Refund policy

Effective date: October 5, 2026

1. Scope and Consumer Rights

This Return & Refund Policy (the “Policy”) applies to purchases of physical goods made directly from RITULAR (the “Store,” “we,” “us,” or “our”) through ritular.com. By placing an order, you agree that returns, refunds, replacements, cancellations, and related remedies will be handled under this Policy, subject always to any rights that cannot legally be waived or limited under applicable consumer-protection law.

This Policy is intended primarily for customers in the United States. Customers in other jurisdictions may have additional mandatory rights. Where applicable law gives you greater rights than this Policy, those rights control.

2. Change-of-Mind Returns

You may request a return for a non-defective product within 14 calendar days after the date the carrier records the order as delivered, provided that all eligibility conditions below are satisfied.

• You contact us at ritular.brand@gmail.com before sending the product back and receive a written Return Authorization (“RMA”).
• The product is new, unused, unmodified, and in resalable condition. For coffee grinders and similar products, grinding coffee or other material constitutes use.
• The product contains no coffee grounds, residue, odor, staining, scratching, impact marks, water exposure, or other signs of use beyond reasonable visual inspection.
• All original parts, accessories, manuals, inserts, protective materials, serial-number labels, and packaging are included and intact.
• You provide valid proof of purchase and the order number.
• The return is shipped within 7 calendar days after we issue the RMA, unless we approve a different deadline in writing.

A return that does not satisfy these conditions may be refused or may be subject to a reasonable reduction in the refund to reflect diminished value, missing components, cleaning, testing, repackaging, or other direct loss caused by the condition of the returned product, to the extent permitted by applicable law.

3. Return Authorization and Return Address

Do not send a product back until you have received an RMA and the authorized return address from us. The authorized return address may differ depending on your location, the product, inventory-routing needs, or the warehouse handling the return.

Do not return products to the manufacturer, supplier, shipping origin, address printed on the parcel, or any other address unless we specifically authorize that address in writing. Unauthorized returns may be rejected, delayed, or returned to sender, and we are not responsible for loss, delay, or additional costs caused by sending a product to an unauthorized address.

This process allows us to route eligible returns to an appropriate local or regional return facility when available, including a third-party logistics or fulfillment facility.

4. Return Shipping and Risk of Loss

For an approved change-of-mind return, the customer is responsible for return shipping costs. We strongly recommend using a trackable shipping method and retaining the shipping receipt and tracking number.

Risk of loss or damage during return transit remains with the customer until the returned product is received at the authorized return facility. We are not responsible for returns that are lost, misdirected, damaged in transit, or sent without adequate tracking, except where applicable law provides otherwise.

If the return is required because we verified that the product was materially defective, materially damaged before or during delivery, or the wrong item was sent, we may provide a prepaid return label or reimburse reasonable standard return-shipping costs, depending on the circumstances and applicable law.

5. Inspection and Refund Amount

All returned products are subject to inspection. We generally complete inspection within 5 business days after the authorized return facility records receipt.

If approved, the refund will be issued to the original payment method. We generally initiate an approved refund within 7 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the credit.

Original shipping, expedited shipping, delivery, insurance, and similar charges are non-refundable on change-of-mind returns, except where required by law or where the return results from our verified error.

Diminished-value deduction. Where permitted by law, we may deduct a reasonable amount from the refund, up to 20% of the product purchase price, when the product shows handling or use beyond what is reasonably necessary to inspect it, or when packaging, accessories, manuals, inserts, or other components are missing or materially damaged. This deduction does not apply to a verified defect or seller error unless the customer caused additional damage unrelated to the defect.

6. Defective, Damaged, Incorrect, or Incomplete Orders

If your order arrives damaged, contains the wrong product, is missing a material component, or appears defective, contact us promptly at ritular.brand@gmail.com. For visible shipping damage, incorrect items, or missing components, please contact us within 7 calendar days after delivery so that we can investigate while carrier and fulfillment records remain available.

We may request photographs, video, packaging images, shipping labels, serial numbers, or other reasonable evidence needed to verify the issue. Failure to provide reasonably requested evidence may delay or prevent a discretionary remedy where the claim cannot otherwise be verified, but does not eliminate any non-waivable legal rights.

After verification, and depending on the circumstances and applicable law, we may offer one or more of the following: replacement, replacement parts, repair, partial refund, full refund, or another appropriate remedy.

A refund without a physical return is never automatic. If we decide that returning the item is unnecessary or commercially unreasonable, we may expressly authorize a returnless refund or replacement in writing. Unless we provide that written authorization, the customer must follow the return instructions we provide.

7. Non-Returnable or Ineligible Items

Unless required by applicable law, we do not accept change-of-mind returns for:

• Products that have been used, modified, disassembled, altered, or damaged after delivery.
• Products with coffee grounds, residue, odors, stains, scratches, moisture exposure, or other evidence of use.
• Products missing material components, accessories, serial-number labels, or substantial original packaging.
• Products marked “Final Sale,” “Clearance,” “As-Is,” or otherwise expressly identified as non-returnable before purchase.
• Personalized, custom-made, or specially configured products.
• Consumable goods, food items, gift cards, downloadable products, or other items that cannot reasonably be resold, if offered by the Store.
• Items returned outside the authorized return period or without an RMA, except where mandatory law requires otherwise.

8. Order Cancellations

You may request cancellation before the order has entered fulfillment. We will make reasonable efforts to cancel the order, but cancellation is not guaranteed once processing, picking, packing, label creation, or handoff to a carrier has begun.

Once an order has been shipped or tendered to a carrier, it generally cannot be cancelled and must instead follow the applicable return procedure after delivery.

Nothing in this section limits any cancellation or refund right that applies when we cannot ship within a promised or legally required timeframe.

9. Shipping Delays and Non-Shipment

We aim to ship orders within the timeframe stated at checkout or in our Shipping Policy. If we become unable to ship within the promised timeframe, we will provide any delay notice, revised shipping information, cancellation option, and prompt refund required by applicable law.

If we determine that an order cannot be fulfilled, we may cancel it and issue a full refund to the original payment method.

10. Refused Delivery, Incorrect Address, and Unclaimed Packages

The customer is responsible for providing a complete and accurate delivery address and for reasonably cooperating with carrier delivery requirements.

If a package is returned because delivery was refused without our prior authorization, the address was incorrect or incomplete, the package was not collected, or delivery failed for reasons attributable to the customer, we may treat the order as a change-of-mind return after the package is received and inspected. Any refund may exclude non-refundable shipping or carrier charges and may be subject to other deductions permitted under this Policy and applicable law.

11. Packages Marked Delivered but Not Received

If tracking shows an order as delivered but you cannot locate it, contact us promptly. We may ask you to verify the shipping address, check with household members, neighbors, building staff, and the carrier, and cooperate with a carrier trace or other reasonable investigation.

Where appropriate, we may require documentation reasonably necessary to investigate suspected theft, misdelivery, or fraud. If the carrier or our investigation confirms that the shipment was lost or misdelivered before completion of delivery, we will provide the remedy required by applicable law and may offer reshipment or refund.

12. Bundles, Promotional Discounts, and Free Gifts

If products were purchased as a bundle or under a multi-item promotion, all components of the bundle must normally be returned to receive the full bundle refund. If we approve a partial return, the refund may be recalculated using the regular standalone price of the items kept by the customer, which may reduce the refundable amount.

Any free gift, bonus item, or promotional accessory associated with a returned purchase must also be returned in eligible condition. If it is not returned, we may deduct its stated or reasonable retail value from the refund, where permitted by law.

13. Exchanges and Replacements

We do not guarantee direct exchanges for change-of-mind returns. The fastest option is usually to return the eligible item under this Policy and place a new order. Verified defective or incorrect items may be replaced directly at our discretion and subject to applicable law.

14. Return Abuse, Fraud, and Repeated Claims

We reserve the right, to the extent permitted by law, to refuse discretionary returns, require additional verification, restrict future purchases, or close customer accounts where we reasonably identify patterns of return abuse, materially false claims, altered evidence, serial-number mismatches, repeated claims of non-delivery inconsistent with carrier records, or other fraudulent or abusive conduct.

This section does not limit any remedy or consumer right that cannot legally be waived.

15. Chargebacks and Payment Disputes

We encourage customers to contact us first so we can attempt to resolve an issue promptly. If a payment dispute or chargeback has already been opened for the same transaction, we may pause a voluntary duplicate refund while the payment provider or card issuer resolves the dispute, in order to avoid duplicate reimbursement.

Nothing in this Policy restricts any right you may have under applicable law or your cardholder agreement to dispute a charge.

16. Policy Disclosure and Changes

The version of this Policy displayed on the Store at the time of purchase applies to that order, unless a later version provides greater rights or applicable law requires otherwise. We may update this Policy prospectively from time to time.

This Policy should be read together with our Shipping Policy, Terms & Conditions, and Privacy Policy.

17. Contact Us

For any return, refund, replacement, or cancellation request, contact:

RITULAR
Operated by Individual Entrepreneur Egor Lariushkin
Identification number: 306573286 (registered by the LEPL National Agency of Public Registry, Georgia)
Legal address: Police I Lane N5, Floor 1, N4, Samgori District, Tbilisi, Georgia
Email: ritular.brand@gmail.com
Website: ritular.com