Refund policy
We want customers to be satisfied with their RUCKUS order. This policy explains how returns, cancellations and refunds are handled.
Faulty, Damaged or Incorrect Products
If an item arrives:
- damaged;
- defective;
- incorrect; or
- materially different from what you ordered,
please contact contact@ruckus.com as soon as reasonably possible.
Include your order number and photographs where appropriate.
Where legally required, we will offer an appropriate remedy such as a replacement, refund or other resolution.
Change-of-Mind Returns
For eligible online purchases, UK consumers generally have cancellation rights under distance-selling rules. GOV.UK states that consumers normally have 14 days after receiving eligible goods to notify the retailer that they wish to cancel, followed by another 14 days to return them.
However, certain products can be excluded from change-of-mind returns where an applicable legal exception applies, including some perishable goods and certain sealed goods where the seal has been broken and the product is unsuitable for return for health or hygiene reasons.
Because RUCKUS sells food products, opened food products cannot normally be returned simply because you changed your mind where a statutory exception applies.
Your rights concerning faulty, damaged, misdescribed or unsafe goods are not affected.
Before Returning an Item
Contact us first at:
Please do not return products without contacting us because we need to provide the correct return instructions and return address.
Return Condition
Where a change-of-mind return is legally available, items should be:
- unopened;
- unused;
- in their original packaging; and
- in a condition suitable for resale.
Refund Processing
Once an eligible returned product has been received and checked, we will notify you about the outcome.
Approved refunds are returned to the original payment method.
Banks and card providers may take additional time to post a processed refund to your account.
Return Shipping
Where a product is faulty, damaged, incorrect or otherwise subject to a statutory remedy, return costs will be handled according to applicable law.
For eligible change-of-mind returns, the customer may be responsible for return shipping unless otherwise stated.
Contact
RUCKUS
21 Upper Parliament Street
Nottingham, NG1 6JP
United Kingdom
Email: contact@ruckus.com
Phone: +44 77 7237 8698
Nothing in this policy limits your statutory consumer rights.