1. Order Cancellation and Return Policy
You may legally cancel your order within 14 calendar days of receiving the product, unless it was specially made or
ordered.
To initiate the cancellation, please contact us at [email protected] for authorization and return instructions.

2. Return Conditions
Products must be returned in perfect, unused condition with original packaging to:
112 Ho Quang Canh, Ham Tien, Vietnam
Returns are at the customers own cost and risk. Please pack items securely and include your contact details and order
number.
Use a trackable courier service such as DHL, FedEx, UPS, or E-post. We are not responsible for returns that are lost or
not delivered to us.
Refunds include the item cost only; delivery fees are non-refundable. Returns made after 14 days are at our discretion.
Used, tested, or installed products are not eligible for return.
Please allow 30-90 business days for processing.

3. Responsibility for Equipment Selection and Installation
If this is your first time purchasing a filter from us, or if you lack experience with our systems,
you are required to consult our specialist before ordering.
Proper filter selection depends on technical factors such as:

– Pond volume,
– Water flow rate,
– Fish load,
– Filtration system design.

Improper installation or product misuse is not considered a defect. Raufilter is not responsible for issues caused by
incorrect installation, incompatibility, or lack of consultation.

4. Clarify Return Policy Exceptions:
The following items are non-returnable under our return policy:

Special orders or custom-manufactured products

Items that have been modified, customized, or altered at the customer’s request

Any equipment that has been used, tested, or installed

These exclusions are in place due to the specific nature of such products, which may not be resold or restored to original condition once opened, altered, or utilized.

5. Exchanges and Warranty
Exchanges are only offered for faulty or damaged items.
Warranty: 1 year (excluding wear parts and consumables). Contact us at [email protected] for assistance and
authorization.

6. Refunds
Upon receiving and inspecting the returned item, we will notify you of approval or rejection.
If approved, the refund will be processed to your original payment method within a few days.

7. Late or Missing Refunds
If you havent received your refund, please check with your bank and payment provider. Contact us if further assistance
is needed.

8. Sale Items and Gifts
Sale items are non-refundable.
If the item was marked as a gift, youll receive a gift credit once the item is returned. Otherwise, a refund will be issued to

9. Contact
For any questions, email us at: [email protected]