Return Policy

1. Return window

You may request a return of an eligible standard product within 30 days after the date it is delivered. The item must be unused, uninstalled, uncut, and in its original condition and packaging, with all included components, documentation, and accessories.

Contact us before sending any product. Unauthorized returns may be refused or delayed because we cannot reliably match them to an order.

2. Items that cannot be returned

• Adhesive material that has been opened, cut, peeled, contaminated, installed, or otherwise used.
• Custom, made-to-order, personalized, or special-order products clearly identified as such before purchase.
• Digital files, downloaded content, activated software, or services that have already been performed.
• Gift cards, promotional items with no separately stated price, or products marked final sale.
• Items damaged through misuse, modification, improper storage, improper installation, or failure to follow product instructions.

These exclusions do not limit any remedy that cannot legally be excluded, including remedies for merchandise that arrived defective, damaged, or different from what was ordered.

3. Damaged, defective, or incorrect orders

Inspect your order promptly after delivery. If an item is damaged in transit, defective on arrival, or not the item ordered, contact us within seven days after delivery when reasonably possible. Include the order number, a description of the problem, and clear photographs of the item and packaging.

After review, we may provide troubleshooting, replacement parts, a replacement product, a prepaid return label, or a refund. RAE will pay reasonable return shipping for an approved claim involving our error or a product that arrived damaged or defective.

4. How to request a return

1. Use our Contact page and provide your name, order number, item, and reason for the request.
2. Wait for return authorization and the return address or shipping instructions.
3. Package the item securely and include the authorization information.
4. Ship within 14 days after authorization using a trackable service.

For a change-of-mind return, the customer is responsible for return shipping and the risk of loss until the item reaches us. We do not accept freight-collect or cash-on-delivery returns.

5. Refunds

We inspect authorized returns after receipt. If approved, we will issue the refund to the original payment method, generally within 10 business days after inspection. Your bank or card issuer may need additional time to post the credit.

Original shipping charges are not refundable for a change-of-mind return. They will be refunded when required by law or when the return results from our error, nonconforming merchandise, or shipping damage. We may reduce a refund to reflect missing components or damage beyond what is reasonably necessary to inspect the product, to the extent permitted by law.

6. Exchanges

Product availability changes, so we do not guarantee direct exchanges. When an exchange is approved and stock is available, we may send a replacement. Otherwise, we will process an eligible return and you may place a new order for the desired item.

7. Order cancellations and shipping delays

Contact us promptly if you need to cancel an order. We will try to stop fulfillment, but an order cannot be canceled after it has shipped. An eligible item may still be returned under this policy after delivery.

We currently ship only to addresses in the United States. We will ship within the time stated at checkout or in the order confirmation. If no shipping time is stated, we will ship within 30 days after receiving a properly completed order. If we cannot ship on time, we will provide the choice required by law: consent to the delay or cancel the affected order for a prompt full refund.

8. Subscriptions

Subscriptions can be managed or canceled through the customer billing portal. Cancellation stops future renewal charges and normally takes effect at the end of the current paid billing period. Charges for a billing period that has already begun are nonrefundable except where required by law or expressly stated at checkout.

9. Warranty claims and contact

A return under this policy is separate from any written limited warranty supplied with a product. Warranty terms control warranty claims. For a return, cancellation, shipping issue, or warranty question, use our Contact page.