Updates to our Returns PolicyUpdated 3 months ago
We've recently updated our return policy and are happy to process all eligible return requests for up to 14 days after your order has been received
We had previously offered a 30 day returns window, however as demand for our products has grown we've learnt that:
- a 30 day window was leading to deep fluctuations in our stock levels and inability to remain reactive to customer needs
- many returns were driven by not being able to amend your orders (which we’ve fixed - see below!) and the environmental impact on shipping failed returns back to customers is one we have been growing ever conscious of and are committed to reducing
So here's what's new:
- We have introduced our new tracking page RUKA order tracking page to make it easier and simpler for you to be able to track your order to your door as well as make any amendments you need like updating your address, or putting your delivery on hold.
- You can now notify us via this same page of any return requests within 14 days of receiving your order to generate your free returns label.
Here's what's not changed:
Your ability to get the help you need if your order is faulty or damaged - please email us at [email protected] with your order number and a photo of your concern so that we can assist you further!
If your return does not meet the T&C's of our returns policy, depending on the circumstances we will process a partial refund or will return the hair to you.
Want to return for a different texture or length? Email us at [email protected] for help with a complimentary virtual texture match!