Returns and Complaints

Returns for Online Purchases

EU Right of Withdrawal (14-Day Cooling-Off Period)

If you are an EU consumer, you have the right to withdraw from your purchase within 14 calendar days from the date of delivery of the last item in your order, without giving any reason. This right applies to cancellations made before the order is fulfilled, as well as returns of delivered goods.

To exercise your right of withdrawal, please contact us by email at hello@rayofsunshine.eu before the 14-day period expires. We will confirm receipt of your withdrawal request and provide return instructions.

Once we receive the returned item, we will issue a full refund within 14 days, using the same payment method you used for the original purchase, unless you have expressly agreed otherwise.

Return shipping costs are at the customer's expense, unless the product is defective or incorrectly delivered.

Important Exception — Sealed Honey Products

In accordance with EU Directive 2011/83/EU (Article 16(e)), the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery. Because our honey products fall into this category, opened or unsealed jars cannot be returned under the right of withdrawal. Sealed, unopened products may still be returned within the 14-day window.

Defective or Faulty Products

Customers have the right to submit a complaint or request a return within eight (8) calendar days from the date of delivery if the product is defective or has visible faults.

If the claim is justified, Ray Of Sunshine will either issue a refund to the bank account provided by the customer or replace the product within thirty (30) days from the date the returned item is received.

To initiate a return or complaint, customers must contact us by email at hello@rayofsunshine.eu and provide their order details. Returned products must be sent to the following address after receiving return instructions:

Ray Of Sunshine
Dravska ulica 17
48000 Koprivnica
Croatia

Products must be returned in the condition in which they were received and, where possible, in their original packaging, unless the nature of the product requires opening the packaging for inspection.

If it is determined that the damage resulted from improper handling or misuse, Ray Of Sunshine is not obligated to issue a refund or replacement. In such cases, the product will be returned to the customer at their expense, along with a written explanation.

Wrong or Undelivered Products

If a wrong product was delivered, the customer must notify us within eight (8) days. The incorrect item will be returned at the expense of Ray Of Sunshine, and the correct product will be sent or a refund issued within fifteen (15) days from receipt of the returned item.

If a paid product has not been delivered, the customer must notify us within eight (8) days from the expected delivery date. Ray Of Sunshine will investigate the shipment status and inform the customer of the next steps.

Consumer Complaints

In accordance with Croatian consumer protection regulations, customers may submit written complaints regarding products or services:

By email: hello@rayofsunshine.eu

By post:
Ray Of Sunshine
Dravska ulica 17
48000 Koprivnica
Croatia

We will respond to all complaints within 15 days of receipt.

Note: These settings reflect the baseline requirements of the EU right of withdrawal. This page does not constitute legal advice. We recommend confirming your full compliance with independent legal counsel.