Refund policy

 

RUIX Healthcare Essentials

Return, Refund & Exchange Policy

 

At RUIX Healthcare Essentials, we are committed to providing premium medical scrubs, lab coats and healthcare apparel designed for comfort, functionality and professional performance.

This policy explains the conditions for returns, refunds, exchanges, cancellations and resolution of product-related issues for orders placed through https://wearruix.com.

Please read this policy carefully before placing your order.

1. Return and Exchange Window

For eligible standard products, customers must submit an ordinary return or exchange request within 2 calendar days from the date of delivery.

A request must be submitted within this period, and the product must satisfy all applicable eligibility requirements.

The request window for ordinary returns and exchanges does not limit any rights or remedies available under applicable law for defective, damaged, incorrect or materially misdescribed products.

2. Minimum Purchase Value

Ordinary discretionary returns and exchanges are available only for eligible individual products with a purchase value of at least ₹1,500 per scrub set or lab coat, excluding shipping charges and Cash on Delivery (COD) fees.

The threshold is calculated using the actual amount paid for the eligible product after applicable discounts.

Products below this threshold are not eligible for ordinary change-of-mind returns or exchanges, subject to any rights or remedies required under applicable law.

The minimum-value restriction does not apply where it would unlawfully restrict a customer's rights concerning defective, damaged, incorrect or materially misdescribed products.

3. Return and Exchange Charges

RUIX does not offer free discretionary returns or exchanges for change-of-mind, size or fit preferences.

Ordinary return or exchange fee

A fee of ₹400-450 per eligible scrub set or lab coat applies to each discretionary return or exchange request [ price vary as per serviceability in that area pincode]

The applicable fee will be communicated before the customer confirms the request. It may cover the disclosed reverse-pickup or return-shipping cost and associated handling expenses.

Where the actual shipping cost differs from this fee, RUIX will follow the charge disclosed to the customer before confirmation. No undisclosed fee will be imposed.

Multiple items

The ₹400-450 fee applies separately to each eligible scrub set or lab coat included in the request.

For example, returning two eligible scrub sets under one approved request will attract a total discretionary return fee of ₹800-900.

Defective or incorrect products

No discretionary return or exchange fee will be charged for a verified manufacturing defect, incorrect product, fulfilment error or other issue attributable to RUIX where the customer is entitled to a remedy.

The ordinary fee structure does not override mandatory legal obligations.

4. Eligibility Conditions

For an ordinary return or exchange, the product must:

  • Be unused, unworn, unwashed and unaltered.

  • Have all original tags, labels and components intact.

  • Be returned in its original packaging, where provided.

  • Be free from stains, odours, deodorant marks, makeup, pet hair and other signs of use.

  • Match the item approved in the return or exchange request.

  • Meet the minimum eligible product value of ₹1,500.

  • Be covered by a request submitted within the 2-day window.

The original order confirmation or invoice must be provided.

All returned products are subject to quality inspection before an ordinary return or exchange is approved.

5. Products Not Eligible for Ordinary Returns or Exchanges

The following are not eligible for ordinary change-of-mind returns or exchanges:

Customised and personalised products

Products featuring personalised embroidery, names, initials, logos, custom measurements or other customer-requested alterations are not eligible for ordinary returns or size exchanges.

If RUIX supplies an incorrectly customised product or a product with a verified defect, the issue will be assessed under the defective or incorrect-product procedure below.

Used, washed or altered products

Products showing evidence of use, washing, alteration, customer-caused damage or failure to meet the stated condition requirements are not eligible for ordinary returns or exchanges.

Products outside the return window

Ordinary requests submitted after the 2-calendar-day window are not eligible unless an exception is approved by RUIX or a different remedy is required under applicable law.

These exclusions do not remove any mandatory rights relating to defective, damaged, incorrect or materially misdescribed products.

6. Site-Wide Sale and Promotional Orders

Products purchased during a site-wide sale are eligible for ordinary size or fit exchanges only, subject to the applicable eligibility requirements, availability and ₹400-450 fee per eligible scrub set or lab coat.

Ordinary change-of-mind refunds are not available for site-wide sale purchases, except where a refund or other remedy is required by applicable law.

Purchases made using an individual discount code or promotional offer will follow the normal return and exchange rules unless the specific offer clearly states otherwise.

Promotional gifts, bundles and free items may be subject to the terms disclosed at the time of purchase.

Sale pricing does not exclude a customer's rights or remedies concerning defective, damaged, incorrect or materially misdescribed products.

7. Damaged, Defective or Incorrect Products

RUIX takes product quality and order accuracy seriously.

If you receive a damaged, defective or incorrect product, or a product materially different from what you ordered, please contact us as soon as reasonably possible, preferably within 48 hours of delivery.

Please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs or a video showing the issue.

  • Photographs of the packaging and shipping label, where relevant.

Our team may request additional information to verify the issue.

Following verification, RUIX will provide an appropriate resolution based on the circumstances and applicable law. This may include a replacement, exchange, repair where appropriate, refund or another legally required remedy.

For verified issues attributable to RUIX, the customer will not be charged the ordinary ₹400-450 discretionary return or exchange fee. Reasonable return-shipping arrangements will be provided as required under applicable law.

The 48-hour period is a request for prompt reporting and evidence collection. It does not extinguish statutory rights or remedies that may apply after that period.

8. How to Request a Return or Exchange

Please follow the steps below.

Step 1: Contact customer support

Contact RUIX at:

  • Email: [www.wearruix@gmail.com]

  • WhatsApp: [ 70285 70863]

Step 2: Provide order details

Include your order number, registered phone number, product name, size and reason for the request.

For defective or incorrect products, include supporting photographs or videos.

Step 3: Eligibility review

Our team will review the request and communicate the applicable eligibility decision, fee, shipping arrangement and next steps.

Step 4: Return authorisation

Wait for confirmation and return instructions before dispatching the product.

Step 5: Pack and send the product

Pack the product securely with the original tags and packaging. Use the authorised pickup or approved self-shipping method.

Step 6: Quality inspection

Once the product reaches the designated facility, it will be inspected to verify its condition and eligibility.

Step 7: Final resolution

After approval, RUIX will process the eligible exchange or refund in accordance with this policy and applicable law.

9. Quality Inspection and Rejected Requests

Returned products are subject to inspection.

An ordinary return or exchange may be rejected if the product:

  • Has been worn, washed or used.

  • Contains stains, odours, makeup, deodorant marks or pet hair.

  • Has been altered or damaged after delivery.

  • Has missing tags, components or required packaging.

  • Does not match the item approved for return.

  • Fails another clearly disclosed eligibility condition.

If an ordinary return or exchange is rejected, RUIX will communicate the reason and, where reasonably practicable, provide supporting photographs or other evidence.

Customers may request a review of a disputed inspection decision.

Where an item is ineligible for an ordinary return, RUIX may offer to send it back at a shipping charge disclosed in advance. Customers will be given reasonable notice and an opportunity to respond before any further action is taken.

No item will be disposed of, and no unresolved fee will be treated as a waiver of the customer's rights, in a manner that violates applicable law.

10. Refund Policy

Refunds may be provided for eligible ordinary returns or where a refund is the appropriate remedy for a defective, damaged, incorrect or materially misdescribed product.

Refund approval

For ordinary returns, a refund will be initiated after the product is received, inspected and approved.

Where a refund is required by applicable law, RUIX will follow the applicable legal requirements.

Refund processing timeline

For an approved ordinary return, RUIX aims to initiate the refund within 5 working days after receipt and successful inspection of the product.

After initiation, payment providers and banks may require an additional 5–7 working days to credit the amount.

These are estimated processing periods. The actual credit date may vary depending on the payment provider or bank.

Prepaid orders

Approved refunds will generally be issued to the original payment method wherever supported by the payment provider.

Cash on Delivery (COD) orders

For an approved COD refund, the customer may be asked to provide accurate bank-account details for a bank transfer.

Bank details will be used only for processing the refund. Customers must never disclose their UPI PIN, OTP, card PIN or banking password to receive a refund.

Refund amount and deductions

For ordinary discretionary returns, the applicable ₹400 fee per eligible scrub set or lab coat will be communicated before the request is confirmed and deducted from the refund where appropriate.

Any other deduction must be lawful, disclosed and applicable to the transaction.

Shipping charges, COD fees, discounts, promotional benefits and bundle adjustments will be handled according to the terms disclosed at checkout and applicable law.

No deduction will be applied where prohibited by law or where RUIX is legally required to provide a refund without that deduction.

11. Exchange Policy

Eligible standard scrub sets and lab coats may be exchanged for another available size, subject to stock availability and the applicable conditions.

  • The request must be submitted within 2 calendar days of delivery.

  • The product must satisfy the condition requirements.

  • The minimum eligible product value is ₹1,500.

  • A discretionary exchange fee of ₹400-450 per eligible scrub set or lab coat applies.

  • Site-wide sale purchases may be exchanged for size or fit only.

  • Customised or personalised products are excluded from ordinary exchanges.

  • Exchanges for verified defective or incorrect products attributable to RUIX are handled without the discretionary exchange fee, subject to applicable law.

The replacement will ordinarily be dispatched after the original product is received and approved.

If the requested size is unavailable, RUIX will communicate the available options. Where an exchange cannot be fulfilled and a refund or alternative remedy is required under applicable law, RUIX will provide the appropriate resolution.

12. Order Cancellation

Orders may be cancelled before dispatch by contacting customer support.

Once an order has been dispatched, cancellation may no longer be possible. Customers should contact RUIX promptly to check available options.

For customised or personalised orders, cancellation may not be possible after production or customisation has begun, subject to applicable law.

If a cancellation is approved for a prepaid order, the eligible refund will be initiated through the original payment method or another permitted method.

13. Failed Deliveries and Refused Shipments

If a delivery fails because of an incorrect address, an unavailable recipient, repeated unsuccessful delivery attempts or refusal to accept a parcel, RUIX may contact the customer to coordinate redelivery or return-to-origin arrangements.

Any applicable redelivery or shipping charges will be disclosed before they are incurred wherever practicable.

Refunds for returned-to-origin shipments will be assessed based on the circumstances, the shipping terms disclosed at checkout and applicable law.

No deduction will be made where prohibited by law.

14. Self-Shipping and Return Transit

If reverse pickup is unavailable, RUIX may authorise the customer to send the product using a reliable courier service with tracking.

Customers should:

  • Pack the product securely.

  • Retain the shipping receipt.

  • Share the tracking number with RUIX.

  • Follow the approved shipping instructions.

For ordinary discretionary returns and exchanges, the customer is responsible for the disclosed return-shipping charge or the applicable ₹400-450 fee, as confirmed before the request is accepted.

For verified defective or incorrect products attributable to RUIX, reasonable return-shipping arrangements will be provided as required under applicable law.

If a return shipment is delayed, lost or damaged, please notify RUIX promptly so that the matter can be investigated.

15. Replacement Availability and Delays

All exchanges are subject to stock availability.

If a replacement is unavailable, RUIX will discuss available alternatives with the customer. Where an alternative is accepted, any price difference will be communicated before confirmation.

If the exchange cannot be completed, RUIX will provide an appropriate resolution where required by applicable law.

Customers will be informed of material delays and any revised expected timelines.

16. Customer Support and Grievance Redressal

For queries or complaints concerning returns, exchanges, refunds or order fulfilment, please contact:

Brand: RUIX Healthcare Essentials
Website: https://wearruix.com
Support Email: [Insert Official Support Email]
WhatsApp: [70285 70863- Business Hours: Monday – Saturday | 11:00 AM – 5:00 PM IST]

Please include your order number and relevant supporting information in your communication.

RUIX aims to acknowledge customer complaints within 48 hours and resolve them within a reasonable period, subject to the nature of the issue and applicable legal requirements.

17. Policy Updates

RUIX may update this policy to reflect changes in products, operational procedures or legal requirements.

The policy published on the website will contain the current terms. Changes will not override rights or obligations that apply to an existing order under applicable law.

18. Legal Rights and Governing Requirements

This policy explains RUIX's ordinary commercial return and exchange procedures. It does not exclude, restrict or waive consumer rights or remedies that cannot lawfully be excluded under applicable Indian law.

If any provision conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

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