Returns and Refunds


We hope that you enjoy the purchases you make from Ru Medical Ltd. However, if you wish to return an item in accordance with our Returns Policy.

How to Return an Item

Customers may return items purchased from Ru Medical Ltd under our Returns Policy in accordance with the following terms:

  • Returns made under this Returns Policy must be made within 14 days of delivery of an item.
  • Items to be returned must:
  • Items to be returned must be in new and unused condition. The box must remain unopened and the ‘void if broken’ seal must not be removed or tampered with. Since our product is designed to be in intimate contact with the skin, we will not be able to accept a return if the packaging box is opened.
  • Returned Product(s) must be in good physical condition (not physically broken or damaged).
  • All accessories and packaging originally included with your purchase, including the barcode (located on the product box), must be included with your return.
  • To start the returns process, you should utilize our online returns portal, accessible here:

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s):

  • Taking into account any discounts that were applied at the time of purchase.
  • Exclusive of any shipping costs paid.

Processing Returns

Once we have received an item you wish to return:

  • We will check the item you have returned within, wherever possible, 30 days.
  • If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:
  • We will let you know that your return has been received and accepted.
  • You will receive a refund via your original payment method, usually within 45 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be delivered to you within our usual delivery timeframes.
  • If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
  • We will let you know why your return has not been accepted.
  • You will have the option to take the item back (note that you may be required to pay for shipping if necessary).


If you wish to exchange an item purchased for another item (e.g. the same product in a different color), you should return the purchased item as usual within 14 days of delivery of the item and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:

  • If the requested exchange is possible, we will send the new item to you once the item being returned has been received.
  • If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), and the returned item qualifies under our return policy, we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.
  • A Customer’s Statutory Rights

    The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way.

    A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).

    Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

    See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms and Conditions online here:

    If you have any questions about our Return Policy you can contact us in the following ways:

    ▪ Use the contact form under the Contact Us section.

    ▪ Write to us at Ru Medical, Ahead Studio, 9th Floor Becket House, 1 Lambeth Palace Road, London, United Kingdom, NW10 7GP.

    Copyright © 2024, Ru Medical Ltd., All Rights Reserved.

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