From the date of delivery
Credited to original payment method
All returns processed in the UK
1. Return Eligibility Window
You have 30 calendar days from the date your package was delivered to request a return. To be eligible for a return, the product must be in good working condition with all original cables, accessories, and user manual included.
2. Return Shipping Costs (Who Pays)
• Change of mind: If you decide to return a product for personal reasons within the 30-day window, the customer covers the return postage using a tracked courier service of their choice.
• Damaged, defective, or incorrect items: If your device arrives defective, damaged during transit, or if you received an incorrect item, Ruvia will provide a prepaid Royal Mail return shipping label at no cost to you.
3. How to Start a Return (Step-by-Step)
- Contact Customer Support: Send an email to Contact@Ruvia.shop with your order number and reason for return.
- Receive Return Authorisation: Our team will review your request and provide the return authorisation and return shipping instructions within 24 business hours.
- Package Your Item: Place the device securely in its original box along with all cables, chargers, and documentation.
- Post Your Package: Drop off your package at any Royal Mail Post Office or courier drop point and retain the tracking receipt.
4. Refund Processing Timeframe
Once your returned package arrives at our UK facility and is inspected, we will notify you by email. Approved refunds are processed within 3 to 5 working days and credited directly to your original payment method (Debit/Credit Card or PayPal). Please allow standard banking clearance times (usually 1-3 business days) for funds to appear on your bank statement.
Official UK Return Address:
Ruvia — Returns Department
10 Norwich Street
Cambridge CB2 1NE
United Kingdom
Please note: Always contact our support team at Contact@Ruvia.shop before sending a return so we can track and process your parcel immediately.