Shipping Policy

Raygene (Hong Kong) Limited ships shoes to destinations within the regions we serve. Orders are processed during standard business hours. Shipping timelines are qualitative and depend on the destination and the carrier selected at checkout. We do not guarantee specific delivery dates. Once an order is dispatched, the customer receives a tracking number via email. Tracking information may take time to update. Raygene (Hong Kong) Limited is not responsible for delays caused by carriers, customs, or events beyond our control. Shipping charges are calculated at checkout and are non-refundable unless the return is due to an error by Raygene (Hong Kong) Limited. International shipping may be subject to customs duties and taxes, which are the customer's responsibility. Customers must provide accurate shipping information. Raygene (Hong Kong) Limited is not responsible for orders shipped to incorrect addresses provided by the customer. Orders are processed during standard business hours. Processing time does not include weekends or holidays.

Returns Policy

Raygene (Hong Kong) Limited offers a strict 14-day no-reason refund policy. Customers may return shoes within exactly 14 days of receiving the order for any reason. The buyer completely bears the return shipping costs. To be eligible for a return, items must be unused and in original packaging. All tags, boxes, and accessories must be included. Items that do not meet these conditions are not eligible for a refund. Raygene (Hong Kong) Limited reserves the right to reject any return that does not comply with this policy. Returns must be initiated within exactly 14 days of receipt. No exceptions are made.

Refund Policy

Refund arrival time is at least 14 days from the date Raygene (Hong Kong) Limited receives the returned item. Raygene (Hong Kong) Limited inspects returned items to confirm they meet the return conditions. After approval, refunds are issued to the original payment method. For PayPal refunds, the refund will take at least 14 days. However, local laws in some regions require up to 30 days for PayPal refunds. Raygene (Hong Kong) Limited complies with all applicable local laws. The customer is responsible for any fees associated with the return shipping. Original shipping charges are not refunded unless the return results from a Raygene (Hong Kong) Limited error. Refunds are issued only to the original payment method. We do not offer store credit or cash refunds.

Damaged or Defective Items

Any claims for damaged or defective items must be submitted within exactly 7 days of receipt. The customer must contact Raygene (Hong Kong) Limited at [email protected] within this period. The claim must include photographs of the damaged or defective shoes and the original packaging. Raygene (Hong Kong) Limited will review the claim and provide instructions. Claims submitted after exactly 7 days of receipt are not eligible for a refund or replacement. This 7-day period matches the Terms of Service. No other claim period applies.

Non-Returnable Items

Items must be unused and in original packaging. Any item that shows signs of wear, damage, or alteration is not returnable. Items without original packaging, tags, or accessories are not returnable. Raygene (Hong Kong) Limited does not accept returns for items that are not in resalable condition. This policy applies to all shoes sold through qxmboardshoes.com. No exceptions are made. Items must be free of odors, stains, and markings. Items must include all original inserts and laces.

Return Process

Step 1: Contact Raygene (Hong Kong) Limited at [email protected] within 14 days of receipt to request a return authorization. Provide your order number and the reason for return.

Step 2: Raygene (Hong Kong) Limited will review the request and provide a return authorization number. Do not ship any item without a return authorization number.

Step 3: Pack the shoes securely in the original packaging. Include all tags and accessories. The buyer completely bears the return shipping costs.

Step 4: Ship the package to the following address: The recipient must be Raygene (Hong Kong) Limited, the contact phone is +852 4446 9336, and the specific return address is ROOM 1911, LEE GARDEN ONE, 33 HYSAN AVENUE, CAUSEWAY BAY, HONG KONG.

Step 5: Raygene (Hong Kong) Limited receives the returned item and inspects it. Refund arrival time is at least 14 days from receipt. For PayPal refunds, the refund will take at least 14 days. Local laws in some regions require up to 30 days for PayPal refunds.

Step 6: The refund is issued to the original payment method. The customer receives a confirmation email once the refund is processed.

Customer Responsibilities

Customers must retain proof of return shipment until the refund is complete. Raygene (Hong Kong) Limited is not responsible for returned items lost or damaged during transit. Customers must ensure that the return address and contact phone are correct. The customer bears all return shipping costs. Customers must follow the return process exactly as described. Failure to follow the return process may result in a rejected return.

Contact Information

For any questions regarding shipping or returns, contact Raygene (Hong Kong) Limited at [email protected] or call +852 4446 9336. Our mailing address is ROOM 1911, LEE GARDEN ONE, 33 HYSAN AVENUE, CAUSEWAY BAY, HONG KONG. This Shipping & Returns document applies to all purchases made through qxmboardshoes.com.