Refund policy

RETURNS & EXCHANGES

We want you to be 100% satisfied by your purchase!

If you are not happy with an item for any reason, RUUQ gladly accepts returns of unworn, unwashed, undamaged or defective merchandise purchased online for a full refund within 30 days of original purchase. Refunds will be made in the form of the original payment or a gift card to our store, whichever you prefer.

Our promise: We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for a refund.

International Customers

For international returns, the shipping fees ($20) will be deducted from the refund to cover the cost of shipping the return package and restocking the merchandise.

Local Customers (Jordan)

For local returns, $5 USD will be deducted from the refund to cover the cost of shipping the return package and restocking the merchandise.

Note: We reserve the right to send back any product with visible signs of wear. Flash sale items are final sale and not eligible for refunds.

 

How to Complete a Return or Exchange

 

International Customers

If you would like to return the items you purchased, you can contact us at hello@ruuqwear.com and we will provide you with a pre-paid RUUQ shipping label. Please note that we will retain the original shipping cost for returns. This fee covers the cost of shipping and restocking the merchandise and will be deducted from your refund.

Once you have received your return label, print it and ensure that your return is securely packaged (including their original packaging and packing slip), and send it back to us.

If you choose to exchange your items by using your store credit immediately during the return process, we will waive the return fee for you!

 

Local Customers

If you would like to return the items you purchased, you can contact us at hello@ruuqwear.com and we will arrange for a pick-up with our local delivery provider (Delivery One). Please note that we charge a flat fee of $5 USD for returns. This fee covers the cost of shipping and restocking the merchandise and will be deducted from your refund.

If you choose to exchange your items by using your store credit immediately during the return process, we will waive the $5 return fee for you!

 Note: RUUQ is not responsible for lost returns in transit. For any exchanges, shipments are not dispatched until your shipment has been received. You will be refunded for the items returned, not the shipping costs or any customs/duty fees you might have incurred upon receiving your order.

Cancelling your Order

You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Please note that a small percentage of orders cannot be stopped from shipping out of our warehouse even though they may not have physically left the premises. In these rare instances, the customer will be responsible for whatever shipping charges are incurred. 

Typically, most orders are filled and shipped within 24 to 48 hours from the time they are received. The Ruuq Team can inform you of the status of your order and advise you whether or not the order can be canceled for a full refund. Once an item is shipped the terms of our Returns policy will take effect. We reserve the right to charge a restocking fee on any canceled orders. 

Note: Cancellations requests may be sent via email, hello@ruuqwear.com, and will be approved as applicable and/or a member of the Ruuq Team will call you to discuss.

 

 Finally, all items tagged, 'CLEARANCE', are FINAL SALE.

 

This document was last updated May 4th, 2023.