ruukey insists you're a very Happy Customer. We want you to be completely satisfied with your online purchase here. Before shipping out, we'll check every detail of the product for you, make sure that the related accessories are included. Our QC department inspects products you ordered are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line.
But in some cases, a customer may want to return an item. Before returning items to us, please read and follow our sincere instructions below. We'll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.
Returning For Replacement or Refund
When the package arrived, we sincerely encourage you to try it/them on as soon as possible without removing the tags, altering, or washing. If you intends to return or exchange products or accessories, please make sure they are in their original condition as following:
Defective, Damaged or Misshipped Items
Please kindly check the package contents before signing. You can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. If your items were damaged during delivery, we suggest you to take photos or video and get a "Proof of Damage" documentation from the delivery carrier. Quality problem can be defined as obvious quality defects, then no following of customization requirement and size deviation from the posted size criteria.
If you're sure that you get a product which is not tailored by the specification of your order, please take some photos of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to [email protected] and we'll have the designated personnel to take the dispute and offer a reply within 24 hours. We will help you to settle the problem quickly.
We do NOT accept any return or exchange without rational reasons. Returns must be arranged within 5 days. We will offer refund only of products which are defected, or sent by mistake. We couldn't accept returns on following condition:
a. Special Orders - products and other items made or ordered specifically for you according to the style (custom design), custom color (not picture color) and personal size (custom size) you required.
b. Specialty Items – products and other items on Sale or Price Reduced & Non-stock.
c. Wrong Size & Wrong Color & Wrong Style & Unsatisfied Style ordered by yourself - We have no control and accept no responsibility for the size/ color /style you select for your merchandise.
Step One: Get a Return Authorization number
Finish and send a return request to customer service mailbox within 5 days after you received the package. It should include an explanation and photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service. Once Customer Service approves your request, Return Authorization Number will be attached in the confirmation email; Packages without Return Authorization Number will be REFUSED and will not be refunded or exchanged.
Step Two: Inspect merchandise
All returned or exchanged items must:
be unworn / unaltered / unwashed/ odorless
have original tags attached in original positions
be in perfect condition
have no stains, rips, odors or damage of any kind
be returned with all accessories including shawl and straps
Step Three: Ship merchandise to ruukey Warehouse
Please be sure that the item(s) can be sent out within 5 days after you get the Return Authorization Number, or we reserve the right to refuse the return. Put your Return Authorization Number clearly on the outside of the package. Please send item(s) and offer us the tracking number and tracking website within 5 days from the time you get the Return Authorization Number from us, or we will Not accept return and refund after 5 days. Send your package to:
ruukey only accepts prepaid packages. We do not accept C.O.D. If it's a mistake made by us, then you will be reimbursed for the return shipping.
If the products are not in their original condition, we may charge higher processing fee to cover our lose. Your order may not be refundable if the products turn out to be impossible to be resold!
Please use post mail instead of express delivery to return the items to save your shipping cost and avoid tax in our side.
Step Four: Credit or Exchange
Once we received your item, your return will be processed in 3 to 5 business days. After our confirmation of your return, please allow up to two billing cycles(Less than 30 days) for it to be credited to your account. Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.
Free Shipping & Returns
100% Money refund
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