Return & Refund Policy

This policy applies to eligible purchases made through Ryuran at https://ryuran.com. It explains how to request a return, how refunds are handled, and what to do if an item arrives damaged or incorrect.

Please review the conditions below before sending any item back. This policy does not limit any rights that may apply to you under applicable consumer protection law.

Return Eligibility and Time Limits

You may request a return for an eligible item within 30 days after delivery, provided that the item is unused, in resalable condition, and returned with its original packaging and included accessories where applicable.

• The item must be clean, unworn, unwashed, unaltered, and free from signs of use.
• Original labels, protective materials, manuals, gifts, and accessories must be included when supplied with the order.
• You must submit a return request and receive return instructions before shipping the item.
• Proof of purchase or the order number may be required to identify and process the return.
• Return eligibility is assessed after the item is received and inspected.

Requests made after the stated return period may be declined unless the item is faulty, incorrect, or otherwise protected by applicable law.

Non-Returnable Items

Some items cannot be returned because of hygiene, safety, personalization, or resale restrictions. An item may also be non-returnable when its condition no longer allows it to be sold as new.

• Personalized, custom-made, or made-to-order items are not returnable unless they are defective or incorrect.
• Items marked as final sale, clearance, or non-returnable at the time of purchase are not eligible for return except where required by law.
• Opened hygiene-sensitive products are not returnable when their protective seal or packaging has been removed.
• Gift cards and items that have been used, washed, damaged, altered, or incompletely returned are not eligible for a standard refund.
• Returns without the originally included parts, packaging, or promotional gifts may receive a reduced refund where permitted.

If you are unsure whether an item is eligible, contact us before returning it so we can review the order details.

How to Request a Return

Please contact Ryuran before sending a return. We will review your request and provide the appropriate instructions, including the return destination and any information needed to identify your package.

1. Send your order number, the item name, and the reason for the return through one of the contact channels below.
2. Include clear photos if the request concerns a defect, shipping damage, or an incorrect item.
3. Wait for return authorization and shipping instructions before dispatching the package.
4. Pack the approved item securely with all eligible original contents and include the requested order information.
5. Send the parcel using the instructed method and retain the shipping receipt and tracking details until the case is complete.

We generally respond to return requests within 1-3 business days during customer service hours.

Return Shipping

Unless an item is confirmed as damaged, defective, or incorrectly sent, the customer is responsible for return shipping costs. Use a trackable service and suitable protective packaging, as Ryuran cannot accept responsibility for packages lost or damaged in transit before delivery to the authorized return location.

Shipping availability and charges are calculated at checkout from the delivery address and applicable shipping templates. Do not infer free shipping from currency settings.

Any original delivery charge, return postage, import charge, or other shipping-related amount is handled according to the checkout display, the carrier’s terms, and applicable law. Shipping charges are generally non-refundable after a correctly supplied order has been dispatched.

Inspection of Returned Items

After your return reaches the authorized address, we inspect it to confirm its condition and eligibility. Please allow 1-3 business days after receipt for the inspection to be completed.

• Approved returns are processed for refund, exchange, or another agreed resolution.
• Items that show use, damage, missing components, or incomplete packaging may be declined or may qualify for a partial refund where permitted.
• Items returned without prior authorization may take longer to identify and process.
• If a return cannot be accepted, we will contact you to explain the available options for the item.

Our assessment is based on the returned item’s condition, the order record, and the information provided with your request.

Refund Method and Timing

Approved refunds are issued to the original payment method whenever possible. We refund the eligible amount paid for the approved returned item, subject to any permitted deductions for missing components, reduced value, or non-refundable shipping services.

Once approved, we initiate the refund within 1-3 business days. The time for funds to appear in your account depends on your payment provider, bank, card issuer, and the payment method used, so the actual posting time is shown by the relevant payment channel.

• Refunds cannot normally be redirected to a different card, bank account, or payment method.
• Original delivery charges are refunded only when required by applicable law or when Ryuran confirms a qualifying shipping error.
• Any currency conversion, bank charge, tax, or payment-provider fee is subject to the terms and actual display of the relevant checkout and payment channel.

If you have not received a refund after the processing period shown by your payment provider, please contact us with your order number and refund details.

Exchanges

Exchanges are available for eligible items subject to stock availability. To request an exchange, contact us before returning the original item and tell us the item, size, color, or variation you would like instead.

• An exchange item is reserved only after availability is confirmed and the original return meets the eligibility requirements.
• If the requested replacement is unavailable, we may offer a refund or help you place a new order.
• Price differences, shipping charges, taxes, and payment adjustments are based on the actual checkout and payment-channel display.

For a faster resolution, we may ask you to return the original item first and then arrange the replacement after inspection.

Damaged or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, notify us as soon as possible and preferably within 7 days after delivery. Do not discard the packaging or send the item back until we provide instructions.

1. Contact us with your order number and a clear description of the issue.
2. Provide photos or videos of the item, packaging, shipping label, and visible damage or discrepancy.
3. Keep all items, packaging, and included materials available for review if requested.
4. Follow the return, replacement, or other resolution instructions provided by our support team.

When Ryuran confirms a qualifying issue, we will arrange an appropriate remedy, such as a replacement, refund, or return-shipping solution.

Refund Contact and Policy Updates

For return or refund assistance, contact Ryuran by email at contact@ryuran.com, by phone at +86 131 2600 5909, or through WhatsApp customer service. Customer service hours are Mon-Fri, 9:00-18:00, and our office and receiving address is No. 174 Pau Chung Street, To Kwa Wan, Kowloon City District, Hong Kong.

We may update this policy to reflect operational, legal, or service changes, and the current version will be published on https://ryuran.com. If you have questions about an update or an existing refund request, please use the contact channels above and include your order number.