Refund Policy

At Raelon, we are committed to providing a fair and transparent return and refund process. Please review this policy carefully before requesting a return, refund, or exchange.

General Return Policy

  • Raelon accepts eligible return requests within 30 days of the delivery date.
  • Return eligibility depends on the reason for return and the product condition.
  • Custom orders and clearance items are final sale and are not eligible for return or refund.
  • All returns must be approved by Raelon in advance. Unauthorized returns may be refused.

Non-Quality-Related Returns

If you wish to return a product for personal reasons, the following conditions apply:

  • The product must be new, unopened, unused, and in its original condition.
  • The product must be returned with the original packaging and all accessories, components, manuals, and documentation.
  • The customer is responsible for all round-trip shipping costs.
  • A 15% restocking fee will apply.
  • If the original order included free shipping, the original outbound freight cost will also be deducted from the refund, since that shipping cost was included in the purchase price.
  • Opened, used, installed, modified, damaged, or incomplete products are not eligible for return.
  • If any accessories, parts, or documentation are missing, the corresponding value may be deducted from the refund.

Wrong Product Received

  • If you receive the wrong product, do not open, install, or use it.
  • Please contact Raelon as soon as possible after delivery and provide your order number and clear photos of the received item and packaging.
  • Once the issue is verified, Raelon will provide return instructions and arrange the appropriate resolution.
  • If the returned item is confirmed to be the wrong product sent by Raelon, we will ship the correct product at no additional cost to the customer.

Defective or Not Working on Arrival

  • If the product is defective, not functioning properly on arrival, or missing essential components, please contact Raelon promptly after delivery.
  • The customer must provide the order number, photos or videos, and any other information reasonably requested by our service team.
  • Reasonable troubleshooting steps must be completed with Raelon’s remote technical support before a return, replacement, or refund is approved.
  • If Raelon confirms that the product is defective and cannot be repaired through replacement parts and remote support, the customer may be offered either:
    • a replacement product, or
    • a return for refund within 30 days of the delivery date.
  • For warranty service after delivery, please also refer to our Warranty Policy.

Shipping Damage and Delivery Inspection

All Raelon products are inspected and securely packaged before shipment. Customers must inspect the shipment carefully at the time of delivery before signing the carrier’s receipt.

  • If there is visible serious shipping damage, customers should refuse the shipment when appropriate and contact Raelon immediately.
  • If there is visible packaging damage, missing items, or other freight-related issues, the customer must clearly note the issue on the carrier’s delivery receipt or Bill of Lading at the time of delivery.
  • Customers must notify Raelon within 24 hours of delivery and provide photos and relevant documentation.
  • If damage or shortages are not noted at the time of delivery, Raelon may be unable to file a freight claim or offer a refund or replacement related to transit damage.

Please note that minor cosmetic issues caused during freight transit, such as small scratches, dents, or paint marks that do not affect safety or normal functionality, do not qualify as defects, returns, or refunds.

Items Not Eligible for Return or Refund

  • Custom orders
  • Clearance or final sale items
  • Opened or used products for non-quality-related return requests
  • Products returned without prior authorization from Raelon
  • Products damaged by misuse, improper installation, negligence, unauthorized modification, or abnormal use

Return Procedure

  1. Contact Raelon at info@prolifts.ca with your order number, reason for return, and relevant photos or videos.
  2. Our team will review the request and determine whether the product qualifies for return, replacement, refund, or warranty support.
  3. If the request is approved, we will provide return instructions.
  4. The customer must properly package the approved return item and ship it back within 5 business days, unless otherwise agreed in writing.
  5. Once the returned item is received and inspected, Raelon will process the approved refund or replacement.

Customer Responsibilities for Return Shipping

  • The customer is responsible for properly palletizing, crating, strapping, wrapping, and/or boxing the return product as required by the carrier.
  • If the return shipment is not properly prepared, the carrier may refuse it, and additional charges may apply.
  • Raelon is not responsible for damage caused by insufficient return packaging arranged by the customer.

Refund Processing Time

  • Approved refunds are generally issued to the original payment method.
  • After the returned item is received and inspected, refund processing usually takes 1 to 2 weeks, depending on the payment provider or bank.
  • For orders originally paid by cash, check, money order, or other offline methods, the refund method will be arranged separately by mutual agreement.

Exchanges

  • All exchanges require prior approval from Raelon.
  • In most cases, the fastest exchange method is to return the original product following the approved return procedure and place a new order for the replacement item.
  • Any refund related to the returned product will be processed according to this policy after inspection and approval.

Contact Us

If you have any questions about this Return and Refund Policy, please contact us at info@prolifts.ca.

Raelon reserves the right to make the final interpretation of this Return and Refund Policy.

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