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Refund policy

RUH – Return, Refund & Exchange Policy

At RUH, we take great pride in the quality and craftsmanship of every piece. Each garment is made with care to reflect elegance, comfort, and attention to detail.

However, if for any reason you are not completely satisfied with your purchase, we offer a structured return, refund, and exchange process under the terms below.

1. Quality Control

Before dispatch, every item undergoes a strict inspection by our Quality Control Department to ensure there are no defects, damages, or errors.
Only garments that meet our quality standards are approved for shipment.

2. Return & Exchange Window

Return or exchange requests must be submitted within 7 days of delivery.
Requests made after this period will not be accepted.

3. Eligibility Conditions

To qualify for a return or exchange, ALL conditions must be met:

  • Item must be unused, unworn, unwashed, and undamaged

  • All original tags, labels, and packaging must remain intact

  • Item must be in resalable condition

  • Security tag/strap (if present) must remain fully intact

If the security tag is removed, broken, or tampered with, the item becomes non-returnable under any circumstances.

4. Non-Returnable Items

The following items cannot be returned, exchanged, or refunded:

  • Customized or made-to-order items

  • Made-to-measure garments

  • Sale or discounted items

  • Items with removed/damaged security tag

  • Used, worn, washed, altered, or damaged items

  • Items returned outside the return window

5. Exchange Policy

Exchanges are allowed only if the item does not fit the intended size.

  • Exchange request must be submitted within 7 days of delivery

  • Contact: info@ruh.ms

  • Exchanges depend on stock availability

  • Exchange is processed only after inspection and approval of the returned item

  • Refunds are not offered for exchange requests

6. Refund Method & Timeline

Approved refunds are issued as a digital gift card (store credit) sent to the customer’s registered email address.

Gift Card Terms

  • Can be used anytime on the RUH online store

  • No expiry date

  • Non-transferable and non-cashable

  • Can be used partially or fully

Refund Calculation

Item Price – Return Shipping Fee (AED 50 UAE / AED 120 International)

Gift cards are issued only after inspection approval.

Processing time: 7–14 business days after approval

Refunds are not issued to the original payment method, except for eligible order cancellations made within 1 hour of purchase.

7. Return Shipping Fees

Customers are responsible for return shipping costs.

Flat deduction from refund:

  • UAE: AED 50

  • International: AED 120

Original shipping charges are non-refundable.

8. Damaged or Incorrect Items

If you receive a damaged or incorrect item:

  • Contact us within 48 hours of delivery

  • Provide clear photos and order details

  • Item must remain unused and in original condition

RUH reserves the right to inspect and reject claims if damage is caused after delivery or due to misuse.

9. Inspection & Approval

All returned items undergo quality inspection.

Return/refund/exchange is approved only if:

  • Item is unused and unworn

  • Security tag is intact

  • Packaging is complete and undamaged

If the item fails inspection, it will be rejected and returned to the customer at their expense.

10. Right to Refuse Returns

RUH reserves the right to:

  • Reject returns not meeting policy conditions

  • Monitor return behavior

  • Refuse future returns/orders in case of excessive or suspicious activity

11. How to Request a Return

  1. Log in to your RUH account at https://ruh.ms/

  2. Go to Orders

  3. Select the order

  4. Click Request Return

  5. Submit reason and images (if required)

Our team will respond with further instructions.

12. Contact

Brand: RUH
Email: info@ruh.ms
Website: https://ruh.ms/