We do not accept returns without prior authorization. For returns, the product must be in its original condition, with all tags attached, and returned in its original packaging. Returns without original packaging will not be accepted. Customers must also provide the order number or proof of purchase associated with the product. Please contact us first via online customer service chat on our official website rawmshop.com or by email to bing.sun@rawmtech.com and wait for our assessment results before applying for a return or exchange.

Please note that we do not accept returns or refunds for any opened or disassembled machines!

To protect your rights, we recommend that customers inspect and test the product immediately upon receipt. If you have any problems, please contact us promptly so that we can resolve the issue as soon as possible.

RAWM is not responsible for after-sales service and refunds if the customer fails to receive or refuses to accept the goods due to international customs duties; if the delivery is delayed or fails due to international shipping, RAWM promises a full refund if the goods are not received within 90 days;

REFUNDS

1. I don't like the product and want to return it.

If the return is not due to a product quality issue, customers who wish to return the product must apply within 7 days of receiving the product/package. We will refund the full product cost, but not the shipping cost. If the return is due to the customer's own reasons, the customer shall bear the round-trip shipping costs. The return shipping cost depends on the courier company chosen by the customer, and the customer needs to prepay the return shipping cost; our warehouse does not accept cash-on-delivery shipments. After shipping the goods, please be sure to inform us of the tracking number of the returned goods. After the goods arrive at our warehouse, we will only refund the price of the goods (we do not bear the shipping cost back to the RAWM warehouse). You can send an email to bing.sun@rawmtech.com to get our warehouse address for returning the goods.

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, we will automatically refund the money to your original payment account. Please note that it may take some time for your bank or credit card company to process and credit the refund.

2. If the goods received are damaged or incorrect due to our fault, the customer does not need to bear the shipping costs.

To report damaged or incorrect goods, please follow these steps:

1) Contact our customer service team via email at bing.sun@rawmtech.com.

2) Please provide pictures and descriptions of the damaged or incorrect items, along with the order number associated with the relevant items.

After receiving your email and assessing the damage, we will contact you to determine the next steps. Please note that all damaged, defective, or incorrect items must be reported within 7 days of receipt. As we are currently unable to obtain return labels from the logistics company, we need your assistance in verifying the shipping cost for returning the items via registered postal service. Thank you.

How long will it take to receive my refund?

It may take 1 to 2 weeks for your return to reach our warehouse. Once we receive and inspect your return (usually within 72 hours of receipt), we will process your refund within 2 business days and automatically refund it to your credit card or original payment method. Please note that it may take an additional 2 to 10 business days for the refund to appear on your account, depending on your credit card company.

REPAIR

All products that remain in their original condition and have not been opened or disassembled are covered by a 1-year warranty. Any machine that has been opened or disassembled is not covered by the warranty; products outside the warranty are not eligible for return or exchange for any reason.

Customers must provide evidence of product defects and report them to the seller. Before sending the product for repair, customers must first attempt to confirm whether the product is defective. If the product is indeed defective and has not been opened, your product is eligible for free warranty service. Customers only need to bear the shipping costs for sending the product back and receiving it after repair; the repair costs and replacement parts are free of charge. During the repair process, any non-original parts may be discarded, and any components in the original product may be replaced as needed during disassembly and repair.

REPLACEMENT PARTS

In some cases, we may offer the option of sending replacement parts only. If the customer agrees to receive replacement parts, this decision is irreversible, and the customer will lose the right to return the product for repair for that specific issue. Successfully repairing the product using the provided replacement parts will not void the warranty, but any parts damaged during the process are not covered by the warranty. Any unauthorized modifications or customizations may void part or all of the warranty. Please contact us for authorization. Replacement parts are processed the same way as new orders – usually delivered within 7 to 14 days. If you need to return a product for replacement, we will ship the replacement item after receiving the returned product.

Please note that we reserve the right to refuse refunds under the following circumstances:

• Failure to comply with the refund policy instructions;
• Return request submitted after the return period has expired;
• Damage caused by improper use or handling by the customer.
• The product is not resalable.

We will determine whether to accept the refund request at our own discretion. Please feel free to contact us if you have any questions or concerns.