1. You can return an order placed in our store within 14 days of receiving the order.
2. To make your return easier, we offer convenient returns via the Furgonetka system.
3. If you prefer another method, please complete the withdrawal form and send it to hello@bytheray.com.
4. Pursuant to Article 38, Section 5 of the Consumer Rights Act, the right to return does not apply to cosmetic products delivered in sealed packaging that has been opened after delivery. For hygiene reasons and to ensure the safety of our customers, we only accept returns of products with intact factory seals and that have not been opened.
5. To return a product included in a promotional set, you must return the entire set.
6. We will refund your money immediately – no later than 14 days from the date of receipt and verification of the intact condition of the shipment.

Product exchange involves returning the undamaged goods and placing a new, independent order.

As a private label manufacturer, we take full responsibility for the quality of our products. We divide complaints into two types:

A. Technical complaint (Goods defect)

If the product has a defect (e.g. damaged packaging, non-functioning pump):

1. Please write to us at hello@bytheray.com, attaching a photo of the defect and your order number, batch number found on the packaging.
2. We will respond within 14 days, offering an exchange for a defect-free product or a refund.

B. Adverse Event Report (Skin Reaction/Safety)

If an unexpected reaction occurred while using the product (e.g. severe irritation, allergy):

1. Stop using the product immediately.
2. Contact us at hello@bytheray.com. As the Person Responsible for the Safety of our own-brand cosmetics, we will conduct a safety analysis. We may ask you to complete a short form regarding the circumstances of your reaction, which will help us continually improve our formulas.