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Refund policy
Our Commitment
Ruitoo offers a 30-day return policy, which means you have 30 days from the date of delivery to request a return.
When unpacking your product, please keep the original packaging intact and do not discard it. This will make it easier to process a refund or exchange if a quality issue occurs.
Order Cancellation
Because our order processing is very fast, you must contact us at support@ruitoosports.com within 2 hours of placing your order to request a cancellation.
When contacting us, please include the following information:
1) Your order number
2) Recipient’s name
3) Email address used for the order
If more than two hours have passed since your order was placed, we will not be able to cancel it. Please refer to the Return Policy below for details on how to return your order and request a refund.
Order Processing Fee
If you request to cancel your order after payment has been processed (via credit/debit card or PayPal), Ruitoo will deduct a 5% processing fee from the total transaction amount to cover merchant handling costs.
The refund for a canceled order will be issued for the remaining 95% of the payment amount. This 5% fee is non-refundable.
Returns & Refunds
1. Non-Quality Issues
1) The product must be brand new and unused (odometer reading must be 0 miles to qualify as new).
2) Return requests must be made within 30 days of receiving the product.
3) Buyers will receive a full refund minus the return shipping fee (no restocking fee).
Ruitoo will provide a prepaid return label, and the buyer will be responsible for the return shipping cost:
Return shipping for electric scooters: $99
Once we receive and inspect the returned product (confirming it has not been used and shows no mileage), the refund—minus shipping—will be issued to your original payment method.
Ruitoo does not accept Cash on Delivery (COD) returns.
2. Quality Issues
If your product has a quality issue within 30 days of receipt, you may choose either a free return or an exchange for another electric scooter or e-bike at no additional cost.
Ruitoo will carefully inspect the returned product. If the issue is found not to be a manufacturing defect (for example, user damage or misuse), the buyer will still be responsible for the return shipping fee.
3. Used Products (Mileage ≤ 20 Miles)
1) Return requests must be made within 30 days of delivery.
2) A 50% restocking fee and return shipping fee will apply.
3) The product must be in good physical condition with mileage not exceeding 20 miles.
For non-quality issue returns, buyers will be charged a $99 return shipping fee (non-refundable).
How to Return a Product
If you need to return an item purchased from the Ruitoo website, please contact our customer service team at support@ruitoosports.com before shipping it back.
Provide the following information:
1) Reason for return
2) Valid order number
3) Clear photos and/or videos (required for quality issue returns)
Our support team will respond within 24 business hours (excluding weekends and holidays).
⚠️ Important: If a package is returned without prior authorization and cannot be located in our warehouse, Ruitoo will not be responsible for the loss and no refund will be issued.
Once your return is approved:
1) A prepaid return label will be provided.
2) Refunds will be processed within 1–3 business days after inspection.
3) Exchanges will be processed within 1–2 business days.
4) Repairs typically take 7–14 business days.
Exchange Policy
Exchanges are accepted within 30 days of purchase:
1) Unopened/Unused products: Free exchange, no additional charges.
2) Used products (no quality issue): 15% restocking fee applies.
3) Used products (quality issue): Ruitoo covers all shipping costs.
Replacement products will be shipped 1–2 business days after we receive your return.
High-Risk Orders
To protect your transaction and prevent fraud, Ruitoo may flag an order as “high-risk” for unusual activity.
If your order is flagged, we may ask you to provide payment verification details or a billing statement code.
Orders will not ship until verification is complete.
If you do not provide the requested information within 3 business days, your order will be canceled and a 5% transaction fee will be charged. The remaining 95% will be refunded to your original payment method.
Warranty & Repairs
Products under warranty but used for more than 6 months must be returned to our U.S. warehouse for inspection and repair.
Customers are responsible for a $99 return shipping fee.
Important Notes
1) Normal wear and tear or accidental damage during use are not covered under warranty.
2) Damage caused by misuse or improper operation will void the warranty. In such cases, Ruitoo will not offer compensation. Replacement parts can be purchased separately (parts + shipping).
3) If you ordered the wrong product, Ruitoo can assist with an exchange, but you will be responsible for return shipping costs.
4) Please confirm your shipping address before payment. Address changes are free before shipment, but cannot be made after the order has shipped. Ruitoo is not responsible for packages lost due to incorrect address information.
5) Accessories are non-returnable and non-refundable. If an accessory is missing or damaged, Ruitoo will provide a replacement or a partial refund.
6) All returns and exchanges will be processed within 10 business days after we receive your item.
If you have any questions, please contact us and follow our warranty process:
For returns, exchanges, or refunds, please email support@ruitoosports.com with your order number, a detailed explanation of the reason for return, and product photos or videos.
Once your request is approved, you may return the item to our US repair center and request a tracking number for your return shipment.