Last updated: August 10, 2026
This Return and Refund Policy applies to eligible purchases made through the official RUYAGE online store. It explains our 30-day return period, return eligibility, shipping costs, defective product support, refund processing, and warranty assistance.
If there is a problem with your order, please contact us before returning the product. Our team will provide the appropriate return address and instructions.
1. 30-Day Return Period
You may request a return within 30 calendar days after receiving your order. If products from the same order are delivered separately, the return period for each product begins on the date that product is delivered.
To exercise your return right, email info@ruyage.com before the 30-day period expires.
After receiving return instructions, the product should normally be sent back within 14 calendar days unless we agree to a different timeframe. Any longer return period required by applicable consumer law will continue to apply.
2. Return Eligibility and Product Condition
For a change-of-mind return, the product should be returned in substantially the same condition in which it was received.
Where reasonably possible, the return should include:
- The radio or accessory being returned
- Original batteries, chargers, antennas, cables, and included accessories
- Product manuals and documentation
- Original packaging
- Order number or other valid proof of purchase
You may inspect the product and perform reasonable basic testing necessary to understand its nature, characteristics, and function. Excessive use, physical damage, unauthorized modification, missing components, or handling beyond what is reasonably necessary may result in a deduction for diminished value where permitted by law.
A missing or damaged retail box will not automatically cancel applicable statutory rights, but it may affect the value of a voluntary change-of-mind return where legally permitted.
3. How to Request a Return
- Email info@ruyage.com with your order number, product model, destination country, and reason for the return.
- If the product is damaged or defective, include clear photographs or videos showing the product, packaging, shipping label, and reported issue where possible.
- Our support team will review the request and provide the correct return address, packing instructions, and available return method.
- Pack the product securely and send it using the approved method. Keep your shipping receipt and tracking number until the return is resolved.
Do not send a return to the address printed on the original package or to our business address unless RUYAGE support specifically instructs you to do so. The correct return location may differ from the original shipping address.
Sending an item without contacting us first may delay identification and processing of the return. This return procedure does not limit any non-excludable rights provided by applicable consumer law.
4. Damaged, Defective, Incomplete or Incorrect Orders
Please inspect your order after delivery. If the product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible.
Contacting us within seven days helps us document possible shipping damage promptly, but failure to report within seven days does not automatically remove applicable warranty or statutory consumer rights.
Depending on the circumstances, available solutions may include:
- Troubleshooting or setup assistance
- Replacement parts or accessories
- Repair
- Replacement product
- Full or partial refund where appropriate
The available remedy will depend on the nature of the issue, product condition, availability, location, warranty coverage, and applicable law.
For a verified damaged, defective, incomplete, or incorrect order caused by RUYAGE or the shipping process, RUYAGE will provide an approved return method or reimburse reasonable return shipping costs where required. Please do not purchase an expensive return service without our prior approval.
5. Change-of-Mind Returns
If you return an eligible product because you changed your mind, ordered the wrong model, or no longer need the product, you will normally be responsible for the return shipping cost unless applicable law or a RUYAGE promotion states otherwise.
We recommend using a trackable shipping method. RUYAGE cannot process a return that cannot be identified or confirmed as received.
Original expedited shipping upgrades, customs duties, import taxes, and local clearance fees are generally not refundable unless required by law or the return resulted from an error by RUYAGE.
If you paid for standard outbound delivery, that charge will be refunded when required by applicable consumer law. Any additional amount paid for an upgraded or expedited service may not be refundable.
6. Preparing Radios and Electronic Devices for Return
Before returning a radio or electronic accessory:
- Back up any information you want to keep
- Sign out of personal accounts and applications
- Remove passwords, screen locks, and personal data
- Remove personal SIM cards or memory cards unless instructed otherwise
- Unpair connected phones, Bluetooth devices, or PTT applications
- Restore the device to its factory settings where appropriate
- Include all RUYAGE components required for the approved return
RUYAGE is not responsible for personal information left on a returned device. We may reset or erase returned equipment as part of inspection and testing.
Do not ship a battery that is swollen, leaking, punctured, overheating, or otherwise visibly damaged. Contact RUYAGE first for appropriate safety instructions and an approved resolution.
7. Exchanges
For a different model, color, or accessory, the fastest option is normally to return the original eligible product and place a separate order.
If you received an incorrect or defective product, contact us before placing another order because a direct replacement may be available.
8. Refund Review and Processing
After the returned product is received, we will inspect it and notify you whether the refund has been approved, whether additional information is required, or whether a permitted deduction applies.
Approved refunds are normally initiated to the original payment method within 5–10 business days after approval. If applicable law requires an earlier refund, the legally required timeframe will apply.
Banks, card issuers, PayPal, Shop Pay, and other payment providers may require additional time to display the refund after RUYAGE has issued it.
If a deduction is proposed because of missing components, damage, excessive handling, or diminished value, we will explain the reason where required. Deductions will only be made where permitted by law.
9. Order Cancellations
To request cancellation before shipment, contact info@ruyage.com as soon as possible.
We will try to cancel the order before fulfillment, but cancellation cannot be guaranteed after processing or shipment has begun.
If the order has already shipped, you may request a return after delivery under this policy. If RUYAGE is unable to ship an order and you do not agree to a revised shipping date, the unshipped order will be refunded to the original payment method.
10. SIM Cards, LTE Service and Digital Services
SIM cards, LTE service plans, activation services, renewal fees, and other digital or connectivity services may have different cancellation and refund conditions from physical products.
To the extent permitted by law, an activated SIM card, consumed data plan, completed activation service, or digital service that has already begun with the customer's authorization may not be eligible for a full change-of-mind refund.
If LTE service is included with a returned PoC radio, contact RUYAGE before returning the device. We will explain whether the service can be deactivated, transferred, canceled, or refunded based on the product package, amount of service already used, disclosures made before purchase, and applicable law.
This section does not remove rights relating to services that are defective, unavailable, or materially different from their description.
11. Items That May Not Qualify for a Voluntary Return
The following may not qualify for a voluntary change-of-mind return, except where applicable law provides otherwise:
- Products damaged through misuse, accidents, improper installation, liquid exposure beyond the stated IP rating, or unauthorized modification
- Products with removed, altered, or unreadable serial numbers or identification labels
- Missing products or packages that cannot be verified as returned
- Activated or consumed SIM, LTE, subscription, activation, or digital services, subject to the conditions above
- Products specifically customized or configured for an individual customer, where a lawful return exception was clearly disclosed before purchase
A product that is faulty, misdescribed, or otherwise protected by applicable consumer law will not be refused solely because it appears in a category above.
12. Product Warranty
Eligible RUYAGE products include a 12-month limited commercial warranty covering qualifying manufacturing defects, unless a different warranty period is stated on the product page.
Warranty support may include troubleshooting, repair, replacement parts, replacement, or another appropriate remedy depending on the product and issue.
The RUYAGE commercial warranty is provided in addition to, and does not replace or reduce, statutory consumer rights that apply in the customer's country or region.
13. International Returns, Duties and Taxes
International customers should follow the return instructions provided by RUYAGE and clearly identify the shipment as returned merchandise where permitted.
Import duties, VAT, customs brokerage fees, and taxes paid directly to a government authority or carrier are not normally collected or controlled by RUYAGE. Customers may need to request reimbursement directly from the relevant customs or tax authority.
If customs documentation is completed incorrectly or a return is sent without following the provided instructions, additional fees or delays may occur.
14. Your Statutory Consumer Rights
This policy provides a voluntary 30-day return period but does not exclude, restrict, or replace rights that cannot legally be limited under applicable consumer protection law.
If consumer law in your country provides a longer period, a different remedy, free return shipping for defective goods, or additional warranty protection, those legal rights will continue to apply.
15. Contact RUYAGE Support
For a return, refund, damaged order, warranty request, or cancellation, please provide your order number, product model, destination country, and a description of the issue.
Email:
info@ruyage.com
WhatsApp:
+1 (571) 989-3166
You can also visit our Contact RUYAGE page for additional support information.