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RUERTU is obligated to provide the return service to all customers. The return service is currently available to the country of purchase.
If the item is purchased from the RUERTU official store, the authority to request return or refund is permitted.
If the item is purchased from distributors of RUERTU, may follow the distributor policies. Please contact your distributor for further information.
Return and refund policies may vary according to local laws and regulations.
Order Cancellation
Customers can request a full refund within 48 hours after placing an order on RUERTU official store.
Please note that we will charge a transaction fee if you apply for the refund 48 hours after the order is placed and before delivery has been made (2.6% for credit card users, 3.6% for PayPal users, 3.5% for Affirm users, 3.3% for Klarna users).
Orders cannot be canceled more than 30 days after they are shipped.
Lost / Damaged Products Received
If the product was not delivered or lost, please immediately contact us.
If the product you received was damaged, or if you receive an incorrect or incomplete product, please immediately contact us with proof of videos and/or pictures.
Return
If you are unsatisfied with your purchase, you may return the purchased items complete in their original packing within 30 days of receiving them for an exchange or refund.
If 30 days have passed since your purchase, we cannot offer a refund or exchange.
For quality issues, we will give you a full refund or one-time free replacement within 30 days of receiving the items.
Please collect the package first if your order has been shipped and you want to return it. Then contact our RUERTU Support to obtain instructions to return.
Please note that a double shipping fee may be deducted from the original payment if you reject the shipments.
Return Process
Contact RUERTU Support at cs@ruertu.com to start the return process. Please provide them with proof of purchase, such as an invoice.
You will receive instructions on how to properly pack the products and return them to us. Please make sure all components are included in the package.
Refund
For quality issues, refund is provided following the "30 Days Money-Back Guarantee ".
For Non-quality issues, partial refund may be provided according to the usage time of the device after 30 days of the purchase.
After you have returned the product to our warehouse, we will issue a refund within 14 business days. You will be notified by email when your order is refunded. If you have not received the refund after 14 business days, please contact us via cs@ruertu.com.
After-sale Service Contact
Email: cs@ruertu.com
