Refund policy
At RUQELVI, we want you to be satisfied with your purchase. If you are not satisfied with an item purchased directly from our website, you may request a return within 30 days of receiving your order.
Eligible returns are free of charge. Original shipping charges, if any, are non-refundable unless otherwise required by applicable law.
Return Eligibility
You may request a return within 30 days of receiving your order.
Returned products should be in their original condition and include any parts and accessories supplied with the item, where applicable.
This policy applies to products purchased directly from https://www.ruqelvi.com/.
For products purchased through another retailer, please contact that retailer regarding its return procedures, without affecting any rights available under applicable law.
If you receive a damaged, defective, or incorrect item, please refer to the section below for assistance.
Return Process
To request a return, please contact our customer support team at support@ruqelvi.com within 30 days of receiving your order.
Please provide the following information in your email.
Order Number: The order number associated with your purchase.
Item Details: The name of the product or products you wish to return.
Return Request: A brief explanation of your return request.
Our customer support team will review your request and provide instructions for the next steps, including a return shipping label for eligible returns.
Please do not send products back before receiving return instructions from our team.
Once your return has been authorized, follow the instructions provided and include your order number so that we can identify the returned package.
Return Shipping
We provide free return shipping for eligible returns requested within 30 days of delivery.
Our customer support team will provide the applicable return shipping label and return instructions.
Please do not send returned products directly to our business office unless our team has specifically confirmed that it is the correct return destination.
Original shipping charges paid at checkout, if any, are generally non-refundable unless otherwise required by applicable law.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If an item arrives damaged, defective, or incorrect, please contact us at support@ruqelvi.com within 14 days of receiving your order.
Email Subject: DAMAGED
Order Information: Include your order number and the name of the affected product.
Supporting Information: Provide a description of the issue and photographs showing the damage or defect, where reasonably necessary.
After reviewing your request, we will advise you of the appropriate resolution, which may include a replacement or refund.
Reporting an issue after 14 days does not automatically remove any rights or remedies available under applicable law.
Refunds
Once we receive and inspect an eligible returned item, we will notify you of the refund status.
If your return is approved, we will issue the refund to the original payment method used for the purchase.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment service provider.
Refunds will be processed within the timeframes required by applicable law.
Original shipping charges, if any, are generally non-refundable unless otherwise required by applicable law.
Missing Items
If you have not received your complete order, please contact us at support@ruqelvi.com.
Email Subject: MISSING ITEM
Order Information: Include your order number and details of the missing product.
Our customer support team will review the situation and assist you with the next steps.
Please note that some orders may be delivered in separate shipments, as described in our Shipping & Delivery Policy.
Exchanges
If you would like to request an exchange, please contact support@ruqelvi.com within 30 days of receiving your order.
Please include your order number, the item you wish to exchange, and a brief description of your request.
We will review your request and advise you of the available options. Exchanges may depend on product availability.
For products received damaged, defective, or incorrect, we will provide an appropriate resolution consistent with this policy and applicable law.
Contact Us
If you have questions about returns, refunds, exchanges, damaged products, or missing items, please contact our customer support team.
Store Name: RUQELVI
Legal Business Name: Wuhan Hongyong Network Technology Co., Ltd.
Email: support@ruqelvi.com
Phone: +86 139 8523 6512
Business Address:
Room 03, 10th Floor, Building B, Yangtze Communication IoT and Smart Application Industrial Park, No. 60 Chuangye Street, East Lake High-tech Development Zone, Wuhan, Hubei Province, China.
Website: https://www.ruqelvi.com/