Effective Date: July 6, 2026
This Returns and Cancellation Policy is provided by Dongyang Longming Daily Necessities Co., Ltd., the legal entity and operator of RayJoy and rayjy.com.
Legal Entity / Store Operator: Dongyang Longming Daily Necessities Co., Ltd.
Unified Social Credit Code: 91330783MAEUQH3D3B
Registered Address: Room 402, 4th Floor, No. 76 Zengping Road, Baiyun Subdistrict, Dongyang City, Jinhua City, Zhejiang Province, China
This policy applies to orders placed on rayjy.com. It should be read alongside our Refund Policy, Shipping Policy, Payment Policy, Privacy Policy, Terms of Service, and FAQ.
1. Timeframe for Returns
You may request a return within 30 calendar days from the date your order was delivered.
For items that arrive damaged, faulty, incorrect, or incomplete, please inspect your order right after delivery and contact us promptly, preferably within 7 days.
Returns submitted after the applicable window may not qualify for return or reimbursement unless the law requires otherwise.
2. Conditions for Return Eligibility
Unless the product page states otherwise or the law requires otherwise, returned items must:
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be unused and unaltered, where applicable;
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be free of stains, odours, modifications, pet hair, or other traces of use;
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include their original packaging and any accompanying accessories; and
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be sent back following the return instructions provided by our team.
You are welcome to examine or test the item to check its appearance, but please do not use, clean, modify, or damage it.
3. Items Not Eligible for Return
Except for defects or as otherwise required by law, we generally cannot accept returns for:
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bespoke or custom-made décor items;
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made-to-order pieces whose product page states that change-of-mind returns are unavailable;
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items that have been used, washed or cleaned, altered, stained, damaged, or developed odours;
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items lacking original packaging or essential components;
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gift cards;
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items labelled “Final Sale”; or
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items sent back after the applicable return period.
For hygiene-related items, if any, this restriction is clearly indicated on the relevant product page. Your mandatory consumer rights are not affected by this section.
4. Initiating a Return
To begin, contact us at:
support@rayjy.com or rayjy1@126.com
Please provide:
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your order number;
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the email address used when placing the order;
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the item(s) you wish to return;
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the reason for your return; and
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if the item is damaged, defective, incorrect, or incomplete, clear photos or videos showing the issue.
Important: Do not send the item back before you receive return instructions from our customer service team. We will provide the correct return address and steps to follow.
5. Where to Send Returns
Please do not send returns to our registered business address or to the address shown on the original shipping label — unless our customer service team specifically instructs you to do so.
After we approve your return request, we will provide you with the correct return address, which may vary depending on the fulfilment centre. RayJoy is not responsible for items sent to an unauthorised or incorrect address.
Current return warehouse address, once authorised:
Attn: Return Authorization 43-XNP-2
Warehouse: Red Stag Fulfillment – Suite 209
5656 John Cannon Dr
Salt Lake City, UT 84116
United States
6. Review of Returned Items
Once we receive your authorised return, we will examine the item. If the return is accepted, we will notify you by email. If the item does not meet our return conditions, we will reach out to discuss next steps before making a final decision.
We do not automatically charge a restocking fee. However, where permitted by law, we may make a reasonable deduction if the item’s value has decreased because it was used, cleaned, damaged, altered, or returned incomplete.
7. Faulty, Damaged, Incorrect, or Incomplete Goods
We sincerely hope this never occurs, but if your décor arrives damaged, faulty, incorrectly made, materially different from the description, or missing pieces, please inspect your order promptly after delivery and contact us as soon as possible — ideally within 7 days.
Please provide photos or videos showing:
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the item itself;
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the problem or defect clearly;
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the shipping package (box or bag);
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the shipping label; and
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all items you received.
After reviewing and verifying the issue, we will, at your choice, send a replacement, offer an exchange, or issue a reimbursement for the affected item(s). If the problem is confirmed to be our fault or our fulfilment partner’s, we will cover the applicable replacement or return shipping costs.
Please keep the item and all packaging until we confirm they are no longer needed.
8. Swaps and Replacements
Because many of our décor pieces are made-to-order and sizes or designs may become unavailable, we cannot guarantee direct exchanges. However, if an item is verified as defective, damaged, incorrectly produced, or incorrectly fulfilled, we will provide a replacement, corrected item, or reimbursement, depending on availability and the situation.
Exchanges require that you first return the original item(s). We cannot send a replacement until we receive and inspect the original item, subject to stock availability.
9. Order Cancellation
If you need to change or cancel your order, please contact us as soon as possible at:
support@rayjy.com or rayjy1@126.com
Please include your order number and the email address used when placing the order.
Because many of our décor pieces are made especially for you after you place your order, production may begin soon after ordering. We cannot guarantee changes or cancellations once your order has entered processing, production, or shipping.
If we can cancel your order before production or dispatch, we will reimburse the eligible amount to your original payment method. If your order has already entered production, we may not be able to cancel it. If the order has already been dispatched, please follow our return process instead.
We may also cancel or limit an order for legitimate reasons, including product unavailability, pricing errors, payment issues, suspected fraud or unauthorised activity, delivery restrictions, unusually large or duplicate orders, or orders that appear to be for resale. If we cancel an order after payment, we will reimburse the full amount to your original payment method.
10. Reimbursements
Reimbursement eligibility, method, processing time, return shipping costs, and non-refundable items are explained in our Refund Policy.
Approved reimbursements will be issued to your original payment method. We typically process reimbursements within 5–7 business days after the return inspection is completed. Your bank or payment provider may then take an additional 7–10 business days to reflect the funds in your account.
Original shipping fees are reimbursable only if the return is due to our error, such as a wrong, defective, or incorrect item. For customer-initiated returns, original shipping costs are non-refundable unless required by law. Customs duties, import taxes, and other third-party charges are not reimbursable by RayJoy.
11. Parcels Returned for Customer-Related Reasons
If a package is returned to us because you provided an incorrect or incomplete address, refused delivery, failed to pick it up after multiple attempts, or did not pay applicable customs fees:
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the return will be treated as a standard return;
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we will deduct any return shipping, customs, handling, or re-delivery costs from your reimbursement if one is requested; and
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if you wish to have the order re-sent to a corrected address, you will be responsible for the full re-delivery shipping costs.
Reimbursement eligibility will be assessed after the returned package is inspected.
Contact Us
If you have any questions about returns or cancellations, please contact us. When contacting us about an existing order, please include your order number and the email address used to place the order.
Customer Service Email: support@rayjy.com; rayjy1@126.com
Store Website: rayjy.com
Contact Phone: +86 151-6803-1954
Company Information
Brand: RayJoy
Website: rayjy.com
Legal Entity: Dongyang Longming Daily Necessities Co., Ltd.
Store Operator: Dongyang Longming Daily Necessities Co., Ltd.
Unified Social Credit Code: 91330783MAEUQH3D3B
Registered Address: Room 402, 4th Floor, No. 76 Zengping Road, Baiyun Subdistrict, Dongyang City, Jinhua City, Zhejiang Province, China
Returns must not be sent to the registered address without approval from our team. Please contact us first so we can share the latest return warehouse address. If the phone is busy, please use email or the store backend. We will respond as quickly as possible. Customer service hours: Monday to Friday, 9:30 AM–12:00 PM and 2:00 PM–6:30 PM.
Current return warehouse address:
Attn: Return Authorization 43-XNP-2
Warehouse: Red Stag Fulfillment – Suite 209
5656 John Cannon Dr
Salt Lake City, UT 84116
United States
Customer Service Email: support@rayjy.com; rayjy1@126.com
Contact Phone: +86 151-6803-1954
RayJoy is managed by Dongyang Longming Daily Necessities Co., Ltd., the operator responsible for rayjy.com, order fulfillment, customer service, and related ecommerce activities.