Refund Policy

1. Overview

At Ray Vault Energy (Pvt) Ltd, we are committed to ensuring your satisfaction with every purchase. This Refund Policy outlines the conditions under which refunds may be issued for products purchased through our platform. Please read this policy carefully before placing an order.

2. Advance Payments

Orders placed with Ray Vault Energy (Pvt) Ltd typically require an advance payment (deposit) to confirm the order. Refund eligibility for advance payments is as follows:

• Advance payments are non-refundable once the sourcing or importation process has commenced.
• If Ray Vault Energy is unable to fulfil your order due to stock unavailability or other circumstances on our end, your advance payment will be refunded in full within 14 business days.
• Cancellations requested prior to the commencement of sourcing may be eligible for a partial or full refund at our discretion.

3. Eligible Refund Scenarios

Refunds may be considered in the following situations:

• The product received is significantly different from what was described at the time of purchase.
• The product arrives with confirmed manufacturing defects that are not covered by the warranty repair process.
• Ray Vault Energy is unable to deliver the product within the agreed timeframe and the customer no longer wishes to proceed.

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

• The product has been installed, used, or tampered with.
• Damage caused by improper installation, misuse, or external factors (e.g., power surges, flooding).
• Damage occurring during transit where the customer has agreed to a self-arranged or third-party delivery method (e.g., courier services, public transport, bus, train, or any other carrier arranged by the customer). In such cases, the customer assumes full responsibility for transit risk.
• Change of mind after the sourcing process has commenced.
• Minor cosmetic imperfections (not damages) that do not affect product performance.
• Issues arising from incompatibility with third-party systems not disclosed at time of purchase.

5. Refund Process

To initiate a refund request:

1. Contact us at inquire@rayvault.lk with your invoice number and a description of the issue.
2. Provide supporting evidence (photographs, videos) where applicable.
3. Our team will review your request and respond within 5 business days.
4. Approved refunds will be processed to the original payment method or via bank transfer within 14 business days of approval.

Please note that the refund amount will exclude any shipping/packing charges incurred during the initial purchase.

6. Warranty vs. Refund

Many product defects are addressed through the manufacturer warranty process rather than a refund. Where a defect falls within the warranty scope, we will coordinate a warranty repair or replacement on your behalf. Refunds for defective products will only be considered where a warranty remedy is not feasible.

7. Contact Us

For any refund-related enquiries, please reach out to our team: