At Ruzentoz, we want you to feel confident about every hobo bag and bucket bag you order from us. This policy outlines how returns, exchanges, and refunds work for purchases made through https://ruzentoz.shop/.

1. Return Window

You have 30 calendar days from the date of delivery to request a return or exchange.

To stay within this window:

  • Your return request must be submitted within 30 days of delivery.
  • Once we approve your request and send return instructions, please ship the item back within the timeframe we provide.
  • All returns are handled by mail. We don’t currently accept in-person or in-store returns.

Requests submitted after the 30-day window may not be eligible, except where local law says otherwise.

2. What Qualifies for Return

To be accepted back, your bag should be:

  • Unused and in the same condition you received it
  • In its original packaging
  • Complete with any tags, dust bags, or accessories it came with
  • Accompanied by your order number or proof of purchase
  • Packed securely enough to survive the trip back to us

Bags that show wear, damage from misuse, or missing components may not qualify for a refund. If your item arrived damaged, defective, or wasn’t what you ordered, these condition requirements are handled differently, as explained below.

3. Received a Damaged, Defective, or Incorrect Item?

Let us know within the 30-day return period by emailing support@ruzentoz.shop. To help us resolve it quickly, please include:

  • Your order number
  • A short description of the issue
  • Clear photos of the bag
  • Photos of the packaging, if relevant

Once we’ve reviewed your request, we’ll send you return instructions. Please hold off on shipping anything back until you hear from us.

4. Change of Mind or Ordered the Wrong Item

If you’d simply like to return a bag because it wasn’t the right fit, color, or style for you, that’s fine too. In these cases:

  • You’re responsible for arranging and covering the cost of return shipping.
  • Any original shipping charges are non-refundable.
  • We recommend using a trackable shipping method, since we can’t take responsibility for return packages that get lost or damaged in transit.

5. How Returns Work

Every return starts with a quick email:

  1. Email support@ruzentoz.shop with your order number and the reason for your return.
  2. Attach photos if the item arrived damaged, defective, or incorrect.
  3. Our team typically responds within one business day.
  4. Once approved, we’ll send you the return address and any instructions you need to follow.
  5. Pack the bag securely and ship it back using the details we provide.

As the customer, you’ll handle the cost and arrangement of return shipping in all cases. Please don’t send anything to our office address unless we’ve specifically asked you to — we can’t guarantee unauthorized returns will be processed.

6. Restocking Fee

We don’t charge a restocking fee on any approved return.

7. Items That Can’t Be Returned

A few exceptions apply to our standard return policy:

  • Personalized or custom-made bags
  • Items marked “Final Sale” at the time of purchase
  • Products damaged due to misuse after delivery
  • Returns missing their original packaging or accessories

This doesn’t affect your right to return an item that arrived damaged, defective, or incorrect.

8. Exchanges

We’re happy to exchange a bag for a different color, style, or size, as long as your request falls within the 30-day return window.

To request an exchange:

  1. Email us at support@ruzentoz.shop with your order number and what you’d like to exchange it for.
  2. We’ll confirm availability and walk you through the process.
  3. Once we receive and inspect your original item, we’ll process the exchange or, if the replacement isn’t available, work with you on alternative options such as a refund.

9. Return Inspection

Once your returned bag reaches us, our team will take a look and confirm whether your refund or exchange has been:

  • Approved
  • Partially approved, if applicable, with an explanation
  • Declined, if the item doesn’t meet the conditions above

We’ll follow up by email either way.

10. How Refunds Are Issued

Approved refunds are sent back to the original payment method used for your purchase. We’re not able to issue refunds via cash, bank transfer, or any method other than the card or payment account used at checkout.

For change-of-mind returns, your refund will typically cover the product price and any applicable sales tax, minus original shipping costs. For damaged, defective, or incorrect items, your refund will include the product price, applicable sales tax, and any shipping charges you originally paid.

11. Refund Timing

Once we’ve received and approved your return, we’ll issue your refund within 7 business days. From there, your bank or card provider may need a little extra time to post the funds to your account, depending on their own processing schedules.

12. Cancelling an Order

Need to cancel? Reach out as soon as possible. Once an order has moved into processing or has already shipped, we may not be able to stop it. If your cancellation is successful before that point, your refund will be issued to the original payment method.

13. Payment Disputes

If something doesn’t go as expected with your order, we’d appreciate the chance to make it right first — just email our support team. This policy doesn’t limit any additional rights you may have under your card issuer’s or bank’s dispute procedures.

Contact Information

  • Business Name: Ruzentoz
  • Business Address: 145 W 4th St, New York, NY 10012, USA
  • Email: support@ruzentoz.shop
  • Phone: +1 (212) 662-2006
  • Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (Eastern Time). Closed Saturday and Sunday.