Return Policy
Quick Tip: If you need to start a return or report a problem with an item, you can do so through My Orders.
What are RAYO Interiors general return policy?
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- We accept returns for most items within 30 days of delivery.
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- The item must be in its original, undamaged condition.
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- If the packaging is too damaged to re-use or you no longer have the packaging, you can use a similar-sized box or one no longer than 108 inches to repackage the item. Please use the same number of boxes that the item was originally delivered in. If the item was delivered unassembled, it should be returned unassembled. If packaging was removed as part of the delivery process, no packaging will be needed.
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- For rug returns, please return your rug in its original condition and packaging, or secure it using similar packaging if the original is unavailable.
Extended Holiday Returns Policy: Every year, we offer extended returns during the Holiday period. All articles purchased between 1 November and 31 December can be returned until 31 January.
How do I return an item?
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- Visit the My Orders section of My Account.
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- Identify and select the return option for the item you wish to return.
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- Complete the online form, including selecting the desired return and refund method.
After setting up the return, you will receive a confirmation email with specific instructions. This will also contain any return labels you need. Please refer to this email if you have any questions. If you do not see the email within 24 hours, please check your spam folder and add rayointeriors.uk@gmail.com to your Whitelist or Safe Sender List. We make every effort to ensure that these emails are delivered.
You may receive a special offer to accept a discount to keep the item instead of going through the hassle of returning it. This is a special offer just for you and the amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up a return.
Will I have to pay for return shipping fees?
There is a return shipping charge, which varies between £4.99 and £9.99 for small parcel carrier services, and from £20.00 to £50.00 for large parcel carrier services. You will be advised of the relevant fee when you set up your return, and it will then be deducted from your refund.
The reason we charge a return shipping fee is to allow us to provide low prices across our site.
When you set up a return, you can either choose for us to collect the item, or you can drop it off at a drop-off location (more information on this can be found below).
If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.
How are return fees calculated?
All return costs are calculated per item, and you will be charged separately for each item returned. Please see the below guide for an idea of return shipping costs. Please Note: These prices are for indicative purposes only and are not to be considered contractual as some exceptions may apply.
When will I receive my refund?
If your item is being returned, we’ll initiate your refund when we receive your item(s) at our Return Center. When a refund has been initiated, it typically takes 3-5 business days, though in some cases it may take up to 2 weeks. For more details regarding refunds please email us.
How do refunds work with shipping fees?
For full cancellations or returns, i.e. you decide to cancel or return the whole order, the shipping fee will be refunded in full.
For partial cancellations or returns, e.g. you decide to cancel or return only one out of three items you ordered, the shipping fee will be refunded proportionally to the value of the item that is cancelled or returned. To see the shipping fees for items you already ordered, please refer to your invoice in the My Orders page.
What is RAYO Interiors mattress return policy?
Every mattress comes with a 100-night trial. If you don’t love your new mattress within the first 100 nights, you can arrange a return for a fee ranging from £20 to £30. This excludes Mattress Toppers, Crib Mattresses, Air Mattresses, and Open Box Mattresses.
If your mattress has not yet been removed from the vacuum packaging, you can return it as normal via My Orders. If the packaging has been opened, please contact us directly, so that we can help and note that the mattress will need to be covered for return.
Can I exchange my item for something else?
We don’t offer direct exchanges.
Should you wish to change your item for something else from RAYO Interiors, you can set up a return, following our general return policy, through “My Orders” and choose Store Credit as your refund method. Once the item has been returned, and the refund processed, you can then place a new order. Note: Some payment methods (e.g. financing payment options) might not be eligible for store credit refunds – if Store Credit does not appear as an option when setting up the return, this is likely due to your original payment method.
Your return ship fee will be automatically deducted from the refund amount.
What do I do if I receive the wrong number of labels after setting up my return?
If you’ve received too many labels, you don’t need to do anything. Just use the label(s) that you need. If you’ve received too few labels for your return, please contact us and we’ll fix this for you.
Who will be collecting my return?
Depending on the size of the item, it will be returned either via a Small Parcel return or a Large Parcel return.
Small Parcel Returns
When you return an item that is classified as Small Parcel, you will have the option of selecting one of two carrier partners: Evri or DHL.
Evri will require you to print a return label. The label will be sent to you via email after submitting a return request. You will then need to securely attach it to the item being returned. For DHL, there is no need to print a label.
Large Parcel Return
When you return an item that is classified as Large Parcel, the item will be collected by AIT Home Delivery Group.
They will bring the return labels to your door and attach them. We ask that you ensure that each individual item is wrapped in its original packaging. If this is not possible, we ask that you obtain plastic material to wrap the item securely to ensure that the collection team accepts.
Can I select a specific day for the return collection?
Depending on the size of the item, there will be different return options available:
Small Parcel Items
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- If Evri is selected as the return collection carrier, you can select the collection date when you book the return.
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- If DHL is selected as the return collection carrier, you will have the choice of the next 3 working days for the collection.
Large Parcel Items
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- You can schedule the collection directly with AIT Home Delivery.
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- AIT Home Delivery (previously Panther) will call you to schedule a collection slot.
Please note – while our couriers will try their best to adhere to the timelines mentioned above, we cannot guarantee a dedicated collection date or time slot.
Can I change my collection address after a return has been created?
Most of our collection carriers allow you to change the address from which your parcel return is being collected. Please contact us to have your collection address changed.
How does drop-off return work?
If it works for you to drop the package off yourself, you can use one of the drop-off locations with our return partners. This is only offered for Small Parcel returns.
For Evri, you can either print the label at home or arrange for a QR code to be sent to your phone, which will allow the drop-off location staff to print the label on your behalf.
DHL UK drop-off returns can only be brought to DHL eCommerce return locations, and not DHL Express Service Points. Please click to check if there is a DHL eCommerce location near to you.
What does it mean if my item is classified as a ‘Heavy Return’?
Items weighing 500 kg or more, e.g. garden sheds, are considered heavy items because they exceed the maximum weight accepted by our normal carriers.
At Wayfair, we offer many products that require a supplier to deliver the item directly to your door instead of using a third-party carrier service. These tend to be seasonal products like garden sheds, tool sheds, summer houses and more. We would ask that you contact us so that we can support you in setting up your return.
Are there any items that cannot be returned?
Yes, the following item categories cannot be returned:
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- Made-to-order items or personalised items
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- Wayfair Gift Cards
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- Damaged lithium batteries or items leaking gas or propane
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- Items marked as ‘Non-Returnable’ (if an item is non-returnable, a message will appear advising of this once the item has been added to your cart)
Can I cancel my return if I change my mind?
Yes, you can request to cancel your return through My Account. However, please note that a return carrier may show up to pick up the item. If the carrier shows up, please advise them that you have cancelled the return.
My item was already sent back before I accepted delivery. What do I do now?
If you refused or cancelled delivery on your order and the carrier agreed to send it back to Wayfair without a standard return being set up, we recommend that you contact us as we will need to review the order and track the parcel.
If an order is returned to us because you refused delivery from a carrier, you will be charged the appropriate return costs, which will be deducted from your refund. This return fee is also applicable if you wish to cancel an item when it is already in transit. Please note that this is not a standard return process – Wayfair does not have visibility on the returned item, and a refund is not guaranteed.
If your mattress arrived folded, please allow 48–72 hours for it to fully expand and take its proper shape. For all mattresses, we kindly suggest you continue sleeping on it for two more weeks. This allows your body the necessary time to adapt; initial discomfort is a common part of the process. If, after 20 days, you’re still not completely comfortable, we’re here to help with a return and to find you a mattress that’s a perfect fit.