We realise that when ordering online, sometimes there are reasons why you may need to return your product. Our aim is to make this as painless as possible.
Below, you will find all of the information you should need to return a product to us. Remember though, do not dispose of packaging until you are sure you are keeping your order.
You can return or exchange any goods bought from the Rayan Direct website. You have 30 days of receiving your item to tell us of your intention to return your item.
You can shop with us at Christmas safe in the knowledge that our returns policy has been extended to accommodate orders for Christmas gifts. Any orders placed with us in November and up to 3pm on the 23rd December, can be returned up to Monday 11th January 2017. This gives you plenty of time to return gifts for an exchange or refund.
Any purchases made after 3pm on the 23rd December will fall under our usual returns policy, whereby you have 30 30 days to return your item(s)
Simply fill out the form on the back of your invoice (included with your parcel) making sure to check the box in the 'Refund Request' section, then send the parcel to our returns department at:
Unit 1 Premier Trading Estate
If for any reason you do not have your invoice, please include a note with your name and order number, so that we know whom the parcel has come from.
We offer several options for returning your parcels, but the cost of returning the goods to us is your responsibility. The best return service for you varies depending on your location. Please choose your region below to view your available return options.
We offer several options for returning your parcels, but the cost of returning the goods to us is your responsibility.
Drop your parcel off at your local Post Office.
We are unable to accept responsibility for returns damaged or lost during their return.
Our exchange procedure is almost the same as for returns.
Simply fill out the form on the back of your invoice, check the box in the section marked 'Exchange Request' and write down the product reference code(s) of the item(s) you would like to exchange your goods for. These can be found on the product pages on the website just after the product name, along with your chosen size.
Exchanges will be processed within 4 working days (Monday - Friday) of receipt of your parcel.
Exchange items are dispatched for free, although you do have to pay the return postage to get your package to us.
If an exchange item you have requested is not in stock we will issue a refund back to your credit card, debit card or PayPal account.
Please include the invoice (attached to the front of the parcel you received) with the goods, or your name and order number, so that we know who they are from.
When we get the goods back we will issue a full refund for the price of the goods returned. Our only stipulation is that they are in a saleable condition, in other words:
Simply pop in to your local branch and send the parcel (making sure to include the filled out invoice form) to our returns department at the address below.
Unit 1 Premier Trading Estate
For your own protection we recommend using Royal Mail Recorded or Special Delivery service.
We will issue and confirm the refund within 4 working days of receiving your return but it may take a further 3 or 4 days for the refund to show in your account (or up to 10 days for some building society accounts).
Refunds do not include the original cost of your orders delivery.
If you have selected the credit boost option for your refund, this will be added to your Rayan Direct Account.
You have 14 days to use the boosted credit refund. If you do not use the full value of the credit boost, the remaining credit up to the value of the original purchase will be credited back to the method used to place your original order.
If the credit boost is added to an existing credit balance, any credit spent in the 14 days following the credit boost refund will be taken from the refund boost balance first. Only when this is spent will the previous credit balance start being used.
If an item bought under a Special Offer or Promotional Incentive is subsequently returned, the Special Offer may no longer apply, and the refund may be adjusted accordingly.
We will give you the best deal we can in the circumstances, but we will have to take into account the impact of a return on the original offer.
If the item is exchanged for another that would have been available under the terms of the Special Offer no adjustment will need to be made.
If the exchange is for an item of similar value outside the terms of the original offer then any adjustment is at our discretion.