Refund policy

Changing your mind

You have the right to withdraw from your purchase within 14 days. The 14-day period begins the day after you receive your order.

To exercise your right of withdrawal, you must clearly tell us that you wish to withdraw within the 14-day period. You can do this by emailing help@ruacollection.com and including your order number and the item(s) concerned.

After notifying us, we will provide you with the applicable next steps. Please do not send any goods to us before receiving return instructions.

Where a return is required, the goods must be returned within 14 days of notifying us that you are exercising your right of withdrawal. You are responsible for the direct cost of returning the goods.

You must take reasonable care of the goods while they are in your possession and before returning them to us. You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

If an item is damaged, marked, altered or otherwise reduced in value as a result of handling beyond what is necessary to establish its nature, characteristics and functioning, you may be responsible for the resulting reduction in value. We may make an appropriate deduction from any refund to reflect that diminished value.

We will make any refund due using the same payment method used for the original transaction, unless otherwise agreed.

Where goods are to be returned, we may withhold reimbursement until we have received the goods or you have provided evidence that you have sent them back, whichever occurs first.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged or is not what you ordered, please email help@ruacollection.com with your order number and details of the issue. We may ask you to provide photographs or other information reasonably required to assess the issue.

We will provide you with the applicable next steps. Where goods are required to be returned because they are faulty, damaged on arrival or do not conform to the contract, we will cover the applicable return costs.

Nothing in this policy affects your statutory consumer rights.