Cancellation and Return Policy

Effective Date: [23/10/2020]

Thank you for shopping with www.rugo.store. We want you to have a satisfactory shopping experience, and we understand that sometimes cancellations and returns are necessary. Please review the following policy regarding cancellations and returns:

  • Cancellation Policy:

1.1 Order Cancellation: 1.1.1 If you wish to cancel an order, please contact our customer service team as soon as possible. We will make every effort to accommodate your request, provided that the order has not been shipped or processed. 1.1.2 Once an order has been shipped or processed, it cannot be cancelled. In such cases, you may refer to our return policy for further assistance.

  • Return Policy:

2.1 Eligibility: 2.1.1 We accept returns within [21] days and immediate notification of three days from the date of delivery, We can extend the return window during certain times of the year like holidays to [28]. 2.1.2 To be eligible for a return, the item(s) must be unused, in its original packaging, and in the same condition as when you received it. 2.1.3 Some items may be exempt from being returned due to hygiene or safety reasons, such as perishable goods, personalized items, or downloadable software.

2.2 Return Process: 2.2.1 To initiate a return, please contact our customer service team and provide your order details and reason for return. We will guide you through the return process. 2.2.2 You will be responsible for the shipping costs associated with the return unless the return is due to our error or a defective product. 2.2.3 We recommend using a trackable shipping method to ensure the safe delivery of the returned item(s). 2.2.4 Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria mentioned in section 2.1. 2.2.5 If the return is approved, we will initiate the refund process. The refund will be issued to the original payment method used for the purchase.

2.3 Refund: 2.3.1 Refunds will be processed within 3 business days from the date we receive the returned item and the approved date(s). 2.3.2 The refund amount will exclude any shipping charges unless the return is due to our error or a defective product. 2.3.3 Depending on your bank or payment provider, it may take additional time for the refund to be reflected in your account.

  • Exchange: 3.1 We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process mentioned in section 2.2 and place a new order for the desired item.
  • Damaged or Defective Items: 4.1 If you receive a damaged or defective item, please contact our customer service team immediately with relevant details and photographic evidence. We will arrange for a replacement or refund as appropriate.
  • Exceptions: 5.1 The following items are not eligible for return or refund: – [Some items may be exempt from being returned due to hygiene or safety reasons, such as perishable goods, personalized items, or downloadable software. digital items or products]
  • Gift cards or vouchers
  • Downloadable software or digital content
  • Custom-made or personalized products
  • Changes to the Policy: We reserve the right to modify or update this Cancellation and Return Policy at any time. Any changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically.
  • Modifications to the Policy: 6.1 We reserve the right to modify or update this cancellation and return policy at any time without prior notice. Any changes will be effective immediately upon posting the revised policy on our website.

If you have any further questions or need assistance, please don’t hesitate to contact our customer service team. Thank you for your understanding and cooperation.