Refund policy

Return & Refund Policy

Last Updated: July 2026

At Ruuh Collections, customer satisfaction is important to us. We take great care to ensure every order is packed and dispatched to the highest standard. This policy explains your rights and our returns process in accordance with UK consumer law.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

1. Your Right to Cancel

If you purchase from us online, you have the legal right to cancel your order within 14 days of receiving your goods.

To exercise your right to cancel, you must notify us within 14 days of delivery.

Once you have informed us, you must return the goods within a further 14 days.

2. Eligibility for Returns

To qualify for a refund following a change of mind, the item must:

Be unused.
Be unopened.
Remain in its original condition.
Be in its original manufacturer's sealed packaging.
Include all original boxes, inserts, accessories and promotional items.
Include any complimentary gifts received with the order.

You are responsible for taking reasonable care of the goods while they are in your possession.

Where goods have been handled beyond what is necessary to establish their nature, characteristics and function, we reserve the right to reduce the refund to reflect any loss in value, as permitted by UK law.

3. Opened Fragrances

Due to hygiene, quality control and consumer safety, we cannot accept returns of:

Opened perfumes
Used fragrances
Products that have been sprayed or tested
Broken manufacturer seals
Tampered products

Once a fragrance has been opened or used, it cannot be resold as new and therefore is not eligible for a refund unless the product is faulty.

4. Faulty, Damaged or Incorrect Orders

If your order arrives:

Damaged
Faulty
Leaking
Defective
Incomplete
Incorrect

please contact us within 48 hours of delivery.

To help us investigate your claim, we may request:

Clear photographs of the item.
Photographs of the outer packaging.
Photographs of the shipping label.
Photographs showing any damage.
Your order number.

Failure to notify us within 48 hours may affect our ability to investigate claims with our courier.

Where a claim is accepted, we will repair, replace or refund the item as appropriate.

5. Missing Parcels

If tracking confirms delivery but you believe your parcel has not been received, please contact us immediately.

We may investigate using:

Courier GPS records.
Delivery photographs.
Delivery confirmation.
Carrier investigations.

False claims may be reported to the relevant authorities and courier fraud departments.

6. Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for the return shipping costs.

We strongly recommend using a tracked and insured postal service.

We are not responsible for items lost or damaged during return transit.

Where a return is due to our error or because the product is faulty, we will reimburse reasonable return postage costs.

7. Refund Process

Once your return has been received, inspected and approved, refunds will be processed to your original payment method within 14 days.

We reserve the right to inspect every returned item before issuing a refund.

Refunds may be reduced where the value of the goods has been diminished due to unnecessary handling.

8. Delivery Charges

Standard delivery charges will be refunded where required by law.

Premium delivery upgrades, including Next Day Delivery, Express Delivery or Saturday Delivery, are non-refundable unless the service itself was not provided.

9. Free Shipping Orders

Where an order qualified for free shipping because it exceeded our free delivery threshold, and a return reduces the remaining order below that threshold, we reserve the right to deduct the original delivery cost from any refund where permitted by law.

10. Free Gifts & Promotional Items

Where an order included a complimentary gift or promotional item because a spending threshold was met, the gift must also be returned if the qualifying items are returned.

If the complimentary gift is not returned, we reserve the right to deduct its retail value from any refund.

11. Refused Deliveries & Incorrect Addresses

Please ensure your delivery address is correct before placing your order.

If an order is returned because:

the delivery address provided was incorrect,
delivery was refused,
the parcel was not collected from the courier,

we reserve the right to deduct:

the original delivery charge,
the courier's return charge,
any additional handling costs incurred.

12. Order Cancellations

Orders may be cancelled at any time before dispatch.

Once an order has been dispatched, cancellation requests will be treated as a return under this policy.

13. Returns We Cannot Accept

Unless the item is faulty or required by law, we cannot accept returns of:

Opened fragrances
Used products
Products with broken security seals
Gift cards
Personalised items
Clearance or final sale items (unless faulty)
Products damaged due to misuse, negligence or accidental damage
Products returned without their original packaging where the packaging forms part of the product's value

14. Fraud Prevention

To protect our customers and our business, Ruuh Collections reserves the right to:

Decline fraudulent or abusive refund requests.
Limit or refuse returns where there is evidence of repeated misuse of our returns policy.
Request additional information to verify claims.
Refuse refunds where returned items differ materially from those originally supplied.

These measures will always be applied fairly and in accordance with applicable UK consumer law.