Refund policy

At Ruhaai, we have a customer-friendly return policy. To initiate a return, simply email us at hello@ruhaai.com within 24 hours of delivery, and our customer support team will guide you through the return process. When returning an item, you must provide the tracking details of the returned product. Without tracking information, the package may be lost, and the replacement request could be canceled. Clearly mentioning "Ruhaai" and your Order Number on the return package is essential. The last date for return shipping is 5 days from the date of delivery. Returns shipped after this period will not be accepted.

The cost of return shipping will be covered by Ruhaai. Once we receive the returned product, you can choose one of the following options: request a replacement (either the same item or a different item from our website), request a coupon code for the same value for future purchases, or request a refund. If the payment was made via card, the refund will be processed directly to the same card. If the payment was made in cash, please provide your bank account details for the refund.

To ensure that items remain undamaged during return shipping, please follow these packaging guidelines. For jewellery, use cotton, bubble wrap, paper, or foam to provide adequate padding. For apparel, cover the package in polythene plastic and return it in an envelope to prevent damage from rain. Clothes and jewellery must not be used (other than for trial), altered, washed, soiled, or damaged in any way. Returns are accepted only within 7 days from the date of delivery. The original tags and packaging must remain intact.

Despite our best efforts, a small number of items in our catalog may be mispriced. However, we verify prices as part of our dispatch process. If the correct price is lower than the listed price, we will charge the lower amount and proceed with the order. If the correct price is higher than the listed price, we will cancel the order and notify you. We appreciate your understanding in such rare instances.

To ensure a safe and secure shopping experience, we regularly monitor transactions for fraudulent activity. If any suspicious activity is detected, Ruhaai reserves the right to cancel all past, pending, and future orders without liability. We also reserve the right to refuse or cancel orders in cases such as pricing inaccuracies on the website, stock unavailability, and failure to provide necessary verification or information before order acceptance. If all or any portion of your order is canceled, or if additional details are required, we will contact you. If your order is canceled after payment has been processed, the amount will be refunded to your original payment method. Please note that any promotional vouchers used on canceled orders may not be refunded.

A customer may be considered fraudulent in scenarios such as failure to respond to payment verification emails, failure to provide necessary documents for payment verification, misuse of another customer’s phone number or email, use of an invalid email or phone number, overuse of a voucher code, returning the wrong product, refusing to pay for an order, or involvement in a "snatch and run" attempt. We take fraud prevention seriously and appreciate your cooperation in maintaining a secure shopping environment.

We strive to deliver high-quality products, but in rare cases, an item may arrive damaged. If this happens, please send us a clear photo of the damaged product within 48 hours of delivery. Without a photo submitted within this timeframe, we will not be able to process a replacement. Once we receive the photo, our team will review the damage and register a complaint if applicable. If the complaint is approved, we request you to return the product to us. If a replacement is available, we will reship the item to you. If a replacement is not available, you may choose between a refund or a coupon for future purchases. The final decision on refunds will be at the sole discretion of Ruhaai.

The product details, including weight, color, handwork, and size, are approximate values and may slightly vary from the actual product. While we strive for accurate color representation, minor variations may occur due to fabric dyes, weather conditions at the time of dyeing, lighting, digital photography, and monitor settings. Customers should be aware that colors seen on a screen may differ slightly from the actual product. Ruhaai firmly believes that online shoppers understand this natural variation, especially for handcrafted items. Shades of red, maroon, and orange may appear slightly different due to digital imaging limitations. Green and blue shades often overlap. Off-white, white, and cream may have slight differences in tone, and sea green and aqua blue may appear interchangeable under different lighting.

Fabrics such as raw silk, khadi silk, cotton silk, south cotton, and brocade may have visible weaving and thread patterns. This is a natural characteristic, not a defect. Handcrafted, hand-dyed, hand-printed, hand-painted, hand-embroidered, and handwoven products will always have minor differences, as they are not mass-produced by machines. Each piece is unique, and artisans strive to refine their craft with every creation. The raw finish of handcrafted products is an inherent beauty, distinguishing them from machine-made items.

Customers ordering items with sequins, beads, or other embellishments should be aware that these delicate decorations may naturally shed over time. Even with the best care, some embellishments may come off due to handling, wear, customs inspections during transit, and movement while wearing the outfit. It is common to find a few sequins or beads falling when you first open the package or after wearing the outfit for a few hours. This is a normal characteristic of embellished garments and does not indicate a defect. By placing an order, you acknowledge and accept these terms.

If a customer reports a partial item or partial order issue through Customer Care, the pilferage claim must be raised within 48 hours of delivery. Claims submitted beyond this timeframe will not be entertained. To submit a claim, an email should be sent to [support email] with a short description of the issue along with clear snapshots of the package and any accompanying box, focusing on areas that appear tampered or damaged. For prepaid orders, refunds will be processed only after a thorough investigation, which typically takes 3-4 business days, including verification with the concerned departments.

Refunds may not be processed if the customer provides insufficient or inaccurate information, fails to submit clear snapshots of the packaging, or disposes of the packaging before the investigation is completed. Customers must retain the original packaging for 3-4 days post-delivery until further instructions are provided by our support team.