Returns Policy
1. Returns and Refunds
1.1 We want you to be completely satisfied with your purchase. If you are not completely satisfied, we offer a hassle-free return policy.
1.2 You may return eligible products within 30 days from the date of delivery for a refund or exchange at your discretion.
2. Eligibility for Returns or Exchanges
2.1 To be eligible for a return, the product and its packaging must be in new and unused condition with all parts, accessories, and user guides and documents intact. The return must be packaged in its original box inside a shipping box. Products must be free of any scratches and/or defects.
2.2 Products that are not eligible for return or exchange are:
- Refurbished sinks
- Installed or used products
- Orders outside of the 30 day return period
2.3 No returns or exchanges will be accepted on installed products. If an installed product is defective, it will be covered by the warranty. See our Warranty Terms and Conditions for details. https://www.ruvati.com/warranty/
2.4 Parts and accessories are covered by a one year warranty.
3. Restocking Fee and Shipping Costs
3.1 There will be a 25% restocking fee on all returns. The restocking fee will increase if there are any parts or accessories missing from the return, any signs of use, damages that were not disclosed at the time of the return request, or damage caused in transit due to improper packaging. The restocking fee can increase or the return can be refused.
3.2 Shipping costs are the responsibility of the customer unless the product is returned due to an error on our part.The refund amount will be adjusted to reflect the shipping charges (to the customer and back).
3.3 Restocking fees and shipping charges will be fully waived for exchanges on defective items.
3.4 Customers in Alaska, Hawaii, US Territories, or countries outside of the US will be responsible for shipping costs.
3.5 If the return is lost during transit it is the responsibility of the shipping account holder to file a lost package claim with the shipping company.
4. Return or Exchange Process
4.1 To initiate a return or exchange please first contact our customer service department with your proof of purchase and photos of the damage or defect at [email protected]. If a return label is provided by Ruvati, the product must be returned to Ruvati within 14 days from the date the return label is issued.
4.2 Upon receiving the returned product and verifying its condition, Ruvati will process your refund or exchange as per your preference. Refunds will be issued to the original payment method within 3-5 business days.
5. Cancellation of Orders
5.1 Once you place an order, it goes directly into processing and cannot be canceled. If you would like to cancel an order that is in processing, it will be treated as a return and the return policy applies.
5.2 Orders that are on backorder can be canceled before they are shipped.
5.3 Orders that are returned to our warehouse due to the customer not being available for delivery or due to the customer refusal to accept delivery will also be treated as a return and the return policy and charges apply.
6. Contact information
If you have any questions or concerns regarding our return policy, please contact us at:
Email: [email protected]
Phone: 1-855-478-8284
7. Amendments to the Return Policy
7.1 We reserve the right to amend this return policy at our discretion. Any changes will be communicated on our website.
7.2 By making your purchase with Ruvati, you agree to accept the terms of this return policy.
Frequently Asked Questions
At Ruvati, we make every effort to provide you with 100% satisfaction on your purchase and wish to see you shop with us again in the future. In the event that you are not fully satisfied with a purchase, we maintain an uncomplicated return policy for you. This FAQ will answer any questions you may have regarding returns.
Within how many days can I return a product?
If you are not fully satisfied with your purchase, you must request a Return Merchandise Authorization (RMA) within 30 days of receipt of your order, by emailing [email protected], or calling us at 1-855-4-RUVATI. This excludes defective or incomplete merchandise. For defective or incomplete merchandise, see section 2 above.
What are the return conditions?
Products must be returned in the original packaging and in the original condition, including all parts, accessories, packaging and user guides. The actual packaging of the product must be in new condition. Please do not write anything or put any tape on the actual box of the product. Pack the product with its box inside a shipping box. Products must be free of any scratches and/or defects. No exchanges or returns accepted on installed products. If an installed product is defective, it will be covered by the warranty. See our Warranty Terms and Conditions for details.
Damaged, defective, or incomplete order?
If the product you received is damaged, defective, or incomplete, and has not been installed yet, we will setup an exchange for you or ship you the missing items at no cost. You must notify us of damaged, defective, or incomplete orders within 30 days of receiving your shipment. Restocking fee and shipping charges will be fully waived for exchanges on defective items. If you decide to not get an exchange, but just return for a refund, you will be responsible for shipping charges and restocking fee just like any other return. If the product has already been installed and is defective, it will be covered by our warranty. Visit our warranty page for our warranty process.
Will shipping costs be refunded as well?
For returns or exchanges that are not a result of our error, the customer will be responsible for all shipping charges (to the customer and back). For Free Shipping orders, the actual shipping costs will be included in the deduction. For returns/exchanges of damaged, defective, or incomplete orders, see section 2 above.
Is there a restocking fee?
There is 25% Restocking Fee. [Note: Restocking fee only applies if the return/exchange is by your choice. For damaged, defective, or incomplete orders, see section 2 above]. All Returns are subject to a 25% restocking fee. If the return/exchange is due to damaged, defective, or incomplete orders, see section 2 above.
What is the cancellation policy?
Once you place an order, it goes into processing and cannot be canceled. If you would like to cancel an order that is processing, it will be treated as a return and standard RMA and return policy applies. The only exception is backorders. Orders that are on backorder can be canceled until they are shipped. Orders that are returned to our warehouse due to the customer not being available for delivery or due to the customer refusal to accept delivery will also be treated as a return and standard return policy and charges apply.