Refund policy

Last updated: 21 October 2026

This policy explains how to change your mind about an order and what happens if something is faulty. It covers orders placed on www.rayvox.co.uk from 21 October 2026. Orders placed before then are covered by the policy that applied when you ordered.

It's for you if you're buying as a consumer. Trade and business orders are covered by their own terms. Nothing here takes away your legal rights.

Changing Your Mind

You Have 14 Days

You can cancel your order for any reason. You have 14 days, starting the day after you receive it, to tell us. You can also cancel any time before it arrives.

If your order comes in more than one parcel, the 14 days start the day after the last one arrives.
For a Vocalitea subscription, the 14 days start the day after your first box arrives. After that, you can still skip, pause or cancel future boxes at any time from the Manage Subscription page in your account.

How to Cancel

Email support@rayvox.co.uk within the 14 days with your order number and the items you're returning. You don't have to give a reason.

You can use the cancellation form at the end of this policy if you like, but you don't have to.

Sending Items Back

Send the items back within 14 days of telling us you're cancelling. We'll email you the address to send them to.
You pay the cost of sending them back.
Please send back everything that came in the box, pack it carefully, and keep your proof of postage. We refund you once we have the items back or you've shown us that proof, as below. A tracked service makes it easier to follow the parcel.

Your Refund

We refund the price you paid for the items, to the payment method you used. We don't refund delivery charges, unless something went wrong on our side (see If Something Is Faulty).
We refund you within 14 days of getting the items back, or of you showing us proof that you've sent them, whichever comes first. If you cancel before we dispatch your order, we refund you within 14 days of you telling us.

Used Items

You can handle an item as you would in a shop, to see what it's like and how it works. Most of our products go in your mouth, so one that's been used beyond that can't be sold again. If you send back an item you've used, we'll take its loss in value off your refund, and that can be its full price.

What You Can't Cancel

Engraved items. A Resono engraved with your words is made to your order, so you can't cancel it because you've changed your mind.
A Resono Flex once its sealed packet is open. Each Flex comes sealed, because it goes in your mouth. Unopened Flexes can be returned as above.
Vocalitea once its sealed pack is open. It's food, sealed for hygiene. Unopened packs can be returned as above.
Gift cards that have been used. You can cancel an unused gift card within 14 days of buying it.

Your rights if something is faulty, below, still apply to all of these, and to anything you've used.

If Something Is Faulty

By law, everything we sell must be of satisfactory quality, fit for its purpose and as described. That covers every product, part and accessory, and an engraving that doesn't match the words you gave us. These are your rights under the Consumer Rights Act 2015:

Up to 30 days after delivery: you can reject a faulty item and get a full refund, or ask for a repair or a replacement instead.
Up to 6 months after delivery: you can ask us to repair or replace it. If that isn't possible, the repair or replacement doesn't fix the problem, or we don't do it within a reasonable time or without significant inconvenience to you, you can have a price reduction or a full refund. In these first 6 months we assume the fault was there when it was delivered, unless we can show it wasn't.
After 6 months: you have the same rights, but you may need to show the fault was there when it was delivered, and a refund can be reduced to reflect the use you've had. You can make a claim for up to 6 years after delivery (5 years in Scotland).

Normal wear and tear, accidental damage and damage from not following the instructions aren't faults. For example, our singing straws are voice training tools: don't drink through them, as some drinks can damage them.

How to Tell Us

Email support@rayvox.co.uk with your order number, what's wrong, and a photo or short video if you can. We'll tell you how to send the item back, and we cover the cost of sending a faulty item back. If you're due a refund, we pay it within 14 days of agreeing that you're entitled to it, including the delivery charge you paid.