Refund & Return Policy

RETURN & REFUND POLICY

At Rufmek, we want customers to have clear information about returns, refunds, cancellations, and order-related issues. Please review this policy before completing your purchase. For assistance, contact service@rufmek.com and include your Order Number and the email address used to place the order.

1. Return Eligibility

We accept eligible return requests submitted within 14 days after delivery.

To be eligible, an item must generally be unused and in its original condition; show no signs of use, wear, stains, alteration, or damage after delivery; include original packaging where applicable and any accessories or components supplied; and be accompanied by valid order information.

We may review the condition of returned merchandise before approving a refund. If more than 14 days have passed since delivery, we may be unable to accept a standard return request except where required by applicable law.

2. How to Request a Return

Before sending any product back, contact service@rufmek.com and provide your Order Number, order email, item you wish to return, reason for return, and photos where reasonably necessary.

Our customer service team will review your request and provide return instructions if the return is eligible. Please do not send products back without first contacting us.

3. Change-of-Mind Returns

Eligible unused products may be returned within the 14-day return period, including where you have changed your mind or selected an unsuitable available option.

For returns not caused by a product defect, shipping error, or other issue attributable to us, the customer is responsible for applicable return shipping costs. Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise required by applicable law.

4. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from the product ordered, contact us within 14 days after delivery so we can review the issue.

Please provide your Order Number, order email, a description of the issue, clear photographs showing the product and problem, video evidence where useful, and a photograph of the package or shipping label where relevant. Please retain the item and original packaging while the claim is being reviewed.

5. Resolution for Product Issues

After receiving the required information, our team will review the circumstances. For an approved claim involving a damaged, defective, missing, or incorrect item, we may offer an appropriate resolution depending on the circumstances, such as a replacement, partial refund, or full refund.

We may request additional information where reasonably necessary. Submitting a claim does not automatically guarantee a particular resolution; the appropriate solution depends on the nature of the issue and the information available.

6. Non-Returnable Items

Certain products may not be eligible for return where applicable, including products that have been used, walked on, stained, altered, or damaged after delivery; products returned without required components or accessories; products showing misuse or improper handling; items identified as non-returnable or final sale before purchase; and items that cannot reasonably be accepted for hygiene or safety reasons where applicable.

This section does not limit rights relating to products that arrive damaged, defective, or incorrect, or other rights that cannot lawfully be excluded.

7. Exchanges

We do not currently operate a standard direct exchange service for different styles, colors, or sizes. If you would prefer another available option, contact service@rufmek.com.

Where an ordinary return is eligible, you may return the original item under this Policy and place a new order for the preferred product. For an approved damaged, defective, or incorrect-item claim, a replacement may be offered as part of the resolution.

8. Return Authorization

Do not return merchandise without first contacting our customer service team. If your return is approved, we will provide the applicable return instructions.

Products sent without prior authorization may be difficult to identify and may delay or prevent processing. Our registered business address is not automatically our merchandise return address. Use only the return instructions provided by our customer service team.

9. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return. For an eligible return based on personal preference or change of mind, the customer is responsible for return shipping costs.

For an approved claim involving an incorrect, damaged, or defective product attributable to us, we will cover the return shipping cost and provide the appropriate resolution and return instructions. Any applicable shipping responsibility will be communicated before the return is sent.

10. Refund Processing

After an eligible returned item is received, we will inspect it and review the return. If approved, the refund will generally be issued to the original payment method used for the purchase.

We aim to process approved refunds within 5–10 business days after the returned item has been received and inspected. After we issue a refund, your bank, card issuer, or payment provider may require additional time to post the funds. These additional processing times are controlled by the relevant financial institution and may vary.

11. Original Shipping Charges

Original shipping charges are generally non-refundable for standard change-of-mind returns. Where a refund results from an approved damaged, defective, or incorrect-item claim, applicable shipping charges may also be reviewed as part of the resolution.

Nothing in this section limits rights that may apply under mandatory consumer protection laws.

12. Order Cancellations

To request cancellation, contact service@rufmek.com as soon as possible after placing your order. We will make reasonable efforts to accommodate cancellation requests before the order enters fulfillment.

Cancellation cannot be guaranteed once processing or shipment has begun. Once an order has been dispatched, it generally cannot be cancelled in transit. If eligible, you may request a return after delivery under this Policy.

13. Missing Items

If an item appears to be missing, first check whether your order was divided into multiple shipments, as packages may arrive on different dates. If all expected packages have been delivered and an item is still missing, contact service@rufmek.com with your order number and details of the missing item.

14. Packages Lost in Transit

If tracking indicates that a shipment may have been lost, contact our customer service team. We may review tracking information and, where appropriate, work with the carrier or logistics provider to investigate.

If the shipment is confirmed as lost in transit, we will review the circumstances and provide an appropriate resolution in accordance with our store policies.

15. Package Marked Delivered but Not Received

If tracking shows delivery but you cannot locate the package, check the delivery location and surrounding areas, ask household members or neighbors where appropriate, review any delivery notice or proof of delivery, and contact the local carrier using your tracking number.

If you still cannot locate the shipment, contact service@rufmek.com with your order information. We will review available delivery information and provide reasonable assistance where possible.

16. Refunds to the Original Payment Method

Approved refunds will normally be issued to the payment method originally used for the purchase. If that payment method is no longer available or another issue prevents the refund from being completed normally, contact customer service so we can review the situation.

We will not normally issue a refund to an unrelated third-party payment account.

17. Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or replace consumer rights that cannot lawfully be waived or limited under applicable law. Where mandatory consumer protection laws provide additional rights or remedies, those requirements apply.

18. Contact Us About a Return or Refund

For questions about returns, refunds, cancellations, damaged products, incorrect items, or other order-related issues, contact us using the details below.

Customer Service Email: service@rufmek.com

Phone / SMS: +1 8542028711

Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (MT)

We aim to respond to customer service emails within 24–48 hours on business days.

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