Returns & Refund Policy
Last Updated: August 16, 2026
At Ruvanos, we want customers to have clear information about returning wall clocks purchased from our store. This Returns & Refund Policy explains when a Pendulum Wall Clock or Interior Wall Clock may be returned, what conditions apply, who is responsible for return shipping, how damaged or incorrect products are handled, and when refunds are issued.
Return Window
Ruvanos accepts eligible returns requested within 24 days of the date the order was delivered.
The 24-day return period applies to both defective and non-defective wall clocks, provided that the applicable return conditions in this policy are met.
Customers should contact us as soon as possible when they decide to return an item rather than waiting until the end of the return period.
To request a return, contact support@ruvanos.shop with your order details and the reason for the return.
Returns for Non-Defective Products
If you want to return a wall clock because you no longer want it, ordered the wrong item, changed your mind, or for another reason unrelated to a product defect, you may request a return within the 24-day return window.
The product must be returned in a condition that allows Ruvanos to inspect it properly. We may ask for information or photographs before confirming the return.
For eligible non-defective returns, the customer is responsible for the return shipping/return-label cost.
The original shipping charge is not automatically refundable simply because a customer has changed their mind or no longer wants the product.
Returns for Defective or Damaged Products
If your wall clock arrives damaged, defective, or not functioning as expected, please contact us at support@ruvanos.shop as soon as possible.
To help us assess the issue, you must provide clear photographs of the wall clock and, where applicable, the packaging or shipping box. Depending on the issue, we may also request additional information or photographs.
We will review the information provided to determine whether the product is defective or was damaged during delivery.
If the product is confirmed to be damaged or defective, the applicable return process will be explained to you. When the issue is the responsibility of Ruvanos, such as receiving a wrong product or receiving a product that arrived damaged or defective, Ruvanos will cover the return-label cost.
Wrong Product Received
If you receive a wall clock that is different from the product you ordered, please contact us at support@ruvanos.shop and provide your order information along with clear photographs of the product received.
We will review the information and, if the wrong product was sent by Ruvanos, we will provide instructions for returning the incorrect item. In this situation, Ruvanos will cover the applicable return-label cost.
Please do not send an item back before receiving return instructions from us.
Product Condition and Inspection
All returned wall clocks may be inspected after they are received by Ruvanos.
For a return to be accepted, the returned product must correspond to the return request and should be in a condition consistent with the reason for the return.
If a product was reported as defective or damaged but is returned with additional damage, missing parts, signs of misuse, or a condition that differs materially from the issue reported, we may need to investigate the condition before determining the appropriate resolution.
For transparency, returning a product does not automatically guarantee a refund. The returned item must first be reviewed to confirm that the applicable return requirements have been met.
Previously Repaired or Corrected Products
If Ruvanos has already addressed an issue with a wall clock and the product was subsequently returned or received by us in a damaged condition, we will assess the product and the circumstances of the return.
For example, if a wall clock was correctly repaired or replaced and is later returned with damage that was not present when it was originally supplied, the new condition of the product may affect the outcome of the return request.
We will review the available information and communicate the result clearly rather than automatically treating every subsequent return as a manufacturing or shipping defect.
Return Authorization
Please contact us before sending any product back.
Customers should email support@ruvanos.shop with:
- Order number
- Customer name
- Reason for the return
- Clear photographs of the wall clock when the return relates to damage, a defect, or an incorrect product
- Clear photographs of the packaging when relevant to a shipping-related issue
After reviewing the information, we will provide the applicable return instructions.
Unauthorized returns may cause delays in processing because we may not have sufficient information to match the returned product to an order.
Return Shipping Costs
For eligible returns that are not caused by an error or product issue attributable to Ruvanos, the customer is responsible for the return-label/return shipping cost.
If Ruvanos sent the wrong wall clock, or the product arrived damaged or defective and the issue is confirmed to be attributable to Ruvanos or shipping, Ruvanos will pay the applicable return-label cost.
We will communicate the applicable return process before the product is sent back.
Direct Exchanges
Direct exchanges are not accepted.
If you wish to receive a different wall clock, you may need to return the original product under this policy and place a separate order for the desired product, subject to the applicable return requirements.
A return and a new purchase are treated as separate transactions.
Restocking Fee
Ruvanos charges $0 in restocking fees for eligible returns.
No separate restocking fee will be deducted from an approved refund.
Refund Eligibility
Once an eligible returned wall clock has been received and inspected, Ruvanos will determine whether the return qualifies for a refund under this policy.
If the return is approved, the applicable refund will be processed to the original payment method used for the purchase, subject to the payment provider’s processing procedures.
The amount refunded may depend on the reason for the return and the applicable shipping-cost responsibilities described in this policy.
Refund Processing Time
Approved refunds are generally processed by Ruvanos within 10 business days after the return has been received, reviewed, and approved.
The 10-business-day period refers to Ruvanos’s refund-processing timeframe. After we issue the refund, the time required for the funds to appear in the customer’s account may depend on the payment provider or financial institution used for the original payment.
Late or Delayed Refund
If you have been informed that your refund has been processed but the funds have not yet appeared in your account, please first allow the relevant payment provider or financial institution additional processing time.
If the refund still has not appeared after a reasonable period, contact us at support@ruvanos.shop with your order details so we can check the refund status.
A delay between Ruvanos processing a refund and the funds appearing in a customer’s account may be caused by the payment provider, bank, card network, or other financial institution and may therefore be outside Ruvanos’s direct control.
Returns After the 24-Day Window
Return requests should be submitted within 24 days of delivery.
Requests submitted after the 24-day return period may not qualify for a return or refund unless otherwise required by applicable law.
Customers are encouraged to contact us promptly if there is a problem with a wall clock so that we have an opportunity to review the issue within the applicable return period.
Items Sent Back Without Contacting Us
Please do not send a wall clock back without first contacting Ruvanos.
We need to confirm the order, reason for return, and applicable return instructions before the product is sent back. This helps prevent unnecessary delays in identifying and processing the return.
Contact Us
For return or refund questions, please contact:
Ruvanos
Email: support@ruvanos.shop
Chat Support: 24/7
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Address: 2 Manor Ct, Kirkby Stephen CA17 4SJ, United Kingdom
When contacting us about a damaged, defective, or incorrect wall clock, please include your order number and clear photographs so that we can review the issue and provide the appropriate return instructions.