General Terms:
Wilde Ruby Outfitters maintains the right to update policies as needed, with immediate effect upon publication on www.wilderubyoutfitters.com . Failure to accept the policy implies immediate waiver of using Wilde Ruby Outfitters' services. Users are deemed to accept these rules when using the services. Suppliers are required to publish their own Return & Refund Policy on the product detail page. Wilde Ruby Outfitters' policy shall prevail in case of conflict with supplier's policy.
For after-sales issues, buyers should file a return & refund request within 25 days of the delivery date (except several suppliers whose after-sales period was agreed by Wilde Ruby Outfitters). If the time period of Return & Refund request is exceeded, the supplier reserves the right not to provide any after-sales service.
Before an order is shipped, the buyer has the right to cancel the order by clicking the "request refund" button in Wilde Ruby Outfitters buyer center, or by contacting Wilde Ruby Outfitters customer service. Please note some supplier policies do not accept order cancellations before the order is shipped out. The supplier should agree or reject the cancellation request within 3 business days.
If the supplier cannot fulfill an order within the specified processing time indicated on Wilde Ruby Outfitters' product page, due to reasons like, but not limited to stock shortages, they may cancel and refund the order.
If goods arrive damaged and the buyer provides evidence, the supplier must provide a prepaid return label within 3 business days for returns. Refunds occur upon confirmation of goods in transit.
Wilde Ruby Outfitters does not require suppliers to accept "non-defective remorse returns". The supplier has the right to accept or reject the request as his policy shows on the Wilde Ruby Outfitters product page. Wilde Ruby Outfitters will abide by the supplier's policy under this condition.
If suppliers accept "non-defective remorse returns" and apply a "restocking & repacking fee," this fee cannot exceed 35% of the total order price.
Wilde Ruby Outfitters does not mandate warranty offerings or their handling.
Refund and Redelivery Restrictions:
Refund and redelivery times are restricted, considering supplier or Wilde Ruby Outfitters' policies and agreements. Suppliers must refund within 3 business days or redeliver within 5 business days.
Buyers must provide evidence with after-sales requests. Failure to provide compelling evidence may result in rejection of the request, by Wilde Ruby Outfitters or the Supplier.
Whether the evidence is compelling or not will ultimately be determined by Wilde Ruby Outfitters.
Under Various Circumstances:
Refund Request Timing:
If the supplier fails to accept or reject the refund request within 10 business days, Wilde Ruby Outfitters will refund the order.
2. Goods Returned in Transit
If the package is sent back to the supplier during transit for any reason, and the buyer applies for a refund, the supplier should refund within 3 business days, or if the buyer requests redelivery, the supplier should begin redelivery within 5 business days of the request date.
3. Goods Destroyed in Transit
If the package/goods are destroyed in transit, and buyer has proof from the logistics website such as but not limited to a screenshot from the logistics website that the order was destroyed, the supplier should refund the order within 3 business days of buyer's refund request, or begin redelivery within 5 business days of the request.
4. Wrong Address Information
If the buyer puts wrong address information on an order, the buyer should contact the supplier via "Contact Seller" or contact Wilde Ruby Outfitters customer service to request the supplier update the order with the correct address information.
Please note the address correction or order cancellation are not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods have been delivered to the wrong address, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, the supplier shall refund the order within 3 business days of receiving the goods or if requested, begin redelivery within 5 business days of receiving the goods. Please note buyer will be charged a redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. Defective Products (package breakage/significantly not as described/missing or wrong goods/quality problems)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer should provide a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly). After the buyer files a request to Wilde Ruby Outfitters, the supplier should check the proof and give a response within 3 business days.
If the proof checked by the supplier is not showing the problem clearly and or if the proof checked by Wilde Ruby Outfitters is not showing the problem clearly, the proof is invalid, and the supplier/Wilde Ruby Outfitters has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the supplier/Wilde Ruby Outfitters, the proof checking time shall not more than 3 business days, and if the goods need to be returned to get a refund, the supplier should provide the buyer with a prepaid return label within 3 business days of proof approval, and refund the order when the return shows in transit on the logistics website searched by tracking number buyer uploaded within 3 business days. If the goods needn't be returned, the supplier should refund the order within 3 business days of the refund request.
If proof is valid, and buyer requests redelivery, the supplier should redeliver within 5 business days of proof approval. Please note suppliers have the right to refund order if the redelivery products have no stock, or buyers are able to reorder products when the products are restocked.
6. Logistics Issues
6.1 Invalid tracking information
If Wilde Ruby Outfitters verifies the tracking number is wrong, and the supplier fails to provide the correct one within 4 business days, Wilde Ruby Outfitters will refund the order.
6.2 Untimely Tracking Info Updates
If there is no update of the tracking info for more than 7 business days after label created showing on logistic website, and the buyer applies for a refund, Wilde Ruby Outfitters requires supplier refund order within 3 business days of buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 Too-long In Transit
If the transit time exceeds the estimated delivery time by 10 days or more and the supplier fails to provide any valid updated tracking information, the buyer may apply for a refund. Wilde Ruby Outfitters requires supplier refund order within 3 business days of buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
7. Other
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through wilderubyoutfitters.com/contact-us or contact the supplier through the order's "Contact Message" option to solve the goods or logistics issue.
Wilde Ruby Outfitters will try its best to assist buyers in these special circumstances in a timely manner. After notifying Wilde Ruby Outfitters, Buyers should expect a decision from Wilde Ruby Outfitters on these types of issues no later than two weeks.
8. Attention
Buyers unsatisfied with the solutions offered have the responsibility to open a dispute with Wilde Ruby Outfitters.
