Warranty and Guarantee Policy

At ruvvie, we care about the quality, condition, and completeness of the toy products offered through our online store. This Warranty and Guarantee Policy explains the support that may be available if a product arrives damaged, defective, incorrect, incomplete, or materially different from what was ordered.

ruvvie currently offers toys across three primary collections:

• Plush and Soft Toys

• Educational and Learning Toys

• Outdoor and Active Play Toys

This policy should be read together with our Return and Refund Policy, Shipping Policy, Privacy Policy, and Terms and Conditions.

Our Quality Commitment

We make reasonable efforts to ensure that products sold through ruvvie are accurately described, appropriately packaged, and supplied in suitable condition.

Our product range includes plush toys, stuffed animals, educational games, building blocks, puzzle sets, remote-control toys, outdoor play gear, action figures, board games, and other toys within our three primary categories.

Because toys may contain different materials, fabrics, plastics, electronic components, wooden parts, packaging details, or individual accessories, minor manufacturing variations may occasionally occur. These may include slight differences in:

• Color tone or fabric dye lots

• Surface finish or printed details

• Texture or stitching patterns

• Component alignment or assembly fit

• Packaging presentation

• Minor manufacturing marks

Minor variations that do not materially affect the intended function, play value, or normal use of the toy do not necessarily indicate a defect. Product characteristics vary by item. Please review the applicable product page for individual specifications and product information.

Damaged, Defective, Incorrect, or Incomplete Products

If your order arrives with an issue such as:

• Damage during delivery

• Broken or visibly damaged parts

• Missing pieces, hardware, accessories, or building blocks

• Incorrect components or wrong toy model supplied

• An incorrect quantity

• A toy that does not function as reasonably described (e.g., electronic or mechanical failure on arrival)

• Damaged packaging that has materially affected the product

• A product materially different from what was ordered

Please contact our Customer Support Team as soon as reasonably possible after delivery.

To help us review your request, please provide:

• Order number

• Email address used during checkout

• Product name

• A brief description of the issue

• Clear photos or videos of the affected product

• Photos showing damaged or missing parts, where applicable

• Photos of the product packaging

• Photos of the outer shipping package, where relevant

• A photo of the shipping label, where applicable

Please keep the affected product, included parts, accessories, and packaging until our team has completed the review.

Available Resolutions

Once your request has been reviewed and the issue has been confirmed, ruvvie may provide an appropriate resolution depending on the circumstances. Available resolutions may include:

• Replacement of the affected product

• Replacement of a missing or damaged part, where available

• Reshipment of an incorrect or missing item

• Refund to the original payment method

• Partial refund where appropriate

• Another reasonable remedy required by applicable law

The appropriate resolution may depend on the nature of the issue, product condition, availability of replacement products or components, order circumstances, and applicable consumer protection requirements.

Toy Collections & Specific Quality Guidelines

Plush and Soft Toys

Our Plush and Soft Toys collection may include stuffed animals, plush companions, security blankets, soft dolls, and interactive plush toys. Quality-related concerns may include:

• Significant tears, ripped seams, or embroidery flaws present on delivery

• Incorrect size, character, or style supplied

• Missing detachable accessories or clothing items

• Material defects that materially affect normal use or safety

Educational and Learning Toys

Our Educational and Learning Toys collection may include building blocks, puzzle sets, sorting toys, counting games, STEM kits, and wooden learning toys. Quality-related concerns may include:

• Broken or splintered wooden blocks or pieces

• Missing blocks, puzzle pieces, or essential structural components

• Defective interlocking mechanisms that prevent proper assembly

• Incorrect sets or missing instruction manuals

Outdoor and Active Play Toys

Our Outdoor and Active Play Toys collection may include ride-on toys, sports sets, water toys, flying discs, and active play equipment. Quality-related concerns may include:

• Broken structural frames, wheels, or handles on delivery

• Missing safety straps, screws, or assembly hardware

• Functional failure of mechanical or electronic moving parts on arrival

• Damaged components that prevent safe operation

Missing Parts or Components

Some toys sold by ruvvie contain multiple individual pieces, blocks, accessories, or instruction manuals. If a product arrives with a missing component, please contact us and provide your order number, product name, a description of the missing piece, and photos of the received items when helpful.

Where possible, we will review whether the issue can be resolved through replacement of the affected or missing part without requiring the entire product to be returned.

What Is Not Generally Covered

Subject to applicable law, this Warranty and Guarantee Policy does not generally cover:

• Minor cosmetic or manufacturing variations that do not materially affect normal play or use

• Normal wear and tear resulting from regular use or active play

• Damage caused after delivery through misuse, rough handling, or accidental drops

• Damage caused by incorrect assembly, setup, or failure to follow instructions

• Missing pieces, parts, or accessories lost after delivery

• Products that have been materially altered or modified

• Damage resulting from unsuitable storage or exposure to extreme weather/moisture (unless specified as waterproof)

• Damage caused by batteries, chargers, or accessories not specified or supplied for the product

• Products purchased from unauthorized third-party sellers

• Personal preference regarding color, design, character appearance, or style where the product is otherwise as described

Product Use and Care

Products purchased from ruvvie should be used according to the information and instructions supplied with the individual toy.

• Always review age recommendations, safety warnings, and user instructions before giving toys to children.

• Assembled toys (such as ride-ons or complex playsets) should be put together strictly following the included setup guidance.

• Electronic or motorized toys should only be operated with the recommended battery types, power specifications, and compatible components.

Product Appearance and Individual Use

Product photographs are intended to represent the general appearance of the applicable item. Minor differences may occur because of display settings, studio lighting, manufacturing dye lots, and material textures. ruvvie does not guarantee that every product will appear identical under all lighting conditions or on every screen.

How to Submit a Warranty Request

1. Contact Us: Email our Customer Support Team at service@ruvvie.com.

2. Include Your Order Information: Provide your order number, the email address used during checkout, and the product name.

3. Describe the Issue: Explain the problem clearly and include supporting photos or videos where applicable. For multi-piece toys, specify which piece or part is missing or damaged.

4. Wait for Review: Our team will review your submission and contact you regarding next steps. Please do not return any product before receiving return instructions from our team.

Return Shipping & Refunds

If ruvvie confirms that a product was damaged, defective, incomplete, or incorrectly supplied due to an fulfillment issue, we will provide appropriate return instructions and cover necessary arrangements. For other return requests, eligibility is handled according to our Return and Refund Policy. Please do not send products to our registered address unless specifically instructed.

Where a refund is approved, it will generally be issued to the original payment method. Processing times depend on your payment provider, bank, or financial institution.

Consumer Rights

This Warranty and Guarantee Policy is provided in addition to any rights you may have under applicable consumer protection laws. Where applicable law provides additional mandatory rights relating to defective, damaged, incorrect, or non-conforming goods, those rights will continue to apply.

Company Information

• Brand: ruvvie

• Website: ruvvie.com

• Registered Address: 580 Choi Yuen Road, Sheung Shui, North District, Hong Kong

• Customer Support Email: service@ruvvie.com

ruvvie.com is owned and operated for the online store, customer service, order coordination, and related e-commerce activities.