Refund policy
Our Commitment
Ruitoo offers a 30-day return policy, meaning you have 30 days from the receipt of your product to request a return.
Please protect the integrity of the packaging when unpacking and do not discard it. This is to facilitate refunds or exchanges in case of quality issues.
Order Cancellation
Due to our fast order processing (as quickly as possible), you must contact us within two hours of placing the order at support@ruitoosports.com to cancel the order.
When contacting us: Provide your order details, including order number, recipient name, and/or email address.
If your order has been placed for more than two hours, we will be unable to cancel your order; please refer to the return policy below for return terms and refund instructions for returned orders.
Order Processing Fees
If you request to cancel the order after we have charged your credit/debit card or PayPal, Ruitoo will deduct a 5% fee from the transaction amount to cover merchant processing costs. The refund for the canceled order will be the balance after the 5% fee is deducted, and this fee will not be refunded when the cancellation refund is issued.
Product Returns & Refunds
Non-Quality Issues
The product must be brand new and unused (mileage must be 0 to be considered new).
A return request must be initiated within 30 days of receiving the product.
The buyer will receive a full refund (excluding return shipping fees) without any restocking fee, but return shipping fees will be deducted. Ruitoo will provide a return label for the buyer, and the buyer is responsible for the return shipping costs:
Electric scooter: €200
Once the returned product is received and inspected to ensure it shows no signs of use or mileage, the refund (minus the shipping costs) will be issued to the original payment method. Ruitoo does not accept Cash on Delivery (COD) returns.
Quality Issues
If a product shows a quality issue within 30 days of receipt, the buyer can choose a free return or exchange for another electric bike or scooter without paying additional return shipping fees.
Ruitoo will carefully inspect the returned product for quality issues. If the damage is not due to a manufacturing defect and was caused by user handling, the return shipping fees will still be charged.
Used Products (Mileage ≤ 20 miles)
A return request can be made within 30 days of receiving the product.
A 50% restocking fee, along with the return shipping fee, will be charged. The product must be in good condition and have no more than 20 miles on it.
For non-quality issue returns, the buyer will bear the return shipping cost (electric scooter: €200), and the shipping cost is non-refundable.
How to Return Your Order
If you need to return an item purchased from the Ruitoo website, please contact our customer service team at support@ruitoosports.com
before shipping the item. Provide the following information:
Reason for return
Valid order number
Clear photos and/or videos (for quality-related returns)
Our support team will reply within 24 business hours (excluding weekends and holidays).
⚠️ Note: If a package is returned without prior authorisation and cannot be located in our warehouse, Ruitoo will not be responsible and no refund will be issued.
Once approved:
Free return labels will be provided.
Refunds are processed within 1–3 business days after inspection.
Exchanges are processed within 1–2 business days.
Repairs take 7–14 business days.
Exchange Policy
Exchanges are available within 30 days of purchase:
Unopened/Unused Products – Free exchange, no extra fees.
Used Products (no quality issue) – 15% restocking fee applies.
Used Products (quality issue) – Exchange shipping costs covered by Ruitoo.
Replacement will be shipped within 1–2 business days after we receive the returned package.
Quality Issues
If a product shows a quality issue within 30 days of receipt, the buyer can choose a free return or exchange for another electric bike or scooter without paying additional return shipping fees.
Ruitoo will carefully inspect the returned product for quality issues. If the damage is not due to a manufacturing defect and was caused by user handling, the return shipping fees will still be charged.
Risk Orders
To ensure your transaction information has not been fraudulently used, and to secure every transaction, Ruitoo may flag orders as "high-risk" for other abnormal reasons. If your order is marked as a high-risk order, we will need you to provide the payment billing details for that order or the verification code from the payment bill. We will not ship your order until your information has been verified. If you fail to provide the required information within three business days, your order will be canceled, and a 5% transaction fee will be charged. The remaining 95% will be refunded to the original payment account.
Warranty Repairs
Products under warranty but used for more than 6 months must be returned to our Italy repair centre.
Return shippin
g fees are the responsibility of the customer:
Products under €500: €150 shipping fee
Products above €600: €200 shipping fee
Italy
Products under €500: €40 shipping fee
Products above €600: €60 shipping fee
Important Notes
Natural wear and tear or accidental damage during use is not covered by warranty.
Misuse or damage caused by the customer will void the warranty. In such cases, Ruitoo will not provide compensation. Replacement parts may be purchased separately (parts + shipping fees).
If you ordered the wrong product, Ruitoo can assist with a return or exchange, but return shipping costs are your responsibility.
Please confirm your shipping address before payment. Address changes are free before dispatch but cannot be changed once shipped. Ruitoo is not responsible for lost packages due to incorrect address information.
Accessories are non-returnable and non-refundable. If accessories are missing or damaged, Ruitoo will send replacements or provide partial refunds.
All returns and exchanges will be processed within 7 business days after receipt of your item.