Returns and Refund Policy

Last Updated: July 17, 2025

1. Overview

At Ruhunu Scale, we stand behind the quality of our weighing scales and equipment. This policy outlines our commitment to customer satisfaction through our warranty program and return policy.

2. Warranty Coverage

2.1 Standard Warranty Period

All weighing scales and equipment purchased from Ruhunu Scale come with a 1-year manufacturer warranty from the date of purchase.

2.2 Warranty Coverage Includes

Manufacturing defects in materials and workmanship
Electrical component failures under normal use
Calibration issues arising from manufacturing faults
Display malfunctions not caused by physical damage
Mechanical failures during normal operation

2.3 Warranty Exclusions

The warranty does not cover:

Damage due to misuse, abuse, or negligence
Normal wear and tear
Damage from accidents, drops, or impacts
Water damage or exposure to extreme conditions
Unauthorized repairs or modifications
Damage from power surges or electrical issues
Commercial overuse beyond equipment specifications
Consumable parts (batteries, cables, etc.)

3. Returns Policy

3.1 Return Period

You may return eligible items within 14 days of delivery for a full refund, provided the conditions below are met.

3.2 Eligible Items for Return

Unopened items in original packaging
Items with all accessories, manuals, and documentation
Items in unused, resalable condition
Items with original purchase receipt or order confirmation

3.3 Non-Returnable Items

Customized or specially ordered scales
Items damaged by customer use
Items without original packaging
Items returned after the 14-day period
Consumable accessories (batteries, adapters)

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact our customer service within 14 days of delivery
Provide your order number and reason for return
Receive a Return Authorization (RA) number
Package the item securely with all original components

4.2 Return Shipping

Customer is responsible for return shipping costs unless the item is defective
We recommend using a trackable shipping method
Items must be received within 7 days of receiving RA number
Risk of loss during return shipping is borne by the customer

4.3 Return Address

Returns must be sent to: Ruhunu Scale Returns Department [Your business address] Return Authorization #: [RA Number]

5. Refund Process

5.1 Refund Timeline

Refunds will be processed within 5-7 business days after we receive and inspect the returned item
Refunds will be issued to the original payment method
Bank processing times may vary (typically 3-10 business days)

5.2 Refund Amount

Full purchase price for items returned in original condition
Shipping charges are non-refundable (except for defective items)
Return shipping costs are deducted from refund (unless item is defective)

5.3 Inspection Process

All returned items are inspected to verify:

Item condition matches return eligibility requirements
All original components are included
No signs of misuse or damage

6. Exchanges

6.1 Exchange Policy

Exchanges are accepted within 14 days of delivery
Available for different models or sizes (subject to price adjustment)
Customer pays shipping costs for exchanges
Same eligibility requirements as returns apply

6.2 Exchange Process

Contact customer service to arrange exchange
Receive Exchange Authorization (EA) number
Ship original item with EA number
New item will be shipped upon receipt and inspection

7. Warranty Claims

7.1 Making a Warranty Claim

To make a warranty claim:

Contact our customer service team
Provide purchase date and order number
Describe the issue in detail
Provide photos or videos if requested
Receive a Warranty Claim (WC) number

7.2 Warranty Resolution Options

Depending on the issue, we may offer:

Repair: Free repair of the defective item
Replacement: Exchange for a new or refurbished unit
Refund: Full refund if repair/replacement isn’t possible

7.3 Warranty Service Timeline

Initial response within 24-48 hours
Resolution within 7-14 business days
Expedited service available for commercial customers

8. Defective Items

8.1 Defective on Arrival

If your item arrives defective:

Contact us immediately (within 3 days of delivery)
We will arrange pickup or provide return shipping label
Full refund or replacement at no cost to customer
Expedited replacement available

8.2 Defective During Warranty Period

For items that become defective during warranty:

Warranty claim process applies
Free repair or replacement
We cover all shipping costs for warranty repairs

9. Commercial and Bulk Orders

9.1 Special Considerations

Extended return periods may be available for bulk orders
On-site service options for commercial customers
Flexible exchange policies for large quantities
Contact us for customized return arrangements

10. Restocking Fee

10.1 When Applied

A 15% restocking fee may apply to:

Special orders or custom configurations
Items returned without original packaging
Items showing signs of use beyond testing
Returns after 14-day period (at our discretion)

11. Contact Information

For returns, warranty claims, or questions about this policy:

Ruhunu Scale Customer Service

Email: ruhunuscale@gmail.com
Phone: 041 22 88 333
Address: No 26, New Shopping Complex, Kirinda, Puhulwella
Website: https://ruhunuscale.lk

12. Force Majeure

Returns and warranty service may be delayed due to circumstances beyond our control, including natural disasters, strikes, or government restrictions.

13. Policy Updates

This policy may be updated periodically. Changes will be posted on our website and will apply to purchases made after the update date.

14. Governing Law

This policy is governed by the laws of Sri Lanka. Any disputes will be resolved through the courts of Sri Lanka.

15. Consumer Rights

This policy does not affect your statutory rights as a consumer under Sri Lankan law. In case of conflict between this policy and consumer protection laws, the laws of Sri Lanka will prevail.