Refund policy

Return & Refund Policy

We want Raqenoil™ orders to arrive as expected and be straightforward to resolve when something is not right. This policy explains when a return is available, how to request one, who is responsible for return shipping, and how approved refunds are processed.

1. 30-Day Return Period

Eligible products may be returned within 30 calendar days after delivery.

For a standard return, the product should be:

Unused and in its original condition
Returned with its original packaging and included accessories or components
Accompanied by valid proof of purchase or the corresponding Raqenoil™ order number

Products showing significant use, modification, accidental damage after delivery, or missing essential components may not qualify for a standard return.

2. Requesting a Return

Before sending an item back, contact:

service@raqenoil.com

Please provide your order number, the product you would like to return, and a brief reason for the request. Photos or videos may also be requested when they are relevant to understanding a damaged, defective, or incorrect item.

Once the request has been reviewed, we will provide the applicable return instructions and, where appropriate, the return shipping details.

Please do not send a return without receiving return instructions first, as an unauthorized shipment may be difficult to identify or process.

3. Damaged, Defective or Incorrect Orders

Please inspect your order after delivery.

If a product arrives damaged, defective, incorrect, or materially different from its product description, contact us as soon as reasonably possible with your order number and supporting photos or other relevant information.

After reviewing the issue, we will provide an appropriate solution, which may include a replacement, refund, or authorized return.

When the problem is attributable to an incorrect, damaged, or defective item supplied to you, the appropriate resolution will be provided without additional return cost to the customer.

4. Preference-Based Returns

If the product was delivered correctly and you simply change your mind, select the wrong size or color, or no longer want the item, the return may still qualify within the 30-day period provided the eligibility requirements above are met.

For these preference-based returns, the customer is responsible for return shipping costs unless we state otherwise when approving the request.

Original shipping charges, if any, are not refundable unless required by applicable law or the return results from an error for which we are responsible.

5. Items That Cannot Normally Be Returned

Certain products may not qualify for a standard return, including:

Gift cards
Personalized or custom-made products
Products that have been used, altered, or damaged after delivery
Products missing essential components or original packaging where this prevents the item from being reasonably resold
Other products identified as final sale before purchase, where permitted by applicable law

These limitations do not remove any rights you may have when an item arrives damaged, defective, incorrect, or otherwise covered by applicable consumer-protection law.

6. Exchanges

We do not require customers to wait for a traditional exchange to be completed before purchasing another item.

If you would like a different color, style, or eligible product, you may request a return for the original item and place a separate order for your preferred replacement.

If the original product was incorrect or defective, contact us first so we can determine the appropriate replacement or refund solution.

7. Return Destination

Do not send returns to our business registration address unless our customer support team specifically instructs you to do so.

The appropriate return destination may vary according to the product, fulfillment location, and order circumstances.

After your return request is approved, Raqenoil™ customer support will provide the applicable return warehouse address and return instructions.

Packages sent to an unapproved address may cause processing delays.

8. Refund Processing

After an authorized return reaches the designated return location, it will be reviewed to confirm its condition and eligibility.

Once a refund is approved, it will be issued to the original payment method within 5–10 business days.

Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refunded amount after we have submitted it.

If you have not received an approved refund after the expected processing period, first check with your payment provider. You may also contact us at service@raqenoil.com with your order number so we can review the refund status.