What if my product is faulty?Updated 3 months ago
We hope that you love your Ruka Hair order, however if you do find an issue with anything you have purchased from us, please send our Customer Care team an email at [email protected] with the following essential details so that we may assist you further,
- your order number (this begins with RH-)
- the batch number for your product (found on the cornstarch packaging your extensions come in, see example below)
- a description and photos and/or videos of the issue you're experiencing
Important to note
We appreciate that some customers do prefer to stock up on their favourite textures, however we highly recommend opening your order upon delivery and checking it over to ensure you can report any issues to us sooner rather than later. Though there are specific and rare occasions where we might offer Store Credit or a replacement for a historic order, in the interest of hygiene we do not offer refunds or replacements for orders over 6 months old.
If you plan on discarding the cornstarch bags your hair comes in, please do make a note of the batch numbers on them so that you have those details to hand when reporting any issue to us, as we cannot trace the batch your extensions came from without this information⚠