Returns & Refunds

This policy applies to purchases from our website made from Hangzhou Rongyue Import & Export Co., Ltd. (杭州嵘悦进出口有限责任公司) ("RonVue," "we," "us," or "our"). It forms part of our Terms of Service.

If you are a Business Customer (a club, school, university, team, company, or other organization), your quotation, order confirmation, or custom order agreement may contain additional terms. Those terms apply to your order if they conflict with this policy.

All RonVue products are made to order. Because each item is produced after you place your order, using the colors, logos, names, numbers, and sizes you approved, we do not accept returns or exchanges where you have simply changed your mind, ordered the wrong size, or no longer need the item.

Please check your design proof, size breakdown, spelling, names, and numbers carefully before you approve production. We make items according to what you approve.

Your legal rights. Some countries give consumers a statutory right to cancel certain distance purchases within a set period. Where such a right applies to your purchase and cannot lawfully be excluded, we will honor it, and this policy does not limit it. This policy also does not limit any other consumer rights that cannot lawfully be excluded, including rights relating to faulty goods.

You may cancel an order in writing before production begins. Production begins when we confirm to you in writing that your order has been released to production.

If you cancel before production begins, we will refund your payment less any costs we have already incurred and cannot recover, such as sample fees, design work, materials already ordered, and payment processing fees.

Once production has begun, the deposit or payment is non-refundable, and the order cannot be cancelled or changed except as set out in Section 3 below or as required by applicable law.

If your item arrives damaged or faulty, or is materially different from the specifications you approved for your order (for example, a wrong item, a wrong size compared with your approved size breakdown, a wrong color, or missing or incorrect printing that does not match the approved proof), please contact us within 30 days of delivery at info@ronvue.com with:

• your order number;
• clear photos of the item, the label, and the packaging; and
• a short description of the problem.

After we review your report, we will, as appropriate, repair, remake, replace, or refund the affected items. We pay the reasonable return shipping costs where a return is required. Where the problem is minor and can be fixed, we may offer a repair or partial refund instead.

The following are not treated as faults:

• differences within reasonable production tolerances (for example, slight variation in color, fabric texture, or print placement), unless tighter tolerances were agreed in writing;
• errors in information you supplied or approved (names, numbers, spelling, sizes, artwork); and
• normal wear, washing damage, or damage caused after delivery.

If you are a Business Customer, please inspect your delivery promptly and notify us in writing of any quality problem within 30 days, or any shortage within 7 days, of delivery, or within any other period stated in your order confirmation. We will review the issue under Section 3 and your order confirmation. Items that match your approved specifications are treated as accepted if we receive no written notice within that period, except where the law provides otherwise.

Email info@ronvue.com with your order number, the items concerned, and a description of the problem, together with photos (see Section 3).

We will reply with our decision. If a return is needed, we will send you a return reference number and the return address and instructions. Please do not send any item back before you receive this confirmation.

Ship the item as instructed, with your proof of purchase and return reference number. We recommend a tracked service and keeping your tracking receipt. Return parcels that are untracked or lost in transit are at your own risk, unless the return is due to our error.

When we receive and inspect the item and confirm that it meets this policy, we will process your refund and email you.

Refunds are issued to the original payment method (PayPal or credit card through our payment providers) in the original currency of the order.

We process approved refunds within 10 business days of confirming your claim or receiving your return. Your bank or payment provider may need additional time to show the refund.

Currency exchange differences and bank or card issuer fees are not refunded by us, except where the refund is due to our error.

Orders placed through our online checkout are shipped duties-and-taxes-included, so you should not be charged import duties or taxes on delivery. If a carrier or customs authority nonetheless charges you, please contact us with the documents and we will help you resolve it. For Team & Business Orders, duties and taxes you paid to a customs authority or carrier are refunded only by that authority or carrier; please contact them directly and keep your documents. We will give you any reasonable supporting paperwork we hold.

If you refuse or fail to collect a shipment, we may deduct return and handling costs from any refund, subject to applicable law.

If your tracking shows your order as delivered but you have not received it, or if your order is significantly delayed, please contact us within 7 days of the tracking update so we can investigate with the carrier. If possible, include photos or screenshots (for example, of the tracking record or delivery notice) to help us investigate. Please make sure that your delivery address is complete and accurate. We cannot be responsible for non-delivery caused by an incorrect address.

If you are unhappy with your order, please contact us at info@ronvue.com before opening a payment dispute or chargeback, so that we can try to resolve the issue quickly. This does not limit any right you have under applicable law or under the rules of your card issuer or payment provider.