Refund policy

We have a 7‑day return policy, which means you have 7 days after receiving your item to request a return. To be eligible for a return, your item must be unused, in original condition, with all original packaging and accessories intact.
 
To initiate a return, please contact us at info@ruizenofficial.com. Returned items must be shipped to the following address: Donggang District, Dandong City, Liaoning Province, P.R. China.
 
If your return request is approved, we will send you detailed return shipping instructions. Items returned without prior authorization will not be accepted. For any return‑related inquiries, please email us at info@ruizenofficial.com.
 
Damages & Issues
 
Please inspect your order immediately upon delivery. Contact us right away if your item is defective, damaged, or incorrect so we can resolve the issue promptly.
 
Exceptions / Non‑Returnable Items
 
Items with obvious wear, scratches, water damage or impact damage are non‑returnable.
 
Exchanges
 
The fastest way to receive your desired replacement is to return your original item. Once your return is approved, you may place a new separate order for the replacement product.
 
European Union 14‑Day Cooling‑Off Period
 
Notwithstanding the above policy, for orders shipped to the European Union, you have the statutory right to cancel or return your order within 14 days for any reason, with no justification required. Items must be returned in original, unused condition with tags and original packaging, along with proof of purchase.
 
Refunds
 
Once we receive and inspect your returned item, we will notify you of your refund approval status. If approved, your refund will be automatically processed to your original payment method within 10 business days. Please note banks or credit card issuers may require additional processing time. If you have not received your refund 15 business days after approval, please contact us at info@ruizenofficial.com.
 
Special Notes for Jewelry Items
 
1. Items with signs of use, scratches or wear will not be accepted for return.
2. Minor color variations, natural texture differences, and slight oxidation of handcrafted brass and crystal jewelry are normal natural characteristics and are not eligible for return.
3. For 7‑day free‑reason returns: The buyer is responsible for all return shipping costs.
4. Damage caused by improper use, collision, water exposure is not eligible for return.