Refund and Returns Policy

At Rubyinstar, we want you to shop with confidence. If you’re not satisfied with your purchase for any reason, we offer a clear and customer-friendly return process for most items sold on our website.

30-Day Easy Returns

You have 30 days from the day you receive your order to request a return for most items. To be eligible, items must be unused, uninstalled (not mounted on rims), in original condition, and returned with all original packaging, tags/labels, manuals, accessories, and included parts. Items should be packed securely to prevent damage during return shipping.

Restocking Fee: $0 — we do not charge restocking fees for eligible returns.

Return Policy Overview

Return Window: 30 days from the day you receive your order.
Condition: Items must be unused, uninstalled, in original condition, and returned with original packaging, tags/labels, accessories, manuals, and parts.
Easy Returns: Our support team will assist you through the process from return approval to refund confirmation.
Restocking Fee: $0 — we do not charge any restocking fees for eligible returns.

Return Costs

For Defective or Incorrect Products: No cost to the customer We cover return shipping (or provide a prepaid label) if:

You received the wrong item (e.g., wrong tire size or model),
The item arrived damaged due to the carrier,
The item is defective, missing essential parts, or not functioning as intended.

We may request photos/videos of the item and packaging to help resolve the issue quickly.

For Customer Remorse (Change of Mind): The customer pays the actual return shipping cost The customer pays the actual return shipping cost when:

You ordered the wrong item, it doesn’t fit your vehicle, or it doesn’t match your preference,
You no longer want the item,
You made a mistake in selecting size/color/model/compatibility.

Original shipping costs are non-refundable.

Common Return Scenarios

Order Cancellations (After Ordering) You may request an order cancellation within 9 hours after placing the order, as long as the order has not been processed or shipped. Once an order has been shipped, it can no longer be canceled; you may request a return after delivery in accordance with this policy.

Damaged on Arrival If your order arrives damaged, please contact us within 30 days of delivery and include photos of the item and the packaging (shipping label included). We will help with a replacement or refund at no cost to you.

Wrong Product / Missing Items If you received the wrong product or your order is missing items/parts, please contact us within 30 days of delivery. We may request photos for verification.

Never Arrived / Lost Packages If your package shows no tracking updates for an extended period or is marked “Delivered” but you did not receive it, please contact us within 30 days of the delivery date/tracking status. We will investigate with the carrier and, if confirmed lost or misdelivered, we will arrange a replacement or refund as appropriate.

How to Return an Item

Contact Us: Please email us at [email protected] with your order number and reason for return.
Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags/labels, manuals, and documents.
Send It Back: Ship your return using the instructions provided in your return authorization email.
Return Authorization Required: Please do not send items back without first receiving return approval/authorization. Return instructions and the return shipping address will be provided in the return authorization email after we review your request.

What to include in your request: Order number, the email used at checkout, item(s) you want to return, reason for return, and photos/video if the item is damaged/defective.

Refund Process

Inspection: Once we receive your return, we’ll inspect the item to ensure it meets our return criteria (especially that tires have not been mounted).
Refund Timing: After approval, your refund will be processed to the original payment method. It typically takes up to 7 days for the refund to appear, depending on your bank or payment provider.
Refund Method: Approved refunds are issued to the original payment method whenever possible.

Exchanges

If you would like to exchange an item for a different size or model, please contact our support at [email protected]. Exchanges are subject to stock availability. In some cases, the fastest option is to return the original item for a refund and place a new order.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, some items are not eligible for return:

Items marked Final Sale / Non-Returnable
Tires that have been mounted on rims or driven on
Items that have been used, installed, assembled, modified, or damaged after delivery
Items missing original packaging, serial number labels, accessories, or manuals

Contact Information

Store Name: Rubyinstar
Address: 12345
Email: [email protected]
Phone: 00000
Customer Service Hours: Monday-Friday, 9:00 AM – 5:00 PM (GMT+7)
Response Time: We aim to reply within 1 business day.