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:

  1. Contact our customer service within 14 days of delivery
  2. Provide your order number and reason for return
  3. Receive a Return Authorization (RA) number
  4. 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

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

7. Warranty Claims

7.1 Making a Warranty Claim

To make a warranty claim:

  1. Contact our customer service team
  2. Provide purchase date and order number
  3. Describe the issue in detail
  4. Provide photos or videos if requested
  5. 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.