Ruguen.com Return and Refund Policy

Last Updated: March 2025

This policy contains comprehensive information about the return and refund processes for products purchased on the Ruguen.com platform.

1. RIGHT TO RETURN

1.1 Legal Framework

• European Union Consumer Rights Directive compliant
• Montenegro consumer protection laws
• Distance sales contract regulations
• Withdrawal rights and return guarantees

1.2 Scope of Return Rights

• No-reason return right (14 days)
• Defective product return right (2-year warranty)
• Contract violation situations
• Wrong product delivery

2. RETURN PERIODS

2.1 Standard Return Periods

• Withdrawal Right: 14 days (from delivery date)
• Defective Product: 2 years (from delivery date)
• Warranty Coverage: Manufacturer warranty period
• Special Campaigns: Extended return periods

2.2 Period Calculation Method

• Start date: Product delivery date
• End date: Last return day 23:59
• Including weekends and holidays
• Shipping time is not included in return period

3. RETURNABLE PRODUCTS

3.1 Products Fully Accepted for Return

• Unused electronic devices
• Labeled and packaged clothing products
• Unopened cosmetic products
• Home goods and decoration products
• Sports and outdoor equipment

3.2 Conditional Returns

• Products used for trial purposes
• Products with opened packaging but unused
• Installed but unused devices
• Personal hygiene products (unopened)

4. NON-RETURNABLE PRODUCTS

4.1 Hygiene and Health Reasons

• Opened cosmetic and perfume products
• Used underwear products
• Personal care tools
• Health and medical products

4.2 Custom Production Products

• Personalized designed products
• Name-customized products
• Custom-sized products
• Special color/pattern ordered products

4.3 Technical Reasons

• Digital content and software
• Downloadable products
• Usage codes and licenses
• Subscription services

5. RETURN PROCESS STEP BY STEP

5.1 Creating a Return Request

• Account Login: Log in to your Ruguen.com account
• Find Order: Find the relevant order from "My Orders" section
• Return Request: Click "Request Return" button
• Fill Form: Fill in the required information completely
• Submit: Send your request to the seller

5.2 Request Form Information

• Return reason selection
• Product condition description
• Photo addition (if necessary)
• Additional explanation writing area
• Contact information verification

5.3 Seller Evaluation Process

• Request is automatically forwarded to seller
• Seller evaluates within 48 hours
• Approval/rejection decision is notified to customer
• Justification is provided in case of rejection

6. RETURN SHIPPING PROCESS

6.1 Shipping Responsibility

• No-reason Return: Customer covers
• Defective Product: Seller covers
• Wrong Delivery: Seller covers
• Campaign Coverage: Special conditions

6.2 Shipping Preparation

• Package the product in its original packaging
• Add all accessories
• Include invoice and documents
• Apply shipping label correctly

6.3 Shipping Delivery

• Use the designated shipping company
• Record shipping tracking number
• Keep delivery receipt
• Track through platform

7. REFUND AND PAYMENT

7.1 Return Approval Process

• Seller receives and inspects the product
• Approves if product condition meets return conditions
• Return process is initiated after approval
• Approval notification is sent to customer

7.2 Refund Payment Methods

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

7.3 Refund Amount Calculation

• Full product price refund
• Shipping cost according to policy
• Including discount and campaigns
• Additional fees are refunded

8. EXCHANGE AND PRODUCT REPLACEMENT

8.1 Product Exchange Options

• Different color of the same product
• Different size of the same product
• Different product from similar category
• Upgrade to higher category product

8.2 Exchange Process

• Exchange Request: Request through platform
• Stock Control: New product stock status
• Price Calculation: Additional payment if price difference exists
• Approval: Seller exchange approval
• Shipping: Two-way shipping organization

9. SPECIAL SITUATIONS AND EXCEPTIONS

9.1 Defective Product Returns

• Immediate return acceptance
• All costs covered by seller
• Quick solution process applied
• Compensation and apology attempts

9.2 In Case of Damage

• Immediate solution in case of shipping damage
• Damage assessment report preparation
• Insurance coverage evaluation
• Customer grievance prevention

9.3 Late Delivery

• Return right in case of delivery time exceeded
• Shipping cost is refunded
• Delay compensation evaluation
• Customer satisfaction priority

10. BULK AND CORPORATE RETURNS

10.1 Bulk Return Requests

• Single process for multiple products
• Special evaluation committee
• Providing logistic conveniences
• Quick solution mechanisms

10.2 Corporate Customer Advantages

• Extended return periods
• Special agreement conditions
• Dedicated customer representative
• Priority processing order

11. QUALITY CONTROL AND EVALUATION

11.1 Returned Product Control

• Detailed examination of product condition
• Originality control
• Accessory and document control
• Quality standards evaluation

11.2 Acceptance Criteria

• Original packaging condition
• Usage marks control
• Hygiene standards control
• Commercial value preservation

12. REJECTION AND APPEAL PROCESSES

12.1 Return Rejection Situations

• Requests with expired return period
• Products with detected usage marks
• Missing accessory or document
• Those not meeting return conditions

12.2 Appeal Process

• Right to appeal rejection decision
• High-level evaluation request
• Mediation service
• Final decision mechanism

13. CUSTOMER EXPERIENCE AND SATISFACTION

13.1 Return Experience

• Easy and understandable process
• Quick response and solution
• Customer-focused approach
• Continuous improvement

13.2 Satisfaction Measurement

• Post-return survey
• Customer feedback system
• Net Promoter Score tracking
• Service quality evaluation

14. SPECIAL CAMPAIGNS AND ADVANTAGES

14.1 Return Campaigns

• Extended periods in certain periods
• Free return shipping campaigns
• Quick processing guarantee
• Loyalty program advantages

14.2 Seasonal Special Conditions

• Special conditions for holiday periods
• Year-end campaign conditions
• Flexibility during school opening period
• Special day campaigns

15. TECHNICAL SUPPORT AND ASSISTANCE

15.1 Return Support

• Communication Module: In-platform support
• Email Support: uguraltunbas1@gmail.com
• Phone Support: +90 545 210 99 49
• Live Chat: 24/7 service (coming soon)

15.2 Support Topics

• Return process guidance
• Shipping organization support
• Payment and refund tracking
• Technical problem solutions

16. LEGAL FRAMEWORK AND RIGHTS

16.1 Consumer Legal Rights

• Withdrawal right (14 days)
• Defective product rights (2 years)
• Contract violation rights
• Right to claim compensation

16.2 Dispute Resolution

• In-platform mediation
• Consumer arbitration committees
• Montenegro competent courts
• Alternative solution methods

17. DATA PROTECTION AND PRIVACY

17.1 Protection of Return Data

• GDPR compliant data processing
• Privacy principles protection
• Data security measures
• Third party sharing limitations

17.2 Customer Information Security

• Information protection during return process
• Personal data minimization
• Secure data transmission
• Data retention time limits

18. CONTINUOUS IMPROVEMENT

18.1 Process Optimization

• Customer feedback analysis
• Process improvement studies
• Technology integration
• Automation developments

18.2 Innovation and Development

• New return options
• Digital solution development
• Customer experience improvement
• Following industry best practices

19. ENVIRONMENT AND SUSTAINABILITY

19.1 Environmentally Friendly Returns

• Use of recyclable packaging
• Carbon footprint reduction
• Sustainable logistics options
• Waste reduction programs

19.2 Circular Economy Contribution

• Product re-evaluation
• Refurbishment programs
• Donation and recycling options
• Social responsibility projects

20. POLICY MANAGEMENT AND UPDATES

20.1 Policy Update Process

• Regular review
• Compliance with legal changes
• Integration of customer feedback
• Following industry developments

20.2 Information and Communication

• Update announcements
• Important change notifications
• 30-day advance notice
• Customer information channels

21. CONTACT AND SUPPORT

Final Notes and Contact:

This comprehensive return policy is an indicator of the importance Ruguen.com places on customer satisfaction. All our processes are designed to be transparent, fair, and customer-focused.

For your questions:

• Email: uguraltunbas@ruguen.com
• Phone: +382 67 021 683
• Address: Hercegovačka br. 60, Podgorica, Montenegro
• Platform: 24/7 support via Communication Module

Policy Effective Date: March 2025
Last Updated: March 2025
Validity: This policy is valid until a more current version is published.