Refund policy

Scope and Purpose

This Return & Refund Policy applies to all purchases made through the RUWAZ website.

Contact Information

If you have any questions regarding returns or refunds, please contact our customer support.

Return Period

You may request a return within 30 days of receiving your order.

Return Instructions

  • To request a return, please contact us at contact@ruwaz.com and include your order number along with the reason for your return.
  • Once your request has been reviewed, we will provide you with the instructions needed to complete the return.
  • Returned items must:
    1. Be unworn and unwashed.
    2. Be in their original condition.
    3. Include all original tags, packaging, and any accessories received.

Return Shipping Costs

  • Defective Products or Order Errors : If you receive a defective item or we have made an error with your order, the return shipping costs will be covered by RUWAZ.
  • Change of Mind : If you wish to return an item because you've changed your mind, return shipping costs are the responsibility of the customer unless otherwise stated.

Specific Conditions

Change of Mind : Items may be returned within 30 days of delivery, provided they are unworn, unused, and returned with their original tags and packaging.

Defective Product : If your item has a manufacturing defect, please contact us as soon as possible and include clear photos. After review, we will offer a replacement or a full refund where appropriate.

Damaged Product : If your order arrives damaged, please notify us within 48 hours of delivery and include photos of both the item and the packaging so we can assist you promptly.

Incorrect Product : If you receive the wrong item, we will cover the return shipping costs and send the correct product at no additional charge.

Order Not Received : If your order has not arrived within the expected delivery time frame, please contact us. If the shipment is confirmed as lost, we will provide either a replacement or a full refund.

Order Cancellation : Orders may be cancelled before they have been processed for shipment.Once an order has been shipped, it can no longer be cancelled and our standard return policy will apply.

Processing Times

  • Return Request: Within 30 days of delivery.

  • Refund Processing: Up to 7 business days after the returned item has been received and approved.

  • Refunds will be issued using the original payment method.

Exceptions

The following items cannot be returned:

  • Personalized or custom-made products.

  • Worn, washed, or altered items.

  • Products without their original tags or packaging.

  • Items marked as final sale, where permitted by applicable law.

Consumer Rights

This policy does not affect your rights under applicable Canadian consumer protection laws.

Questions

If you have any questions regarding returns or refunds, please contact us.