Refund Policy

At Raelon, we strive to provide our customers with a fair and transparent return process. Please review our return policy carefully before initiating a return.

General Return Policy

• Raelon accepts returns within 30 days of receipt, except for custom orders, which are non-refundable.
• For non-quality-related returns, the product must be new and unopened, and the customer is responsible for:
  • Double-way shipping costs
  • 15% restocking fee
• Opened or used products are NOT eligible for return.
• All returned products must include:
  • Original packaging
  • All accessories, components, and documentation
• If any accessories or components are missing, the customer will be charged a fee equivalent to the value of the missing parts, determined at Raelon's discretion.
• Custom orders and clearance items are considered final sale and are not eligible for returns or refunds.
• Raelon’s return policy complies with industry standards and is designed to be transparent and fair for all customers.

Personal Reason Returns

Customers may return a product to Raelon for a refund within 30 days of delivery, provided that:

• The product is unopened, unused, and in its original condition.
• The customer is responsible for double-way shipping costs and a 15% restocking fee.
• For free shipping products, refunds will deduct the double-way freight costs, as the original shipping cost was included in the purchase price.

Wrong Product Received

• If you received the wrong product, do not open or use it.
• Contact Raelon Customer Service immediately and provide the order number and pictures of the received product.
• Once our team verifies the issue, we will guide you through the return process.
• After receiving the returned product, we will ship the correct product to you at no additional cost.

Defective Product Returns

• If the product does not function properly upon arrival, please contact info@prolifts.ca immediately.
• Reasonable troubleshooting steps must be taken and shared with our technician to determine if the product is defective.
• If Raelon determines that the product is defective and cannot be repaired, the customer can:
  • Receive a free replacement, or
  • Return the product for a full refund within 30 days of receipt.
• For more details, please refer to our Warranty policy.

Return Procedure

Step 1: Contact info@prolifts.ca with your order details, reason for return, and necessary pictures/videos to verify the issue.
Step 2: Our service team will evaluate your request and provide a solution based on our policy.
Step 3: If a return is approved, our customer service team will provide the necessary return instructions.
Step 4: Properly package the approved return product as per the guidelines and ship it back within 5 business days.
Step 5: Once our warehouse receives the return, our customer service team will inspect the product and proceed with a replacement or refund.

Customer Responsibilities for Returns

• Customers must properly palletize, crate, strap, wrap, and/or box their product(s) for return shipment, as required by the carrier.
• If the return is not properly prepared, the carrier may refuse the shipment, and additional fees may apply.

Refund Processing Time

• Refunds typically take 1-2 weeks to process, depending on the bank.
• Once completed, our team will notify you via email.
• Refunds are generally issued to the original payment method.
• For orders paid by check, money order, or cash, the refund will be processed according to the mutually agreed method.

Exchanges

• If you wish to exchange a product, you must first get approval from our team.
• The fastest way to exchange is to:
  1. Return the original product following the return procedure.
  2. Place a new order for the replacement product.
  3. Once the return is processed, we will issue your refund accordingly.

Contact Us

For any questions or concerns regarding our return policy, please contact us: info@prolifts.ca

Raelon reserves the right to make the final interpretation of this return and refund policy.