Refund policy
Important Notes:
- All customized products (including faceplate designs) are non-refundable and non-returnable.
- For hygiene reasons, carrying cases, cables, ear tips, and other accessories are non-returnable.
- For any issues, please email support@ruviest.com. If you do not receive a reply within 3 business days, please contact us through our website.
I. Return Policy
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Standard Returns (Within 30 days)
- Timeframe: Within 30 days of your receipt of the item.
- Requirements: Product must be unused, unopened, in its original sealed packaging. Applies to non-customized products only.
- Shipping Cost: Borne by the customer.
- How to Initiate: Email support@ruviest.com to request a return.
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Returns for Opened/Used Products (Within 7 days)
- Timeframe: Within 7 days of your receipt of the item.
- Requirements: Product has been opened and used but remains in good condition.
- Restocking Fee: We charge a 35% restocking fee based on the product's retail price.
- Refund: 65% of the amount paid for the product will be refunded to your original payment method (e.g., PayPal or credit card).
- Process:
- Email support@ruviest.com.
- We will notify you after receiving and confirming the product is in good condition.
- Refund will be processed within 3-5 business days after notification to your original payment source (bank/payment platform processing times may apply).
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Defective/Wrong/Missing Items
- If you receive an incorrect item, a product with manufacturing defects, or missing/incorrect parts within the package:
- Before Signing: Inspect the package for damage.
- During Unboxing: A complete, clear unboxing video must be recorded, showing all angles and contents. The shipping label on the outer packaging must be clearly visible. Claims without video evidence will be deemed invalid.
- How to Report: Email support@ruviest.com with your order number, a detailed description of the issue, and unboxing video/photos as proof.
- Resolution: Ruviest will assess the issue and provide a replacement, exchange, partial refund, or full refund as applicable. You may be required to return the incorrect item (to be determined by Ruviest). Missing items inside sealed products also require unboxing video proof.
- If you receive an incorrect item, a product with manufacturing defects, or missing/incorrect parts within the package:
General Return Information:
- Return Address: Provided via email after your return request is processed and confirmed.
- Shipback Deadline: Upon receiving our return instructions email, you must ship the item back within 5 business days and notify us again via email with the tracking link. Failure to do so will cancel the return process.
- Refund Processing: Refunds are typically processed to your original payment method within 5 business days after we receive and inspect the returned product. Potential bank/payment platform fees or currency conversion losses are the customer's responsibility.
II. Warranty Policy
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Warranty Coverage Definition
- Ruviest warranty covers any factory manufacturing defects that affect the normal functionality of your purchased product.
- Warranty period starts from the date of purchase.
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Warranty Duration
- Main Products (e.g., Headphones/Earphones): 1-Year Warranty (excludes carrying cases, ear tips, accessories).
- Cables & Adapters: 6-Month Warranty.
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Warranty Claim Process
- Email support@ruviest.com.
- Provide your order number and a clear description of the problem.
- Provide photos and videos to demonstrate the product malfunction.
- Ruviest will assess whether it's a manufacturing defect.
- Resolution: Once confirmed as a manufacturing defect, we will arrange for a replacement, repair, partial refund, or full refund as applicable. Returning the faulty item may be required.
- Defect confirmed within 7 days of receipt: Ruviest covers return shipping costs (requires clear video/photo evidence).
- Malfunction reported after 7 days of receipt:Customer bears the cost to ship back. Ruviest covers shipping costs for sending the repaired/replacement item back (excludes any local duties/import taxes/tariffs). Replacement is shipped after we receive the faulty unit.
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Non-Original Purchaser
- Please inform us and provide the product's order number, your contact information, and shipping address to verify warranty status and eligibility.
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Warranty Exclusions (Including but not limited to):
- Damage due to accident, user negligence, unauthorized disassembly, liquid ingress, mishandling, improper storage, misuse, improper installation, vandalism, or modification.
- Products received as prizes or gifts.
- Products not purchased from the official source https://ruviest.com (e.g., if purchased from AliExpress, a local reseller, etc. - contact the store or distributor directly).
- Natural wear and tear over time, including cosmetic changes (e.g., discoloration).
- Failure to follow the "User Guide", instructions, or additional safety, use, or warning information included with the product.
- Products that have been modified or repaired by anyone not authorized by Ruviest.
- Products used for commercial purposes.
- Products used by unsupervised children under the age of 18.
- Malfunction caused by severe weather conditions or natural disasters.
- Products that have been stolen or lost.
- Deeply Discounted Items/Review Samples (Limited Warranty):
- Products purchased at a deep discount (40% or more off retail) or review samples qualify only for a Limited Warranty.
- If faulty due to a manufacturing defect within the warranty period, the product may be repaired, but the buyer must bear all shipping costs.
- Damage caused by user error/mishandling may require the buyer to pay for repair costs. A quote usually requires inspection after the device is returned.
Warranty Important Notes:
- Warranty processes may vary depending on the specific product and issue.
- Contact support@ruviest.com immediately with any issues. If no email response within 3 business days, contact us via the website. Failure to do so promptly, leading to worsening product condition, may void or limit your one-year warranty.