Returns, Exchanges & Order Changes
Need to make a return, exchange, or update an order? Here’s how it works.
30-Day Returns
Changed your mind? You can return eligible RUX products within 30 days of your order date.
Items must be returned in new, unused condition, with all original components, accessories and original packaging.
Once we receive and inspect your return, we’ll process your exchange, store credit, or approved refund.
Exchanges & Store Credit
Want something different instead?
Exchanges and returns for store credit are free. We’ll provide a prepaid return shipping label at no charge. Again the items must be returned in new, unused condition, with all original components, accessories and original packaging.
Refunds to Your Original Payment Method
If you’d prefer a refund to your original payment method, we’ll provide a prepaid return label and deduct a flat return processing fee:
- $15 USD for U.S. orders
- $20 CAD for Canadian orders
For customers in the European Union, different rules apply. If you exercise your statutory right of withdrawal within 14 days of receiving your order, no return processing fee will be charged. You may be responsible for the direct cost of returning the item, provided this was disclosed before purchase. Any additional RUX return period beyond your statutory rights is subject to the terms of our standard 30-day return policy.
For U.S. and Canadian returns, original shipping charges, duties, and taxes are non-refundable. For EU statutory withdrawals, we’ll refund the original standard delivery charge as required by applicable law; any additional cost for an upgraded or express shipping method is not refundable.
Returned products must meet the conditions of the applicable return policy. For EU statutory withdrawals, you may inspect and handle the product as you reasonably would in a store. We may reduce the refund if handling beyond what is necessary to establish the product’s nature, characteristics, and function results in diminished value.
Products that are used, damaged, incomplete, or otherwise not in returnable condition may not qualify for a full refund.
Defective, Damaged, or Incorrect Items
Something arrive damaged, defective, or not what you ordered?
That’s on us.
Contact our Customer Experience team as soon as possible and we’ll make it right through our warranty or replacement process.
There’s no return processing fee or shipping deduction for approved defective, damaged, or incorrect-item claims.
Can I Change or Cancel My Order?
We move quickly to get orders out the door, so there’s only a short window to make changes after checkout.
You may request a change or cancellation within 30 minutes of placing your order.
After that, your order may already be processing and changes or cancellations are not guaranteed.
This includes requests to:
- Change a shipping address
- Add or remove products
- Change a product, colour, or configuration
- Apply a discount or promotion after checkout
- Cancel an order
If we’re unable to make the change before fulfillment begins, the standard returns process applies once your order is delivered.
What If I Entered the Wrong Shipping Address?
Contact us immediately.
If we can correct the address before fulfillment begins, we’ll do our best to help.
Once fulfillment has started or your order has entered the carrier network, we can’t guarantee that an address can be changed.
If a carrier intercept, address correction, or reshipment is possible at that stage, any additional carrier, handling, or reshipping costs are the customer’s responsibility.
Double-checking your address at checkout is the best way to keep your order moving without delays.
Where Do Returns Go?
Whenever possible, returns are processed domestically.
- U.S. orders return to our U.S. facility in California.
- Canadian orders return to our facility in British Columbia.
- European orders return to our facility in Germany.
For orders delivered outside Canada, the United States, or Europe, we’re currently unable to provide prepaid return shipping labels.
Contact us and we’ll provide return instructions for your location.
What About International Return Rights?
Return and cancellation rights can vary by country or region.
Where local consumer protection laws provide rights beyond this policy, those rights apply.
For customers in the European Union and other jurisdictions with statutory cancellation or withdrawal rights, applicable local consumer laws take precedence over the general terms above.
How Do I Start a Return or Exchange?
Contact our Customer Experience team with:
- Your order number
- The item you’d like to return or exchange
- The reason for the return
We’ll send you the next steps and, where applicable, your return shipping label.