Ray's Pet Supply is an online store and holding company, registered in Hong Kong.
Ray's Pet Supply reserves the right of final decision and interpretation of the Terms and Conditions. Ray's Pet Supply also reserves the right to make changes to these Terms & Conditions.
1.1 Definition in these Term & Conditions (T&C)
“We”, “Us”, “Our” and “The Company” all mean “Ray's Pet Supply”
“You”, “Customer” and “Buyer” all mean who makes the purchase on our website
“Goods”, “Product” and “Item” all mean things you see and are able to purchase on our website
“Account” means the user’s registration on Ray's Pet Supply
“Business day” and “Working day” mean the days from Monday to Friday but exclude any Hong Kong public holiday
“Handling time” means the order processing time, from the moment Ray's Pet Supply receives your order, till the order has been picked up by the courier
“Delivery time” means the time needed from the moment an order ships from our Hong Kong warehouse, to the time a delivery is made.
Eligibility to Buy
Ray's Pet Supply only accepts customers aged 18 years or above to place an order. Those who are under 18, can only place an order with the involvement of a parent or guardian.
2. Payment and Price
We provide the option for payment in different currencies (USD/GBP/SGD/AUD) to our customers from different countries.
** If your selected currency is different from the credit card you use for payment, you may be required to settle an additional charge due to exchange rate charged by your card issuer or bank. Ray's Pet Supply has neither control on these charges nor be liable for any extra charges.
2.2 Payment Method
Customers can use PayPal to settle the payment of an order.
2.3 Pricing Error
We work closely and monitor the pricing daily. However, in the unforeseen circumstance that product pricing is incorrect; Ray's Pet Supply reserves the right to cancel and not to fulfill an order.
The price you can see on the website is the final price for the product. Additional shipping fees can be applied if your order solely consists of items with low value, for example accessories, including but not limited to: screen protectors, cables, mobile phone cases.
3. Shipment and Delivery
3.1 Shipping Services
Ray's Pet Supply determines the choices of couriers and routes. All orders will be shipped with track able service and customers will be able to track the shipment status.
3.2 Order Handling
After confirming payment is successful, Ray's Pet Supply will process to the fulfilment of an order with an estimate handling time of 2-5 business days. This applies to all available items.
3.3 Delivery Time
The estimated delivery time would be around 5-10 business days after your order is dispatched from our Hong Kong warehouse.Ray's Pet Supply shall not be liable for any uncontrollable factors that impact the speed of delivery (courier delays, bad weather, customs checks or other uncontrollable circumstances etc.).
3.4 Liability of Delivery
Ray's Pet Supply shall not be liable for the loss or damage caused to parcels during transit, except when a customer has bought insurance service for the shipment.
The transportation of any parcel is solely the liability of courier companies. Courier companies only cover physical loss or damage to a parcel during transit, subject to the maximum liability specified in the terms and conditions of their service. Ray's Pet Supply can only assist in the claim process, however has no control on the final compensation a courier company would provide.
4. Order Cancellation
4.1 Cancel Order
Order cancellation is only accepted if your order is in the processing status and has not been packed yet. Cancellation requests for orders should be made by submitting a Cancellation Ticket. Cancellation through any other means such as email or phone will not be acknowledged or processed.
Once the order is packed and/or picked up by the courier for the preparation of the shipping process, customers can only request a return instead of order cancellation. Any return fee, including administration and return shipping fees are borne by the buyer. All goods returned must be packaged in good and original condition, unused, and unopened within 14 calendar days.
5. Return and Refund
5.1 Return Policy
Ray's Pet Supply offers a 14 Days Return Policy for all customers upon delivery of the shipment. In some cases, there could administrative fees and restocking fees applicable on return orders. Ray's Pet Supply is also not liable for any loss or damage to return shipments in transit.
**Due to health and hygiene issues, personal and health care products (i.e. shavers, facial massangers etc.), headphones and earphones are not covered by our 14 Days Return Policy.
5.2 Requests for a Return
Return requests can only be submitted on the page of “RMA (Return Material Arrangement)”. We don’t accept any other methods to request a return.
5.3 Conditions for a Return
– The item is bought from Ray's Pet Supply.
– You have submitted the return request (RMA ticket) within 14 calendar days of receiving the item.
– You have received our authorization for your request.
– The item is returned with a copy of your receipt/invoice.
– The item is returned with the original packaging and in the condition as how you received it (including all accessories, all materials, price taps, free gift etc.)
– The item is returned within 14 calendar days after the request is authorized.
Upon receiving your returned parcel, our Technical Team will conduct an inspection process. Once this has been completed, Ray's Pet Supply will issue a refund, within 14 business days. Any refund will be made to the selected payment method used to place the order.
12 Months Warranty service is provided by Ray's Pet Supply In-House Technical Team. All products bought from Ray's Pet Supply are not covered by manufacturer’s warranty.
6.1 Register warranty
All orders are automatically registered for Ray's Pet Supply In-House warranty, with the valid warranty claim date shown on the invoice.
6.2 Ray's Pet Supply Warranty Covers
12-months parts and labor costs for the repair of:
– Manufacturer’s defects or faults in production, which lead to product malfunctioning.
– Faults in the material of the product, which lead to product malfunctioning.
1 month parts and labor costs for the repair of a fault in the material of Rechargeable Batteries.
6.3 Exclusions to Warranty Terms
“1 month” warranty for camera accessories, mobile and tablet accessories, computer accessories, games, gaming controllers, audio cables, card readers
“6 months” warranty for waterproof cases and flash remotes
“Not Covered Categories” include:
– Consumable goods (such as Batteries, Inst ax camera films)
-Product which are not electronic or items which do not consume electricity (e.g. Bags, Lens Hoods, and audio accessories “Except audio cables which comes with a 1 month warranty”)
-Network Carrier Issues (e.g. SIM Card, availability, coverage, service, range) of mobile phones and tablets
-Any issues caused by the firmware or software, modification to operating systems, rooted or jail broken phones or tablets
-Accessories in the box
Ray's Pet Supply also points out which situations are not covered in these warranty terms.
Please refer to the “Warranty” page for details.
6.4 Special Note for the Warranty of Specific Categories
Below categories have special warranty terms. For details, please refer to the “Warranty” page.
– 3rd Party lenses (Sigma, Tamron, Tokina etc.)
– Waterproof Cameras/ Casings / Bags
– Waterproof Cases
– Waterproof Mobile Phones
– Remote Controllable Toys
Ray's Pet Supply will not be held liable for any defect on- or damage to any other item(s) used in conjunction.
6.7 Submit a Warranty Claim
Application for warranty service must be submitted through the “RMA (Return Material Arrangement)” page.
Some information may be required when you apply for a warranty claim case:
– Your order id to validate the warranty period of your item.
– IMEI or Serial number if any
– Detailed description of your issues, plus images or videos showing the defective reasons for us to better understand your case.
6.8 Liability of Warranty
Ray's Pet Supply shall not be liable to:
– Postage fees of items sent back to our Hong Kong warehouse. Ray's Pet Supply only bears the shipping fees for sending an item back to you, plus the parts and labor costs under the Warranty’s Terms and Conditions.
– Any data and information loss and corrupted files during the repair process
– Any changes in settings or the system (firmware/software update) during the repair process
– Any delays due to non-controllable factors (parts of element shortages, bad weather, and shipping carrier delays etc.)
7.1 Items Condition
We only sell items in Brand New condition and all of our products are 100% genuine.
Our stock is sourced globally and hence products will come with packaging which might differ from your local products’ version. The differences could possibly include but not be limited to different languages show on the box; different languages in the manual and/or user guide (if any), and a different county’s standard plug for charging. We ensure all items operate in the English language and the functionality will be the same as a product being purchased locally. We shall also include a travel adapter if necessary ..
7.3 Bulk Package (White Box Lens)
In some circumstances, camera lenses could be listed on our website for purchase with a white box for packaging (in these cases, the product name will clearly mention this). This means the lens has been taken from a camera kit set package. It is brand new and normally would be called either bulk package or white box. There are no functional differences with the lenses in the original packaging.
7.4 LTE/3G Frequency Bands on mobiles, tablets and other drives
All Frequency Bands are shown on our product’s page if it is applicable to the device, customers have the responsibility to check with their network carriers or providers to make sure that the device they are going to purchase can be operated normally their selected carrier or provider. Any network related issues are not subject to a full refund under our 14 Days Return Policy.
7.5 Inspection of Products
We would like to ensure that all items are delivered to you in perfect quality. From time to time, Ray's Pet Supplywill have random checks and testing when new stock arrives at our warehouse from our suppliers. The purpose for this action is to minimize dead on arrival (DOA) and defective cases. As a result, goods may not be sealed due to random inspection.
8. Customs and Import duty
All items purchased on Ray's Pet Supply come without additional fees upon delivery. The order price shown on the Checkout page is final.
When you are purchasing with Ray's Pet Supply, it means you authorize us to make arrangements for clearance of customs on your behalf for the products in your order.
9. Personal Data
We provide appropriate and reasonable security protection for your personal information and data. We never sell, distribute or lease your Personal Information to any third parties.
10. Governing Law
By visiting and purchasing from the Ray's Pet Supply website, you agree with these Terms and Conditions. All Terms shall be governed and construed in accordance with Hong Kong Law.
Ray's Pet Supply liability in contract, tort or otherwise arising out of the subject matter of the contract shall not exceed the total value of the goods delivered under the terms.
v will be responsible for any losses you suffer as a result of us breaching these conditions, if the losses were reasonably foreseeable to both you and us when you commenced using the website, or a contract for the sale of goods by us to you was formed. We will not be responsible for any business losses (including loss in profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure) or any other indirect or consequential loss that is not reasonably foreseeable to either you or us when you commenced using the website or when a contract for the sale of goods by us to you was formed.
If you breach these conditions and we take no action, we will still be entitled to exercise our rights and remedies in any other situation where you breach these conditions.