Refund Policy

Returns and refunds

What's your return policy?

UK Returns

For returns, please email help@rukahair.com with the subject line "Return: [Your Order No. Here]". We will then share the instructions to follow for our free returns process. Before emailing us, please read below to ensure your order is eligible for a return.

 

Hair Extensions

We get it. You order the hair, it arrives and your the texture or colour isn’t *quite* what you imagined. We accept all returns requested within 30 days of the purchase date. 

 

To be eligible for a return, your product must:

  • Still have the original Ruka tag attached
  • Still have any original packaging intact (e.g. plastic / ribbon banding)
  • Not be altered in any way (brushed out, cut, coloured, bleached)
  • Not have been worn

If not, we will not be able to accept the return, and we will have no choice but to send the order back to you.

 

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 not, we will not be able to accept the return, and we will have no choice but to send the order back to you. 

 

Cosmetics

To be eligible for a return, your product must:

  • Not be opened, used or have a broken protective seal

If not, we will not be able to accept the return, and we will have no choice but to send the order back to you. 

 

Non-UK Returns

Unfortunately we are unable to offer free returns outside of the UK. We know, it's lame and we're working hard on it. Brexit sure did mean Brexit.

 

For non-UK returns, please email help@rukahair.com with the subject line "Return: [Your Order No. Here]". We'll then share instructions on how to repackage your order. You can then pick a local courier of your choice. Please ensure you select a tracked service and keep the tracking information so that we can ensure safe arrival of your return.

 

All eligibility criteria above also applies to non-UK returns, so please read these carefully before processing your return. If we receive an ineligible return order, we will send the order back and you will be liable to cover to cost of that return

 

What if my product is faulty?

If your product is faulty - we're so sorry! Please get in touch with us at help@rukahair.com with a description and some photos so that our quality control team can understand what went wrong, then organise an exchange or refund. 

 

When will I get my refund?

After receiving your return and inspecting the condition of the item, we will process the return. Please allow at least 14 days from the receipt of your item to process your return.

 

Refunds may take 1-2 billing cycles to appear on your card statement, depending on the company. We will notify you by email when your return has been processed.

 

Can I return Clearance items?

Please note Clearance items (v1 products) are 'Final Sale' and cannot be returned or refunded.