Return policy
We offer a 14-day return policy for items purchased directly from ruixinpro.com. You can request a refund within 14 days of receiving your order. If you purchased from an Authorized Ruixin Pro Dealer, please contact them directly for their return policy. Returns are not accepted for products bought from Authorized Dealers, Amazon, other third-party platforms, or unauthorized sellers.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
How to initiate a return
To initiate a return, contact us at info@ruixinpro.com or start a return request via your account. Once your return is accepted, we’ll provide instructions on how to send your item back. Please note, items returned without prior authorization will not be accepted. We strongly encourage you to ship your return within 7 calendar days after approval.
The return is the responsibility of the customer. We do not cover the shipping costs (exception: we sent you a defective or wrong item). Please note that in the event of a return, the shipping costs paid will not be refunded. You will be responsible for return shipping costs under the following conditions:
1. Returning items in good condition (unless the wrong item was sent by us).
2. Returning items without prior authorization.
3. Returning used abrasives or strops.
Non-returnable items
We cannot accept returns on:
- Sale items
- Gift cards
For any return-related inquiries, please contact us at info@ruixinpro.com.
Abrasive policy
Used abrasive products and strops cannot be returned. Sharpening stones, strops, compounds, and other abrasive materials are highly technical explicate products. They will not be for reselling once used. All abrasive products are being sold "as is". Unexpected or unwanted behavior of the abrasive cannot be the reason for return. We don't offer refunds or exchanges of used abrasive products.
Accomplish a few simple steps to avoid disappointment:
1.Check purchased products immediately after receive. We guarantee that you will receive new products in perfect condition without major defects. We are liable for the undamaged conditions during transportation. If purchased products are damaged on arrival, reach us immediately. Unfortunately, we cannot gratify a "damaged on arrival" complaint if you start using the product or report it weeks after your order is received.
2.Make deliberate choices when ordering products. Ask customer support if you are in doubt. Any new sharpening stone is your own experiment.
3.Be ready to live with or take off all minor defects. Please be aware that minor defects, such as slight variations in flatness, are normal. These can typically be corrected during the initial use, such as by lapping the sharpening stone to remove imperfections. If you are unsure how to do this, don’t worry—stones may need a break-in period to reach optimal performance.
4.Take care of your products. Read/watch "How to use" on the product pages. Bring to notice product "warnings" or "attentions" if any. Read the sharpener manual if you are new to sharpening. This will help to avoid damage to sharpening stone or knife.
We try to provide as much as possible information about products: positive and negative. However, we are humans, and errors are possible. If you have found incorrect or missing information, please reach customer support.
Damaged, Defective, or Incorrect Items
If your item is damaged, defective, or incorrect, please contact us immediately with the following details:
1. Take a photo of the problem
2. Send an email with the subject line “Order # 'YourOrderNumber' Replacement Request” to info@ruixinpro.com.
Our support team will usually respond within 2 business days and return instructions will be provided. After reviewing your case, we will contact you with next steps. We will assess the situation and may offer a refund or replacement.
Our responsibility
1. Faulty/Damaged Product:
· If the product has a manufacturing defect, we will send you a replacement free of charge or issue a full refund.
2. Wrong Item Sent:
· If we send you the wrong product, or size, we will send you the correct replacement for free or issue a full refund.
Customer responsibility
1. Incorrect Address:
If you made a mistake when providing your shipping address, it is your responsibility to correct the issue. We cannot refund your item in such cases.You will have to cover the fees incurred when resending to you.
2. Non-Receipt Due to Address Issues:
If your order was delivered according to the tracking information but you claim not to have received it, we are not liable for this situation. You must check with your local delivery service for more details. But we will try to assist you in finding your item as much as we can.
3. Stolen Packages:
If there is reasonable suspicion that the package was stolen, you must file a police report and forward it to us. Only in this case, and for insurance purposes, we may offer a free replacement.
4. Incorrect Orders:
Refunds will not be granted if the customer ordered the wrong size, or quantity, etc. We ship the exact items that you select at the time of purchase. Therefore, if you require a change to your order, please email us as soon as possible. If the order has already been processed or shipped, we cannot make changes, and a refund will not be granted You will have to cover the fees if you wish to return.
Exchanges
For the fastest service, we recommend returning the item and, once your return is processed, placing a new order for the desired product.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, we will process your refund to the original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund. If more than 15 business days have passed since approval, please contact us.
For any further questions or concerns, don’t hesitate to reach out to our customer support team at info@ruixinpro.com.
