You can request a replacement under the following circumstances:
√ If the product does not match the original description of the product in one or more important aspects, it can be replaced within 15 calendar days of receipt of the product.
√ If the product has a performance failure, it can be replaced within 15 calendar days of receipt of the product.
√ If it is found that the product has been damaged during transportation and can provide the certificate of cargo damage provided by the transportation company, it can be replaced within 15 calendar days of receipt of the product.
We do not provide replacement services in the following situations:
× Replacement is requested beyond 15 calendar days of receipt of the product.
× The returned product does not include all original accessories, documentation, packaging, or gifts (if any).
× The labels and serial numbers on the product and packaging are incomplete, or legal proof of purchase receipt or invoice is reasonably believed to have been forged or tampered with.
× Any failure or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.), or improper installation or operation.
× Damage is caused by uncontrollable external factors, including fire, flood, strong winds or lightning strikes, etc.
× The product is damaged due to the fault of the customer.
× A product is found to have no alleged defects after all appropriate tests are conducted by Ruko.
× The product is not delivered to a courier company within 3 calendar days after Ruko approves the replacement request.
× The product is damaged in transit, however, proof of damage during transit issued by the carrier cannot be provided.
× Ruko’s other regulations on replacement.
√ If you would like to request a replacement, please contact our customer service team through our website within 15 calendar days of the receipt of the product.
√ If you would like to request a replacement, please submit a request through the original vendor.
√ Please submit the request on the same account you place the order.
√ If the product is unopened, please provide clear photos of the sealing part of the outer packaging.
√ If the product is opened, please provide clear photos of the front and back of the product and photos of all accessories and documentation.
√ You can proceed to the next step only after Ruko’s preliminary review.
√ Other circumstances specified in the regulation.
If the replacement is due to personal reasons, customers are responsible for the return shipping costs to the designated service center (including cross-border and international shipping costs if applicable).
If the replacement is due to product defects, Ruko covers the two-way replacement shipping.