Refund policy

Last Updated: October 27, 2026

At RUEUDS™, we want you to feel confident when choosing lighting and decorative pieces for your home. This Return & Refund Policy explains how to request a return, report an order issue, arrange an exchange, understand who is responsible for return shipping costs, and learn how approved refunds are handled.

Please review the following terms before submitting a return request. All returns must follow the applicable authorization and shipping procedures described in this policy, subject to mandatory consumer protection laws.

1. Return Eligibility

Eligible purchases may be returned within 30 calendar days of delivery, subject to the conditions outlined below and any rights provided by applicable law.

To help us process your request, please ensure that:

  • The product is unused and remains in its original condition, except for reasonable inspection.

  • Original packaging, accessories, and product components are retained where reasonably possible.

  • You can provide an order confirmation, receipt, or other valid proof of purchase.

  • The item can be identified and matched to the original order.

  • The item has not been damaged through improper handling, unauthorized modification, or use inconsistent with the supplied instructions after delivery.

For lighting products, please avoid unnecessary installation, modification, or disposal of packaging before checking the product and confirming that it meets your needs.

If an item does not meet the applicable conditions for a voluntary change-of-mind return, we will review the circumstances and explain whether the request can be accepted.

Products that arrive defective, damaged, incorrectly supplied, or otherwise non-conforming will be assessed separately under the applicable consumer protection requirements.

Nothing in this policy limits any statutory consumer rights that cannot legally be excluded.

2. How to Request a Return

Please contact RUEUDS™ and obtain return authorization before shipping any product back, except where applicable law provides otherwise.

Customer Support Email: service@rueuds.com

Please include the following details in your message:

  1. Your order number.

  2. The email address used at checkout.

  3. The name of the product you wish to return.

  4. The reason for your request.

  5. Clear photographs if the item is damaged, defective, incomplete, or different from what you ordered.

Our team will review your request and confirm whether the return can be accepted. If approved, we will provide the applicable return instructions, including the authorized return destination, shipping arrangements, and any required documentation.

Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return.

A. Personal Reasons and Change-of-Mind Returns

If you wish to return a product because you changed your mind, no longer need it, selected an unsuitable design or color, ordered the wrong product, or otherwise no longer want an item that was supplied correctly and is not defective, you are responsible for the direct return shipping costs, unless otherwise required by applicable law or expressly agreed by RUEUDS™.

Before you proceed, our customer support team will explain the applicable return shipping arrangements and any known charges.

Actual return shipping costs may vary depending on the carrier, package dimensions, weight, shipping destination, and any special packaging requirements.

Original outbound shipping charges, if any, will be handled in accordance with the applicable order terms and consumer protection laws.

B. Damaged, Defective, or Incorrect Products

If a product arrives damaged, has a confirmed manufacturing defect, is missing components because of a fulfillment error, or differs from the product you ordered due to an error on our part, RUEUDS™ will cover the reasonable return shipping costs or provide an appropriate prepaid return shipping label, as applicable and subject to applicable law.

Please contact us with your order number, a description of the issue, and supporting photographs before arranging shipment.

Do not independently arrange an expensive return shipment for a damaged, defective, or incorrectly supplied product without first contacting our team. If return postage is necessary and has been approved, retain the shipping receipt and tracking information so the costs can be reviewed.

Depending on the circumstances, the resolution may include a replacement, repair where appropriate, an authorized return and refund, or another applicable remedy.

Nothing in this section limits any statutory consumer rights or remedies.

3. Damaged, Defective, or Incorrect Products

We encourage you to inspect your order when it arrives.

If your lighting product arrives damaged, has a manufacturing defect, is missing components, or differs from the item you purchased, contact service@rueuds.com as soon as reasonably possible.

To help us assess the issue, please provide:

  • Your order number and product name.

  • A clear description of the problem.

  • Photographs of the product, packaging, and any visible damage, where applicable.

  • Any additional information that may help us understand the issue.

After reviewing the information, we will explain the available resolution under the applicable policy and consumer protection requirements. Depending on the circumstances, this may include a replacement, repair where appropriate, refund, or another appropriate remedy.

Responsibility for Return Shipping

When our review confirms that a product arrived damaged, has a manufacturing defect, or was incorrectly supplied by RUEUDS™, we will cover the reasonable return shipping costs or provide a suitable prepaid return shipping label, as applicable.

If return postage has been incurred with our prior approval, please provide the relevant receipt and tracking information for review.

If the reported issue cannot be confirmed and the request is ultimately treated as a personal-reason return, the return shipping rules in Section 2 will apply, subject to applicable law. We will explain the applicable arrangements before asking you to proceed.

Please retain the product and its packaging until we provide further instructions. Do not attempt electrical repairs or continue using a product that appears unsafe.

Your statutory consumer rights remain unaffected by this process.

4. Items That May Be Excluded from Standard Returns

Certain products or circumstances may not qualify for a standard voluntary change-of-mind return, subject to applicable law.

These may include:

  • Customized or Personalized Products: Items made to specific customer requirements, where a lawful exclusion applies.

  • Gift Cards: Gift cards may be subject to separate terms and may not qualify for a refund except where required by law.

  • Items Clearly Identified as Final Sale: Products subject to a disclosed final-sale restriction, where such restrictions are legally permitted.

  • Products Materially Altered or Damaged Through Improper Use: Items damaged after delivery through misuse or handling beyond what is reasonably necessary for inspection.

  • Requests Outside the Applicable Return Period: Requests made after the standard return window, subject to any mandatory statutory rights.

This list does not exclude remedies that may be available for defective, damaged, incorrectly supplied, or misrepresented products.

Promotional pricing or a sale designation does not automatically remove a customer's legal rights.

If you are unsure whether your purchase qualifies, contact service@rueuds.com before sending anything back.

5. Exchanges

If you would like a different lighting design, color, or product, please contact our support team to discuss the available options.

Where a direct exchange is not available, you may be asked to return the original item through the authorized return process and place a separate order for the replacement.

The standard exchange process is:

  1. Email our support team with your order number and preferred replacement product.

  2. Wait for confirmation of the applicable return conditions and instructions.

  3. Return the original item according to the approved procedure, if required.

  4. Place a new order for the replacement product if instructed to do so after the return arrangements have been confirmed.

Shipping Costs for Exchanges

For exchanges requested for personal reasons, such as a change of preference or an incorrect product selection by the customer, the customer is generally responsible for the direct return shipping costs, subject to applicable law.

If the exchange is required because a product arrived damaged, has a confirmed manufacturing defect, or was incorrectly supplied by RUEUDS™, we will cover the reasonable return shipping costs or provide an appropriate prepaid return label, as applicable.

Product availability, price differences, shipping arrangements, and the condition of the returned item may affect the options available.

Any price difference or additional shipping charge will be explained before the replacement purchase is completed.

Please wait for confirmation from our team before shipping your original purchase. Your statutory rights regarding defective or non-conforming products remain unaffected.

6. International Orders and European Union Customers

Customers purchasing from the European Union may have statutory withdrawal rights under applicable consumer protection laws, including a general 14-day withdrawal period for many online purchases, subject to relevant exceptions.

Where these rights apply, the withdrawal period generally begins when the customer, or a designated third party other than the carrier, receives the goods. Different rules may apply to orders containing multiple goods delivered separately.

To exercise an applicable withdrawal right, contact service@rueuds.com within the legally applicable period and clearly state that you wish to withdraw from the purchase. Include your order number so we can identify the transaction and provide the appropriate return instructions.

Return Shipping Costs for EU Customers

Where an EU consumer exercises a statutory withdrawal right, the customer may be responsible for the direct return shipping costs if the applicable legal requirements have been met, including any required prior disclosure of this responsibility.

If a product is defective, damaged, incorrectly supplied, or otherwise subject to a seller-paid remedy under applicable law, the relevant statutory rules regarding return shipping costs will apply.

Products should be handled with reasonable care while being inspected. Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product may be addressed as permitted by applicable law.

Certain products or transactions may be subject to legal exceptions, including specific rules for personalized goods.

Our standard 30-day return window may provide additional opportunities to request a return, but it does not replace, restrict, or reduce any mandatory rights available under applicable EU or national consumer law.

For international purchases outside the European Union, the applicable return and cancellation rights depend on the laws governing the transaction.

7. Refund Processing

Once an authorized return has been received at the designated return destination, we will review the item's condition and determine the appropriate outcome under this policy and applicable law.

If your refund is approved:

  • Refund Method: The approved amount will generally be returned to the original payment method, subject to applicable legal requirements and payment-provider procedures.

  • Processing Time: For approved voluntary returns, we aim to initiate refunds within 10 business days after the returned item has been received and the refund approved, where practicable. Mandatory statutory deadlines take precedence.

  • Bank or Payment Provider Delays: Your bank, card issuer, or payment provider may require additional time to make the funds available.

  • Refund Confirmation: We will provide relevant confirmation when the refund has been processed, where applicable.

  • Deductions or Adjustments: Any deduction or adjustment will be made only where permitted by applicable law and the relevant return terms.

The timing and amount of a refund may depend on the reason for the return, the applicable policy, the payment method, and any statutory requirements.

For statutory withdrawal requests, refund deadlines and reimbursement obligations will be handled in accordance with the law governing the transaction.

If you have not received an expected refund, first check your payment account and contact your payment provider if appropriate. You may then email service@rueuds.com with your order number and any available refund confirmation so we can review the status.

This processing guidance does not override any mandatory refund deadline established by applicable law.

8. Unauthorized Returns and Incorrect Return Destinations

All returns must be authorized by RUEUDS™ before shipment, except where applicable law provides otherwise.

An unauthorized return includes a product shipped back without prior approval, a parcel sent before return instructions have been issued, or a shipment sent to an address other than the designated return destination confirmed by our customer support team.

If an unauthorized return is received or identified, the following procedures apply:

  1. Shipment Identification: We will attempt to identify the order using the information supplied with the parcel or the associated order records.

  2. Customer Notification: Where contact information is available, we will contact the customer to clarify the reason for the shipment and request any missing order or tracking details.

  3. Return Verification: We will review the order, the reason for the return, the shipment status, and the applicable return conditions before determining the next steps.

  4. Handling of the Parcel: Where permitted by law and the carrier's procedures, we may refuse delivery or temporarily hold the parcel while attempting to identify the shipment and contact the customer. If the parcel has already been received, we will explain whether it can be accepted for processing, needs to be redirected, or requires another appropriate arrangement.

  5. Refund Processing: Shipping a parcel back does not automatically mean that a refund has been approved. The return must be identified and handled in accordance with the applicable return procedure. Mandatory statutory refund obligations remain unaffected.

  6. Additional Shipping Costs: If a parcel must be redirected, returned to the sender, or shipped again because the customer used an unapproved destination or failed to follow the provided instructions, the customer may be responsible for the resulting reasonable additional shipping costs where permitted by applicable law.

  7. Delivery Delays or Loss: A parcel sent to an unapproved destination may be delayed, refused, or difficult to locate. We cannot guarantee that it will reach the appropriate return processing location.

If you have already shipped a product without authorization, please contact service@rueuds.com immediately and provide your order number, tracking number, carrier details, and the address used.

Our team will review the circumstances and explain the available next steps. Any recovered or identified parcel will be handled in accordance with applicable law and the carrier's procedures.

These procedures are intended to ensure that returned products can be identified and processed correctly. They do not waive or restrict any mandatory consumer rights or remedies.

9. Return Address and Authorized Shipping Instructions

To ensure your return can be identified and processed correctly, please obtain return authorization and destination details from our customer support team before sending an item.

Return Support Email: service@rueuds.com

Our customer service team will provide the appropriate return destination and shipping instructions after reviewing your request.

The company's registered business address is provided below for correspondence and identification purposes. It should not be treated as an authorized product-return destination unless our team specifically confirms this in writing.

Do not send returned products to an unconfirmed address or assume that the original shipping address is the correct return destination.

10. Contact Information

For questions about returns, refunds, exchanges, or order issues, please contact RUEUDS™ using the details below.

Brand: RUEUDS™

Owner: Jiang Bing

Legal Company Name: Suzhou Xianyi Yun Network Technology Co., Ltd.

Business Address: Room 101-302, Building 25, MAX Science & Technology Park, No. 998 Pangnan Road, Jiangling Subdistrict, Wujiang District, Suzhou, Jiangsu Province, China

Email: service@rueuds.com

Phone: +86 18680248956

Customer Service Hours: 8:00 AM–10:00 PM daily

Time Zone: Pacific Time (US & Canada), GMT−08:00 during standard time and GMT−07:00 during daylight saving time.

Website: https://rueuds.com

When contacting us, please provide your order number and a clear description of your concern. Do not include passwords or full payment card details in your message.

The business address above is provided for company identification and correspondence. It is not automatically an authorized return destination. Please use only the return address confirmed by our customer support team for your specific request.

Our Commitment to You

At RUEUDS™, we aim to handle return and refund requests clearly, consistently, and respectfully. We strive to provide transparent shipping cost responsibilities, practical return instructions, and appropriate assistance when a purchase does not go as expected.

Thank you for choosing RUEUDS™ for your home lighting and décor needs.

RUEUDS™ — Thoughtful Lighting for Everyday Living.