Refund policy

Last Updated: October 15, 2026

At Ruvio, customer satisfaction and product quality are important to us. We aim to provide a transparent and reliable shopping experience.

Please review our return and refund policy carefully before making a purchase.

1. 7-Day Return Policy

We offer a 7-day return window for eligible products, beginning from the date of delivery.

Return requests must be submitted within 7 calendar days of receiving the order.

Returns are subject to eligibility verification and approval by our support team.

To qualify for a return, the product should:

Be eligible under the conditions outlined in this policy.
Include its original accessories, components, and packaging, where reasonably possible.
Not have been damaged through improper handling or misuse after delivery.
Be supported by appropriate proof of purchase and evidence of the reported issue.

2. Return & Refund Eligibility

Refunds are available only for eligible orders following verification.

A return or refund may be approved in the following circumstances:

Damaged Product: The product arrives physically damaged or broken.
Defective Product: The product has a manufacturing defect or does not function as intended.
Incorrect Product: The item delivered is different from the product ordered.
Product Mismatch: The product received significantly differs from its advertised description, specifications, or features.
Missing Essential Components: Important parts or accessories included in the product description are missing.

Other circumstances requiring a remedy under applicable Indian consumer protection laws will also be considered.

Every request is reviewed based on the information and supporting evidence provided.

3. Mandatory Unboxing Video for Damage Verification

To help us verify damage during shipping or fulfilment, customers are required to provide a clear, continuous unboxing video as part of our standard damage-claim verification process.

Unboxing Video Requirements:

Recording should begin before opening the package.
The shipping label and sealed packaging should be clearly visible.
The entire unboxing process should be recorded continuously, without cuts or edits.
Any visible damage, broken components, or missing items should be clearly shown.

Customers should keep the original packaging until their claim has been reviewed.

An unboxing video is important evidence for damage-related refund requests. If a video is unavailable, customers may submit other credible supporting evidence for review. The absence of a video does not remove any statutory consumer rights.

4. Exchange Policy

Exchanges are offered only for eligible product mismatch cases.

An exchange may be approved when:

The customer receives a different product from the one ordered.
The delivered item has the wrong size, colour, or variant compared with the confirmed order.
The product materially differs from the purchased product's description or specifications.

All exchanges are subject to verification and replacement availability.

We do not offer exchanges solely for personal preference, change of mind, or an incorrectly selected variant by the customer.

If an eligible mismatch cannot be resolved through an exchange, an appropriate refund will be provided.

5. Non-Eligible Returns & Refunds

Returns and refunds are generally not accepted for:

Change of mind after purchase.
Personal dislike or dissatisfaction unrelated to a product defect or misdescription.
Incorrect size, colour, or variant selected by the customer.
Damage caused by misuse, accidents, or improper handling after delivery.
Normal wear and tear.
Products modified or damaged by the customer.

These exclusions do not apply where a return, refund, or other remedy is required by applicable law.

6. How to Request a Return or Refund

If you experience an issue with your order, please contact our customer support team within 7 days of delivery.

Email: ruvio.help@gmail.com

Please include:

Your order number.
Your registered name and contact information.
A brief explanation of the issue.
Clear photographs of the product and packaging.
A continuous unboxing video for damage verification, where available.

Our support team will review your request and provide further instructions.

Please do not return any product without contacting us and receiving return instructions.

7. Return Shipping

For approved returns involving damaged, defective, incorrect, or materially misdescribed products, Ruvio will arrange or cover reasonable return shipping costs.

Depending on courier availability and fulfilment arrangements, return pickup or alternative return instructions will be provided.

Customers should not independently ship a return without prior instructions from our support team.

8. Refund Processing

Once a return or refund request has been reviewed and approved, we will initiate the applicable refund.

Prepaid Orders: Refunds will normally be processed through the original payment method.
Cash on Delivery Orders: Eligible refunds may be processed through UPI or bank transfer using details securely provided by the customer.
Processing Time: Approved refunds are generally initiated within 7 business days after completion of the required verification or return inspection.

The time taken for the refunded amount to appear in your account may vary depending on your bank or payment provider.

Refunds will be handled in accordance with applicable consumer protection laws.

9. Order Cancellations

Customers may contact us to request cancellation before an order is dispatched.

If the order has already been dispatched, cancellation may not be possible during transit. Applicable return and refund rights will continue to be honoured.

If an order is cancelled before dispatch and payment has already been collected, the eligible amount will be refunded through an appropriate payment method.

10. Consumer Rights

This policy is intended to provide a fair and transparent resolution process for our customers.

Nothing in this policy limits or excludes any rights or remedies available under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, or other applicable Indian laws.

11. Contact Us

For return requests, refund inquiries, or assistance with an order, please contact us.

Store Name: Ruvio

Website: https://ruvio.in