Refund and Returns Policy for RuxaExtCity Shop

Effective Date: January 3, 2025

At RuxaExtCity, we are committed to providing you with high-quality products and an exceptional shopping experience. We understand that sometimes purchases may not meet your expectations, and we want to ensure that you are fully satisfied with your order. If for any reason you are not happy with your purchase, our Refund and Returns Policy is designed to help you return or exchange your items with ease.

This policy outlines the terms and conditions for returns, exchanges, and refunds, so please read it carefully. By placing an order with us on ruxaextcity.com, you agree to adhere to the following terms. This policy applies to all products purchased from our website.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

Return Timeframe:

  • Returns must be requested within 30 days of receiving your order. If more than 30 days have passed since the receipt of your order, we regret that we cannot offer a return, exchange, or refund.

Condition of Items:

  • The item(s) must be unused, unworn, unwashed, and in new condition with all original packaging, labels, and tags intact. Any items that show signs of use, wear, or damage will not be accepted for return.
  • Items must be in resalable condition, which means no stains, alterations, smells, or any other damage.
  • Shoes must be returned in their original box, and clothing must be returned in the original packaging.

Non-Returnable Items:

Certain items cannot be returned or exchanged under any circumstances. These include:

  • Final sale items (marked as “Final Sale” or “Clearance”)
  • Personalized items or custom-made products
  • Underwear, intimates, and swimwear (for hygiene reasons)
  • Gift cards
  • Beauty and skincare products (due to hygiene reasons)
  • Sale items that were purchased with a discount exceeding 50% of the original price

We recommend carefully reviewing the product details before making your purchase to avoid any issues with returns.

2. How to Initiate a Return

If you are eligible for a return, please follow the steps outlined below to return your item:

  1. Contact Us:

    • Email our customer service team at info@ruxaextcity.com with your order number, item(s) you wish to return, and the reason for the return. If the item is damaged or defective, please include photos of the issue for faster processing.
    • We will respond within 1-2 business days with a Return Authorization (RA) number and further instructions on how to send back your items.

  2. Return Authorization (RA) Number:

    • Returns will only be accepted with a valid RA number provided by our customer service team. This number helps us track your return and ensures that your refund is processed correctly.
    • The RA number must be written on the return package. Any returns without an RA number will not be processed.

  3. Prepare Your Return Package:

    • Carefully package the items in their original condition. Use a strong box or envelope and include all relevant documentation, including the RA number and your order number.
    • Ensure the product is protected to prevent damage during transit. We recommend using the original packaging whenever possible.

  4. Return Shipping:

    • You are responsible for covering the cost of return shipping unless the return is due to an error on our part (e.g., defective or incorrect items).
    • We recommend using a trackable shipping service for your return to ensure that it reaches us safely. We are not responsible for lost or damaged items during the return process.
    • Return shipping fees are non-refundable, except in cases where we are at fault.

  5. Mailing Address:

    • Once your return has been authorized, our customer service team will provide you with the mailing address to send the return package. Ensure that you have the correct return address to avoid delays.

3. Refund Process

After we receive your returned item(s) and inspect them for damage or signs of use, we will initiate the refund process. Refunds will be issued to the original payment method used during the purchase.

Refund Method:

  • The refund will be processed to the original payment method (credit/debit card, PayPal, etc.).
  • If you paid via credit/debit card, please note that it may take up to 7-10 business days for the funds to appear on your statement, depending on your bank or payment provider.
  • If you paid via PayPal, your refund will be credited to your PayPal account, and it should reflect within 3-5 business days.

Processing Time:

  • Once the return has been inspected and approved, refunds will typically be processed within 5-7 business days.
  • You will receive an email notification once your refund has been issued.
  • Please note that your bank or payment processor may take additional time to post the refund to your account.

Shipping Fees:

  • Shipping costs are non-refundable unless the return is due to a defective or incorrect item. In such cases, we will reimburse you for the return shipping costs via the same payment method used for your purchase.
  • If you received free shipping as part of a promotion, the original shipping cost will be deducted from your refund.

Restocking Fees:

  • We do not charge restocking fees for returns unless the return is due to customer error (e.g., ordering the wrong item). If restocking fees apply, they will be clearly stated in the return instructions provided by customer service.

4. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange an item for a different size, color, or style, please follow the standard return process and place a new order for the desired item. This ensures you get the correct product promptly.

If you are looking to exchange a product due to a defect or error on our part, please contact customer service immediately. We will provide instructions for a hassle-free return and exchange.

5. Damaged or Defective Items

We strive to deliver high-quality products. However, if you receive an item that is damaged, defective, or not what you ordered, we will gladly assist you in resolving the issue.

  • Damaged or Defective Products: If your product arrives damaged or defective, please contact us at info@ruxaextcity.com immediately. Provide us with your order number, photos of the damaged item(s), and a description of the issue. We will arrange for a return or replacement at no additional cost to you.

  • Incorrect Items: If you receive an incorrect item (wrong size, color, or style), please notify us within 7 days of receiving your order. We will arrange to send you the correct item, and the return shipping costs for the incorrect item will be covered by us.

6. Late or Missing Refunds

If you haven’t received your refund after 7-10 business days, please check the following:

  • Bank Processing Time: Depending on your bank or credit card company, it may take additional time for the refund to appear in your account.
  • Contact Us: If you have checked with your bank and still have not received your refund, please contact us at info@ruxaextcity.com. We will investigate and resolve the issue promptly.

7. International Returns

If you are a customer outside of the United States, you may still return items, but please be aware of the following:

  • Return Shipping Costs: International customers are responsible for the cost of return shipping.
  • Customs Fees and Duties: You will be responsible for any customs fees or import taxes associated with the return. We recommend using a return service that ensures the product is delivered back to us.

Please contact customer service for specific return instructions if you are located outside the United States.

8. Gift Returns

If you received a gift from RuxaExtCity, you can return the item under the same terms as outlined in this policy. If you do not have access to the original receipt or order details, please reach out to our customer service team for assistance.

Refunds for gifts will be issued to the original purchaser unless you opt for an exchange or store credit.

9. Customer Service

If you have any questions or need assistance with your return, our customer service team is here to help. Please contact us through the following channels:

By purchasing from RuxaExtCity, you acknowledge that you have read, understood, and agreed to the terms and conditions outlined in this Refund and Returns Policy. Our goal is to ensure your satisfaction, and we are committed to providing excellent customer service.