inspect your order upon arrival. Contact us immediately at hello@tryraluma.com if your item is defective, damaged, or incorrect so we can resolve it quickly.

 

🚫 Non-Returnable Items Custom products, personalized items, gift cards, and sale items cannot be returned.

⚠️ Order Cancellation & Modification

We strive to process and ship your orders as quickly as possible. Please review our cancellation windows below:

Within 6 Hours You can cancel your order for a 100% full refund within 6 hours of purchase.

6 to 12 Hours If you request a cancellation after 6 hours but before 12 hours, a 15% handling fee will be applied. This covers non-refundable payment processing fees and the labor/materials already used to prepare your package.

After 12 Hours Once 12 hours have passed, your order is already in transit to our international logistics hub and cannot be cancelled.

Note on Modifications If you need to change your shipping address or phone number, please contact us within 12 hours. We cannot guarantee any changes once the package has been handed over to the carrier.

 

📧 Need Help? Email us anytime at hello@tryraluma.com.