RETURN & EXCHANGE POLICY

Ready-to-Wear & Ready-to-Ship

Ruya operates an exchange-only policy and does not offer refunds on purchases.

Eligible pieces may be exchanged within 7 calendar days of delivery, provided they are unworn, unused, unaltered and returned in their original condition with tags and packaging intact.

Exchanges are subject to availability. Return shipping costs for customer-requested exchanges are the responsibility of the customer.

Made-to-Order & Customised Pieces

Made-to-Order and customised pieces are not eligible for cancellation, return or exchange once production has commenced, as they are prepared specifically for the client.

Damaged or Incorrect Orders

If you receive an item that is damaged, defective or incorrect, please contact us within 48 hours of delivery with your order details and clear photographs.

Where the issue is determined to be our responsibility, Ruya will arrange an appropriate exchange or suitable resolution.

Sale & Promotional Pieces

Sale, promotional and specially discounted pieces are final sale and are not eligible for exchange unless received damaged, defective or incorrect.

Garment Care

Ruya is not responsible for damage resulting from improper washing, dry cleaning, ironing, storage or general garment care.

Please refer to our Clothing Care Guide for recommended care instructions.

How to Request an Exchange

Please contact our customer care team with your order number, item details and reason for the exchange before sending anything back.

Items returned without prior approval from Ruya will not be accepted.