Before the customer buys, it is worth understanding when a return is possible and why we ask for the evidence we ask for. RUVENPET RETAIL SDN BHD 202601027915 (1690011-W) wants the correct product to arrive in good condition, and this page explains what happens when it does not.
1. When a return is possible
Items sold are not exchangeable or refundable. The rule gives way in four situations, each one a failure on our side:
Wrong item — the merchant sent an item other than the one ordered.
Not as described — the item received does not match the specifications, description, features or information advertised on the website.
Arrived damaged — the item was spoiled, damaged or defective upon delivery.
Arrived late — the delivery exceeded the timeline stated in our Shipping Policy.
2. Why we ask for evidence
A parcel passes through several pairs of hands, and proof is what lets us see where things went wrong:
Unboxing video — clear and continuous, showing the unopened parcel, the shipping label, the packaging and the item received.
First-use video — a clear recording of the item being used for the first time, where applicable.
Supporting documents — photographs, order details or anything else we request.
3. How to file the request
The window is short because evidence goes stale quickly:
Where and when — the customer submits the request to our customer support team at ruvenpet.retail@outlook.com within 24 hours of receiving the item.
What we cannot accept — a request made after that 24-hour reporting period, or one made without the required supporting evidence.
To open a return, refund & exchange request, reach us through any of the channels below:
📧 Email: ruvenpet.retail@outlook.com
🏢 Address: NO.10, JALAN M4, TAMAN MERDEKA FASA 2, 75350 MELAKA, MELAKA
🌐 Website: https://ruvenpet-retail.com/contact-us/