Refunds & Returns Policy
Effective Date: 25/08/2024
At Ruutos Consulting & Projects, we strive to provide our customers with the highest quality hair care products. We understand that there may be occasions where you need to return a product. This policy outlines the conditions under which returns and refunds will be processed and how to initiate a return.
1. Eligibility for Returns
You may return a product if:
- The product is unused, unopened, and in its original packaging.
- The return is initiated within 7 days of receiving the product.
- The product was damaged or defective upon delivery.
- The product delivered was incorrect or does not match the description provided on our website.
2. Non-Returnable Items
The following items are non-returnable:
- Products that have been opened, used, or tampered with.
- Items not purchased directly from www.ruutos.com.
- Products purchased on sale or as part of a promotion, unless defective or damaged.
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer support team at info@ruutos.com with your order number, a description of the issue, and any relevant photos (if applicable).
- Receive Return Authorization: Our team will review your request and, if eligible, provide you with a Return Authorization (RA) number and instructions on how to return the product.
- Package Your Return: Securely package the product in its original packaging, including all accessories, documentation, and the RA number provided by our team.
- Ship the Return: Send the package to the following address: Ruutos Consulting & Projects – 79 Hill Street, Ferndale 2160, South Africa. We recommend using a trackable shipping service, as we cannot be held responsible for returns lost in transit.
4. Return Shipping Costs
- Defective or Incorrect Products: If the return is due to a defect or an error on our part (e.g., incorrect product shipped), we will cover the cost of return shipping. A prepaid return label will be provided to you.
- Change of Mind: If you are returning a product for any other reason (e.g., change of mind), you will be responsible for the return shipping costs.
5. Refunds Process
Once we receive and inspect your returned product, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed as follows:
- Method: Refunds will be issued to the original payment method used for the purchase.
- Timeframe: Please allow up to 7 business days for the refund to be processed. Depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.
- Partial Refunds: If the returned item is not in its original condition, is damaged, or is missing parts for reasons not due to our error, a partial refund may be issued at our discretion.
6. Exchanges
We only replace products if they are defective or damaged. If you need to exchange a product for the same item, please follow the return process outlined above. Once the returned item is received and inspected, we will process the exchange and ship the replacement product to you.
7. Contact Information
If you have any questions or need assistance with your return or refund, please contact our customer support team:
Email: info@ruutos.com
Address: 79 Hill Street, Ferndale 2160, South Africa