Ruguen.com Return Policy

Last Updated: March 2025

Ruguen.com, as a multi-vendor marketplace, considers customer satisfaction our top priority and implements a fair return policy.

1. GENERAL RETURN PRINCIPLES

1.1 Return Rights Framework

• Full compliance with consumer rights legislation
• Return conditions that may vary from seller to seller
• Fair and transparent return process
• Customer satisfaction-focused approach

1.2 Return Request Conditions

• Product must be in original packaging and labels
• Usage marks and damages are not accepted
• Must be requested within the return period
• Required documents must be submitted completely

2. RETURN PERIODS

2.1 Standard Return Period

• General Products: 14 days (consumer right)
• Electronic Products: 14 days
• Textile Products: 14 days
• Cosmetic Products: 14 days (unopened)

2.2 Special Return Periods

• Extended Return: Some sellers offer 30-day returns
• Winter Season Products: Extended return period
• Gift Products: 60 days from purchase date
• Campaign Products: Special return conditions

2.3 Return Period Calculation

• Return period starts from product delivery date
• Includes weekends and holidays
• Shipping time is not included in return period
• Late return requests may be rejected

3. RETURNABLE PRODUCTS

3.1 Products Accepted for Return

• Clothing and textile products
• Electronic devices (unused)
• Home and garden products
• Sports and outdoor products
• Books and stationery products

3.2 Return Conditions

• In original packaging and labels
• With user manual and accessories
• With invoice and sales document
• In undamaged and clean condition

4. NON-RETURNABLE PRODUCTS

4.1 Non-Returnable for Hygiene Reasons

• Opened cosmetic products
• Underwear products (except unworn ones)
• Personal care products
• Health products

4.2 Special Categories

• Food and beverage products
• Live plants
• Digital content and software
• Personalized manufactured products
• Perishable products

4.3 For Security Reasons

• Weapons and cutting tools like knives
• Chemical substances
• Fire extinguishers
• Explosive materials

5. RETURN PROCESS

5.1 Creating a Return Request

• Account Login: Log in to your Ruguen.com account
• Order Selection: Select the order you want to return
• Return Reason: Specify your return reason
• Product Condition: Describe the product's condition
• Photo: Add product photos if necessary

5.2 Seller Evaluation

• Return request is forwarded to the seller
• Seller evaluates within 48 hours
• Approval or rejection decision is notified to customer
• Justification is provided in case of rejection

5.3 After Return Approval

• Return shipping code is generated
• Shipping cost policy is notified
• Product packaging instructions are given
• Shipping delivery address is shared

6. RETURN SHIPPING PROCESS

6.1 Return Shipping Responsibility

• Defective Product: Covered by seller
• Change Request: Covered by customer
• Wrong Product Shipment: Covered by seller
• Campaign Conditions: Special situations

6.2 Return Shipping Process

• Packaging: Package the product in its original packaging
• Shipping Code: Use the return code provided to you
• Shipping Delivery: Deliver to the specified shipping company
• Tracking: Record the return shipping tracking number

7. REFUND

7.1 Return Approval

• Seller checks the product after receiving it
• Approves if product condition meets return conditions
• Return process is initiated after approval
• Approval notification is sent to customer

7.2 Refund Periods

• Credit Card: 1-5 business days
• Bank Transfer: 3-7 business days
• Digital Wallet: Within 24 hours
• Account Credit: Instantly

7.3 Refund Amount

• Full product price is refunded
• Shipping cost according to return policy
• No commission deduction
• Campaign discounts are refunded

8. EXCHANGE PROCESS

8.1 Product Exchange

• Different color/size exchange of the same product
• Exchange opportunity according to stock status
• Additional payment if there is a price difference
• Free exchange options

8.2 Exchange Process

• Exchange Request: Request through platform
• Stock Control: New product stock status
• Approval: Seller exchange approval
• Shipping: Old product return, new product shipment
• Completion: Exchange process completion

9. SPECIAL SITUATIONS

9.1 Defective Product Return

• Quick return in case of defective product detection
• Shipping cost covered by seller
• Compensation and apology attempts
• Quality control process review

9.2 Wrong Product Shipment

• Sending a different product instead of the ordered product
• Immediate return and correct product shipment
• All costs covered by seller
• Customer satisfaction priorities

9.3 Late Delivery Return

• Orders exceeding delivery time
• Customer can use return right
• Shipping cost is refunded
• Delay compensation is evaluated

10. RETURN REJECTION SITUATIONS

10.1 Valid Rejection Reasons

• Requests with expired return period
• Products with usage marks
• Missing accessories or documents
• Non-returnable product categories

10.2 Process in Case of Rejection

• Rejection reason is clearly notified
• Product is sent back to customer
• Shipping cost covered by customer
• Right to appeal and evaluation

11. BULK RETURN AND CORPORATE

11.1 Bulk Return Requests

• Single process for multiple products
• Special evaluation and approval
• Logistic conveniences
• Corporate customer advantages

11.2 B2B Return Conditions

• Special terms for corporate customers
• Extended return periods
• Special return agreements
• Dealer and distributor conditions

12. POST-RETURN SERVICES

12.1 Customer Satisfaction

• Customer feedback after return
• Service quality evaluation
• Getting improvement suggestions
• Loyalty programs

12.2 Repurchase Incentives

• Special campaigns for customers who returned
• Discount coupons
• Free shipping advantages
• Loyalty points

13. COMPLAINTS AND RESOLUTION

13.1 Return Complaints

• Complaint through Communication Module
• Customer service evaluation
• High-level escalation process
• Quick solution seeking

13.2 Communication Channels

• In-Platform: Communication Module
• Email: uguraltunbas@ruguen.com
• Phone: +382 67 021 683
• Live Support: 24/7 service (coming soon)

14. LEGAL RIGHTS

14.1 Consumer Rights

• 14-day withdrawal right
• Defective goods delivery rights
• Right to withdraw from contract
• Right to claim compensation

14.2 Dispute Resolution

• Priority platform internal resolution
• Application to consumer arbitration committees
• Right to sue in Montenegro courts
• Alternative dispute resolution methods

15. POLICY UPDATES

This return policy is regularly updated in line with legal regulations and customer feedback. Important changes are notified to our customers in advance.