Returns PolicyUpdated a month ago
UK Returns
We get it. You've placed your order and it arrives, but the style, length or colour isn’t quite what you had in mind. We accept all eligible returns requested within 14 days of the delivery date.
If you’d like to return your order, please head to https://rukahair7r.aftership.com
within 14 days of receiving your item, letting us know your order number and the reason for your return. Our team will then advise you on the next steps.
Please note that all returned orders are subject to an admin and restocking fee of £2.49 (excl. faults). Each return undergoes a thorough quality control and hygiene inspection process, handled in the order they are received. This process ensures that all returned products meet our high standards. Given this comprehensive process, we kindly ask that you allow up to 28 days for your returned item to arrive, undergo rigorous inspection, be processed, and then be refunded.
Please note that all in-store Selfridges purchases must be returned to Selfridges directly.
Before attempting to return your order, please read below to ensure it is eligible:
Hair Extensions
We understand that figuring out return rules can sometimes feel a bit overwhelming! A great rule of thumb is to think of it just like buying clothes: you wouldn’t snip off the tags, wear an outfit out for the day, and then try to return it. It’s the exact same idea here. We simply request that your hair extensions are returned in the same fresh, perfect condition you’d be happy to receive them in!
To help make sure your return goes as smoothly as possible, here is what we look for:
Original Tags & Packaging: The Ruka tag must still be attached (and in great shape), alongside all original packaging like zip ties, ribbon banding, or elastic bands.
Untouched & Unworn: The hair shouldn't be altered at all (no brushing out, cutting, coloring, or bleaching) and shouldn't show any signs of being worn.
Original Bag: Please return it in its barcoded cornstarch Ruka bag (if your unit came in one).
Standard Purchases: Items shouldn't be from Clearance, Marketplace/Last Chance, or part of a Co-Creator test (including in-person clearance buys).
A quick heads-up: If a return comes back and doesn't quite meet these points, a 25% fee will be deducted from your refund to cover the extra handling and admin involved.
If you're ever on the fence about whether your item is good to go, feel free to reach out to us first. We're always here to help!
Cosmetics
To be eligible for a return, your product must:
- Not be opened, used or have a broken protective seal
If your return is not eligible, your refund will be reduced by 25% to cover the admin and labour costs involved.
Merch/Accessories
To be eligible for a return, your product must:
- For clothing/scarves, still have the original Ruka clothing tabs attached
- Not be altered in any way (stained, stretched, ripped, faded, cracked)
- Not have been worn
If your return is not eligible, your refund will be reduced by 25% to cover the admin and labour costs involved.
*Received a free gift?
Please note that orders that have qualified for a free gift with purchase will need to be returned with the free gift to receive a full refund. If you return the entirety of your order but opt to keep your free gift, we will process a partial refund, deducting the retail cost of the gift.
Alternatively, you can return the free gift along with your order for your full refund to be processed.
If you have any additional questions, please email Ruka Customer Care at [email protected] with the details of your query and a member of our team will be able to assist you further!