Return & Refund Policy
Gold Rayline is committed to providing genuine industrial automation products with dependable quality, fast delivery, and transparent after-sales service. This policy explains how we handle product returns, replacements, and refunds to ensure a professional and fair process for all customers worldwide.
Effective Date: October 10, 2025
Applies to: All global orders placed via goldraycnc.com or our official sales channels.
Contents
Other Policies
1. General Overview
All items supplied or repaired by Gold Rayline are fully tested and carefully packed before dispatch, using anti-static and shock-resistant materials when appropriate. If we receive no communication from you within 7 days of delivery regarding any problem, the goods are deemed accepted in full working order.
2. Return Eligibility & Timeframes
If you wish to return an item for any reason, you must notify us in writing within 7 days of delivery. Once authorized, you will have a further 7 days to return the item with all original packaging, documentation, and accessories for inspection.
Alternatively, Gold Rayline also accepts return requests within 30 days of receipt under our extended customer-care policy, provided the item remains unused, uninstalled, and in resalable condition.
3. Return Authorization (RMA Process)
All returns require a valid Return Merchandise Authorization (RMA) number. To request an RMA, contact:
Email: [email protected]
Phone: +86-13585992921
- Include your order number, product model, photos/videos (if applicable), and reason for return.
- Our support team will confirm eligibility and issue an RMA reference with return instructions.
- Unauthorized returns or COD shipments will not be accepted.
4. Returnable Cases
4.1 Faulty or Defective Item
Gold Rayline provides a 12-month return-to-base warranty for new parts and a 6-month limited warranty for refurbished or surplus parts. If your item develops a fault within the warranty period, please contact us immediately. After verification, we will offer repair, replacement, or refund depending on product availability.
Please refer to our Warranty Policy for full coverage terms.
4.2 Damaged in Transit
If your shipment arrives damaged, you must notify us within 7 days of delivery. Do not return the item until advised—some couriers require on-site inspection for claims. Provide photos of both the packaging and product damage for verification. If confirmed, we will replace the item or issue a full refund, including shipping costs, if the damage was caused by our carrier or packaging.
4.3 Incorrect Item Received
If the item received does not match your order, please contact us within 7 days. We will arrange collection and dispatch the correct product or issue a refund at no extra cost.
4.4 Other Returns (Customer Convenience)
If you wish to return a correctly supplied item for reasons such as incorrect ordering or change of requirement, the product must be unused and in original condition, suitable for immediate resale. Such returns may be subject to a 15–35% restocking fee to cover testing, handling, and administration costs. Return freight is the responsibility of the customer.
5. Inspection & Evaluation
All returned items are subject to technical inspection and quality verification by Gold Rayline engineers. Testing typically takes 3–7 business days after receipt. Items found to be damaged, modified, or non-compliant with our return terms will be rejected and returned at the customer’s expense.
6. Refund Processing
Once a return is approved, Gold Rayline will issue a refund within 7–14 business days via the original payment method. Refunds exclude the original shipping charge unless the return results from our error or a confirmed defect.
Bank transfer fees, PayPal fees, or currency conversion differences are non-refundable. Refund timing may vary depending on the payment provider or international banking process.
7. Packaging & Responsibility
- Returned goods must be securely packed in their original packaging to prevent transit damage.
- All returns must include the RMA reference and invoice copy inside the parcel.
- Customers are responsible for loss or damage during return transit unless otherwise agreed in writing.
8. Exclusions
- Software, firmware, or license-activated items.
- Specially manufactured or custom-configured parts.
- Items with tampered serial numbers or missing identification labels.
- Products damaged through improper installation, electrical faults, or unauthorized repairs.
9. Additional Terms
- Refund amounts are net of restocking and handling charges where applicable.
- Gold Rayline reserves the right to deny any return that fails to meet policy requirements.
- All return policies are governed by the same jurisdiction as defined in our Terms & Conditions.
- Policy terms may be updated periodically; the latest version on our website applies.
10. Contact Information
For all return or refund inquiries, please contact our Customer Relationship Team:
Email: [email protected]
Phone: +86-13585992921
Business Hours: Monday–Friday, 09:00–18:00 (GMT+8)
Address: 2nd Floor, Building 1, No. 88 Huilong Road, Qingpu District, Shanghai, China
We recommend contacting our engineers before initiating a return for installation or configuration assistance, which may resolve the issue without product replacement or shipment delay.