Refund policy

Return & Refund Policy

At Rueelighting, we fully respect your consumer rights and comply with local e-commerce regulations including those of the EU and the United States.

We accept return requests for non-quality-related reasons within 30 days of receipt, provided the product remains unused and in original condition.

1. Customer’s Reasons

Buyer’s reasons include but are not limited to:

  • Change of personal preference, dislike or no longer needed
  • Incorrect order information (e.g., address, model, etc.)
  • Wrong or duplicate orders placed
  • Change of mind
  • Other reasons not related to product quality or seller’s responsibility

Note: For returns not related to product quality or seller’s responsibility (e.g., personal preference, incorrect order details), customers may request a return within 30 days. In such cases, return shipping costs will be borne by the customer.

2. Our(Rueelighting) Reasons

Returns caused by seller or product quality issues include but are not limited to:

  • Defective or damaged products
  • Wrong item sent
  • Missing items
  • Product not as described
  • Manufacturing or packaging errors

Please make sure to record an unboxing video upon receipt of your order. If any quality issues are found during unboxing, contact us within 72 hours with related videos and photos to help us process quickly.

The seller will make a partial refund or a full refund based on the condition of the goods in the photos provided.

3. Return Policy

For returns due to seller’s reasons, customers may request a return within 30 days of receiving the product and enjoy free return shipping.

 
EU Consumers Special Notice:
According to EU consumer protection regulations, consumers within the European Union enjoy a 14-day unconditional return period (cooling-off period) from the date of receiving the product, allowing returns and full refunds without providing any reason.
Please note:
- Returned products must be in good condition with all original packaging and accessories.
- Return shipping fees will be covered by the seller (when not due to buyer’s fault).
- Please note that customized or made-to-order products are generally not eligible for return unless there is a product defect or issue caused by us.
- Return requests made after 14 days will be handled under general return and exchange policies.

Returned items must meet the following conditions:
- Product is in new, unused condition
- Packaging is intact and undamaged
- All original accessories and tags are included

Customized products (such as those with customer-specific requirements or personalized designs) are non-returnable and non-refundable.

4. Refund Policy

  • If the buyer cancels the order before shipment and production has not started, a full refund may be negotiated.
  • Once the order enters the production stage (usually within 2 business days after confirmation), cancellations or refunds may not be fully refundable due to production costs and will be negotiated case by case.
  • For eligible returns, refunds will be processed within 3-7 business days after the seller receives and inspects the returned product and will be issued to the original payment method.
  • If the refund is not received within 10 business days, please contact us via email and we will assist promptly.

5. Return Process

  1. Submit a return request within 30 days via customer service email or order system, including reason for return and product photos if necessary.
  2. We will review the request and provide return address and instructions if approved.
  3. The customer ships the product back as instructed; upon receipt and approval, the refund process begins.
  4. Refunds will be issued within 3-7 business days to the original payment method; exact timing depends on payment provider.

Contact Us

Mail: info@rueelight.com