Return & Exchange

At Ruannuan, we want you and your furry friends to love your new pet and home goods! If you are not completely satisfied with your purchase, we’re here to help.

Please read our return and exchange policy carefully before initiating a request.

1. Return Window

We offer a 30-day return policy. You have 30 days after receiving your item to request a return or exchange. If 30 days have gone by since your delivery date, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following conditions:

• Unused and in New Condition: The item must be in the exact same condition that you received it.

• Original Packaging: It must be in its original packaging with all tags still attached.

• Hygiene Standards (Crucial for Pet & Home Goods): Due to hygiene reasons, pet items (like collars, beds, blankets) and home textiles must be completely free of pet hair, dander, stains, and odors. Items returned with visible wear, washing, or pet hair will be rejected and sent back at the customer's expense.

3. Non-Returnable Items

The following items cannot be returned or exchanged:

• Gift cards

• Personalized or custom-made items

• Items marked as "Final Sale" or "Clearance"

• Used grooming or hygiene products

4. How to Start a Return or Exchange

To initiate a return or exchange, please follow these steps:

1. Email our support team at support@ruannuan.com with your Order Number and the reason for return.

2. If your item is damaged or defective, please include clear photos of the issue.

3. Once your request is approved, we will provide you with a Return Merchandise Authorization (RMA) number and the return shipping address. Note: Please do not send your purchase back to the manufacturer or return it without contacting us first.

5. Return Shipping Costs

• Customer Remorse / Size Changes: If you are returning an item because you changed your mind or ordered the wrong size, you will be responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable.

• Defective or Incorrect Items: If the return is due to a mistake on our end (e.g., damaged item, wrong item sent), Ruannuan will cover the return shipping costs.

We strongly recommend using a trackable shipping service or purchasing shipping insurance for items over $75. We cannot guarantee that we will receive your returned item.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [5-10] business days.

• Please note that it may take some time for your bank or credit card company to process and post the refund.

7. Damaged or Defective Items

We thoroughly inspect all goods before shipping. However, if your item arrives damaged, please contact us at [support@ruannuan.com] within 48 hours of receiving your delivery. Please include your order number and photos of the damaged item and packaging so we can resolve the issue immediately.

Need further assistance? We are always happy to help! Contact us at
support@ruannuan.com