ONLINE FORM for contract withdrawal and claims

KINGRAY · CUSTOMER SUPPORT

Returns, exchanges and faulty goods

Would you like to return or exchange an item, or report a fault? We recommend completing the Retino form below. Include your order number and details of your request; attach photos if the item is damaged or faulty. The form lets you track progress. You may also exercise your statutory rights through another verifiable method.

Withdrawal from the contract

For distance purchases, consumers generally have 14 days from receiving the goods to withdraw without giving a reason. Send the goods back within 14 days of notifying us of your withdrawal. You pay the return costs if you were informed of this obligation before purchase. Available shipping options and any paid GLS collection service are shown in the form, where available for your address.

Packaging and condition

Pack the goods securely in a sturdy shipping box and include the supplied accessories. Use the original packaging if available; its absence alone does not prevent withdrawal or a faulty-goods claim. You may be responsible for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. Statutory exceptions to the right of withdrawal apply to certain products.

Refunds

On withdrawal, we refund the applicable payments, including the cost of our least expensive standard delivery, without undue delay and within 14 days of your withdrawal notice. Unless we have offered collection, we may withhold the refund until we receive the goods or evidence of dispatch, whichever occurs first. We use the original payment method unless expressly agreed otherwise.

Exchanges

Request a voluntary exchange in the form. We will agree the replacement product’s availability, any price difference and shipping arrangements with you before processing it.

Faulty goods

Please follow our instructions for faulty-goods returns. If you choose the Packeta return service we offer, we provide a label and cover that shipping cost. Drop off the parcel at a supported dispatch point as instructed. Please agree other shipping arrangements with us beforehand. This does not affect your right to reimbursement of eligible claim-related costs.

Promotional gifts

If returning goods means your order no longer meets the gift promotion’s conditions, please also return the gift supplied with those goods. Any settlement will be handled under the promotion’s conditions disclosed in advance and applicable law.