Returns & Refund Policy

Part of the contract.This policy forms part of our Terms of Service and applies to every Order placed through radia.company. By completing checkout you confirm that you have read and accepted it in full.

Version applied.The version of this policy in force on the date your Order is placed governs that Order. A later amendment does not create a new right in respect of an earlier Order.

Statutory rights.Nothing here removes a right you have under mandatory consumer law that cannot lawfully be excluded. Where such a right applies, it operates alongside this policy and to the minimum extent required by that law.

No change-of-mind returns.Our Products are personal-care light devices used directly on the face and around the eye area. For hygiene and safety reasons all sales are final. We do not accept returns, exchanges, part-exchanges or refunds for change of mind, dissatisfaction with results, fit, comfort, scent, weight, noise, appearance, or because you found a lower price elsewhere.

Only exception.The sole exceptions are a verified manufacturing defect, transit damage, a missing item, or an incorrect item shipped, each handled under Sections 4 to 7 below, plus any non-excludable statutory right.

Acknowledgement at checkout.Please review your cart, chosen variant, quantity, delivery address and contraindications before paying. Completing payment is your acknowledgement of the final-sale condition.

Immediate fulfilment.Orders are released to fulfilment immediately on payment. Once submitted, an Order cannot be cancelled, paused, combined, split or modified by you, including changes to items, variants, quantities, gift messages or promotion codes.

Address corrections.We cannot guarantee an address correction after submission. If a change is possible before the label is generated we will attempt it as a courtesy; after dispatch, redirection is a matter for the carrier and any fee is yours.

Cancellation by us.Where we cancel before dispatch under the Terms of Service, we refund the amount charged for the cancelled items to the original payment method and have no further liability.

Interception attempts.Attempting to refuse, recall or intercept a parcel in transit is treated as a refused delivery under Section 8 and does not create a right to a refund.

Notification window.Claims for transit damage, visible defect, shortage or an incorrect item must be submitted in writing to support@radia.company within 72 hours of delivery as recorded by the carrier. Claims outside this window are not accepted, save for a latent functional defect under Section 5.

Inspect on arrival.You must inspect the parcel and its contents on arrival. Where damage is visible on the outer packaging, note it with the carrier at the point of delivery where possible.

Do not discard.Retain the Product, all accessories, inserts, manuals, the inner and outer packaging and the shipping label until the claim is closed. Discarding any of these before the claim is resolved will result in the claim being declined.

Continued use.Do not continue to use a Product you believe to be defective or damaged. Continued use after discovering a fault waives the claim in respect of any worsening of the condition and may create a safety risk.

Warranty route.A functional fault that appears after the 72-hour window is handled under the limited warranty in Section 12 of the Terms of Service, not as a return.

Exclusive remedy.Where a warranty claim is approved, the remedy is repair or replacement at our option. Cash refunds are not available under the limited warranty.

Diagnostics.You agree to complete reasonable diagnostic steps we request — such as a full charge cycle, reset, alternative power supply, or a short video of the fault — before a claim is assessed.

No fault found.Where an item is returned under warranty and no fault is found, or the fault falls within a warranty exclusion, we may return the item to you and recover reasonable carriage and handling costs.

Required evidence.Every claim must include, in a single written submission: the order reference; clear photographs of the outer packaging on all sides including the shipping label; photographs of the inner packaging and its contents as received; photographs of the claimed damage or defect; a photograph of the serial or batch marking where present; and, for a functional fault, a continuous unedited video demonstrating it.

Quality of evidence.Evidence must be in focus, unedited, unfiltered, uncropped and complete. We may decline a claim supported by images that are altered, partial, duplicated, sourced from elsewhere, or inconsistent with the shipment record.

Assessment.We assess claims against our fulfilment, weight, scan and inspection records. The determination of whether a defect exists, and of the appropriate remedy, rests with us acting reasonably.

One claim per item.A remedy provided in respect of an item concludes all claims for that item. A replacement supplied under this policy is itself final sale and is not eligible for a further defect claim other than under the limited warranty.

Return authorisation.Do not send anything back before we ask you to. Returns are accepted only with a written return authorisation reference, to the address we specify, using the method we specify. Unauthorised parcels may be refused or held without credit.

Remedy hierarchy.Where a claim is approved, the remedy is, at our sole election: dispatch of the missing item; replacement of the affected item with the same or a comparable model; supply of a replacement part or accessory; or, where replacement is genuinely unavailable, a refund of the price paid for that item.

Excluded from any remedy.Original and return shipping charges, taxes, customs duties, brokerage and handling fees, payment-processing fees, currency conversion losses, and any third-party cost are not refundable or reimbursable.

No consequential compensation.We do not compensate for time, inconvenience, lost occasions, alternative treatments or products purchased, professional services, or any consequential loss. See Section 14 of the Terms of Service.

Refund mechanics.Approved refunds are issued to the original payment method only, in USD, and are typically settled within 5–10 business days of approval, subject to your bank or card issuer. We cannot refund to a different card, account or person.

Partial and bundle refunds.Where an item forms part of a bundle, set or promotion, any refund is calculated on the discounted amount actually paid for that item, and the balance of the bundle remains payable at the undiscounted price of the retained items where the bundle condition is no longer met.

Subject only to a non-excludable statutory right, the following are not returnable, refundable or exchangeable: any Product that has been used, worn, tested or applied to the skin; any Product whose hygiene seal, wrap or tamper evidence has been opened, broken or removed; and any Product not in fully resaleable condition with all accessories and packaging.

Also excluded: gift cards, digital items and downloads; donations and voluntary support amounts; bundles, sets and gift-with-purchase items; items bought in a sale, clearance, flash, outlet or promotional event; personalised, engraved or made-to-order items; and free or promotional items.

Also excluded: items where the claim is made outside the stated window; items returned without authorisation; items damaged after delivery by accident, drop, liquid, heat, unauthorised power supply, modification, dismantling or third-party repair; items damaged by use contrary to instructions or in disregard of a contraindication; items used commercially, clinically or professionally; and items purchased from anyone other than us.

Also excluded: claims based on variation in packaging, branding, colour, finish, accessory configuration, cable type, printed material, labelling or country of manufacture, none of which constitutes a defect.

Risk after delivery.Risk passes to you on delivery. Where the carrier records a parcel as delivered, left in a safe place, or received by any person at the address, we have discharged our obligation and are not liable for subsequent theft, loss or misplacement.

Carrier claims.Claims for a parcel lost in transit must be raised with us within 30 days of the last carrier scan so that we can lodge a carrier claim. Any remedy depends on the outcome of that claim and is at our discretion.

No safe location.If you instruct a carrier to leave a parcel without signature, at an alternative address, or in an unsecured location, you assume all risk from that instruction and no remedy is available.

Refused or unclaimed.Where a parcel is refused, unclaimed, or returned because duties were not paid or the address was wrong, we may deduct outbound carriage, return carriage, duties incurred and a reasonable restocking charge from any amount otherwise refundable, and no refund is due where the goods are not received back in resaleable condition.

Contact us first.You agree to contact us and allow at least 10 business days to resolve any issue before initiating a chargeback, dispute or payment reversal. Raising a dispute without doing so is a breach of this policy and of the Terms of Service.

How we respond.We defend disputes with full transaction evidence, including checkout logs, IP and device records, policy acceptance, carrier scans, delivery confirmation, signature or photographic proof of delivery and the full correspondence record.

Consequences.Where a dispute is raised in bad faith, or resolved in our favour, we may close your account, refuse future service, withhold any pending remedy, recover the disputed amount and associated fees, and refer the balance for collection where permitted by law.

Friendly fraud.Claiming non-receipt or non-authorisation of a delivered and authorised Order may be reported to the payment network and, where appropriate, to the relevant authorities.

We monitor claim patterns. Repeated defect, non-receipt or damage claims across Orders, accounts, addresses or payment methods may result in refusal of further remedies, mandatory signature delivery, cancellation of pending Orders, and permanent refusal of service.

Submission of false, altered, recycled or third-party evidence voids the claim in its entirety, voids any warranty on the Product, and permits us to recover the value of any remedy already provided.

We reserve the right to require return of an item at our cost before providing a replacement, and to inspect any returned item before deciding a claim.

Send one written email to support@radia.company with the subject line Claim — [order reference], including all evidence required by Section 6 and a short factual description of the issue. Incomplete submissions delay assessment and may be declined once the window closes.

We aim to acknowledge within 2 business days and to decide a complete claim within 10 business days. Where a carrier or manufacturer investigation is required, assessment may take longer and we will keep you informed.

All claim correspondence must be in writing through this channel. Statements made by any other channel, including social media or a review, are not a claim and do not preserve any time limit.