Refund policy

Last updated: August 31, 2026

We want you to be satisfied with your RUIZUO purchase. This Return and Refund Policy explains the return window, product condition requirements, return method, shipping-cost responsibility, restocking fees, and refund processing time.

1. 30-Day Returns and Exchanges

Eligible standard, non-custom products may be returned or exchanged within 30 calendar days from the date the product is delivered.

A return request must be submitted within this 30-day period. If the return is approved, the product must be shipped within 7 calendar days after we issue the Return Merchandise Authorization (RMA) and return instructions.

2. Return Condition Requirements

To be eligible for a non-quality return, the product must be:

  • Unused, uninstalled, unassembled, and undamaged;
  • Complete and in new, resalable condition;
  • Returned with its original packaging, protective materials, accessories, hardware, manuals, and promotional gifts;
  • Accompanied by valid proof of purchase.

Products delivered unassembled must not have been assembled or installed. We may refuse a return if the product has been used, altered, installed, damaged after delivery, or returned incomplete.

3. Products Not Eligible for Change-of-Mind Returns

The following products cannot be returned or exchanged for buyer’s remorse, an incorrect order, or another non-quality reason:

  • Custom, personalized, or special-size products;
  • Made-to-order products after production or material preparation has started;
  • Clearance, final-sale, or specially discounted products identified as non-returnable before purchase;
  • Products that have been used, assembled, installed, modified, damaged after delivery, or returned incomplete.

These exclusions do not limit your rights if a product arrives damaged, defective, incomplete, or incorrect.

4. Damage, Defects, Missing Parts, or Incorrect Items

Please inspect the product and outer packaging immediately after delivery. If an order arrives damaged, defective, incomplete, or incorrect, contact us within 48 hours of delivery.

Please provide:

  • Your order number;
  • Photos or video of the outer packaging and shipping label;
  • Clear photos or video showing the damage, defect, missing parts, or incorrect item.

After review, we will provide an appropriate solution at no additional cost to you. Depending on the circumstances, this may include replacement parts, repair, replacement, return, exchange, or refund.

If an approved return is required because of damage, a defect, missing parts, or an incorrect item, RUIZUO will cover the reasonable return shipping cost or provide a prepaid label or other return instructions.

5. How to Request an RMA and Return Address

Returns are accepted by mail or approved carrier only. We do not currently accept in-store returns.

Email support@ruizuofurniture.com with your order number, the reason for the request, and supporting photos or video when applicable. We normally respond within 1–2 business days.

If approved, we will issue a Return Merchandise Authorization (RMA) and provide the specific return address and shipping instructions by email.

Do not send a return to the sender address shown on the original package or to our registered business address. The correct return address may vary according to the product, destination, carrier, and return reason. Unauthorized returns or returns sent to an unapproved address may be refused or delayed.

If you arrange approved return shipping yourself, please use a trackable and insured service suitable for the product and email us the tracking number promptly. We are not responsible for customer-arranged returns that are lost or damaged in transit.

6. Exchanges

Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer an alternative product or a refund. Replacement tracking information will be provided when the replacement order ships.

7. Return Shipping and Non-Refundable Costs

Return reason Return shipping responsibility
Damage, defect, missing parts, or incorrect item confirmed by RUIZUO RUIZUO covers the reasonable approved return shipping cost or provides return instructions
Buyer’s remorse, no longer wanted, ordered the wrong item, wrong size selected, or another non-quality reason The customer is responsible for return shipping costs

International Return Shipping

For an approved international return requested for buyer’s remorse, an incorrect order, a wrong size selection, or another non-quality reason, the customer is responsible for all return shipping costs to the return address stated in the RMA instructions. These costs may include carrier charges, freight charges, insurance, export documentation, customs-clearance fees, brokerage fees, duties, taxes, and other third-party charges.

If the return is required because RUIZUO confirms that the product arrived damaged, defective, incomplete, or incorrect, RUIZUO will cover the reasonable approved return shipping cost or provide a prepaid label or other return instructions. Customers must obtain approval before arranging shipment; unapproved or excessive charges may not be reimbursed.

The approved return address may vary by product, destination, carrier, and return reason. It will be provided in the RMA instructions. Do not send a return to China, to the sender address on the original package, or to any other address unless that exact address has been confirmed by RUIZUO in writing.

If we provide a prepaid return label for a non-quality return, the label cost may be deducted from the refund.

Original outbound shipping charges, import duties, taxes, customs-clearance fees, brokerage fees, and other third-party charges are non-refundable for non-quality returns. All accessories and promotional gifts must be returned; otherwise, their reasonable retail value may be deducted from the refund.

8. Restocking Fee

No restocking fee: RUIZUO does not charge a restocking fee for an approved return.

Return-shipping charges, missing accessories, missing promotional gifts, or damage caused after delivery are not restocking fees and may still affect the eligible refund as explained in this policy.

9. Refund Processing

After an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 5–10 business days after receipt and inspection of the return. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

For an approved quality-related return, the eligible refund will not be reduced by reasonable approved return shipping costs.

10. Order Cancellation

An order may be canceled within 24 hours after purchase. Once production has started, materials have been prepared, or the order has entered the shipping process, cancellation may no longer be possible. Please confirm all dimensions, materials, colors, finishes, and specifications before ordering.

11. Natural Wood Characteristics

Natural variations in grain, color, tone, texture, knots, and small natural marks are characteristics of genuine solid wood. These variations make every product unique and are not considered defects.

12. Contact and Business Information

Business Information
Registered company: RUIZUO FURNITURE HONG KONG LIMITED
Registered office: Unit 1405A, 14/F, The Belgian Bank Building, Nos. 721–725 Nathan Road, Kowloon, Hong Kong
Dispatch location: Hefei, Anhui, China

The registered office address above is provided for business-identification purposes and is not a default return address. Always obtain an RMA and the correct return address before shipping a return.