RETURNS & REFUNDS POLICY

First of all, note that you can return your order within 14 days from the moment you received and notified us about your request or return. You have the right to request a return without any specific reason. Also, if the 14 days term expires on a non-working day, it is your right to send your return the next working-day. If your order arrives late to our warehouse due to the shipping process, we will accept the return.

Return steps:

1. Fill in the online Return Form, or contact us via email (contact@ruerastudio.com) giving information about your return request such as: full name, email, order number, name of the products you want to return and the reason for your return if any. Once you complete this action, you will receive an email confirming your return request.
2. Fill in your return slip received with the products and put it in your parcel. You will have to mention: your name, your order number, the items you’re returning and the reason you’re returning it to us if any. If you no longer have your returns slip, you can download a new one.
3. Make sure all returned items are sent in their original condition and packaging including all the tags, because they are an integral part of the product. If any item mentioned above is missing, we won’t accept your return.
4. We don’t provide free return services, therefore you will have to support the return charges. Contact a courier of your choice or go to your nearest post office and send us the parcel to the address mentioned below in the returns slip.
   For Romania, the costs for sending your return vary between 20 – 40 Lei.
   For international orders, the costs for sending your return are similar to the shipping costs you cover within your order.
5. Keep your proof of postage until we receive the parcel.

Don’t forget:

• The products you return must be in their original form.
• Do not return products that have been used or washed.
• Do not remove the tags, because they are part of the product.
• The products must be returned in their original package.

Refunds Policy

Please note that your refund will be provided within 14 days of receiving your return request. Also, for international orders, you will get a full refund including the shipping costs for standard delivery. If you choose express delivery, you will not be refunded the full shipping costs, but only the amount of standard delivery costs. 

Refund steps:

1. Once we receive your return, we will check if the products meet all the return requirements of the Return Policy.
2. You will receive an email that the products are accepted for return or if they don’t meet our return requirements and we identify a decrease of value and quality, you will receive an email informing you about two options: first one is not getting a refund and us keeping the damaged product or second we can deliver the product back to you at your own expense. 
3. You will get your refund according to the payment method you chose for your order.
   For Credit/Debit Card, we will refund you the moment we accept your return, but the time for receiving your refund may be affected by your Credit Card company policies. 

Identification tag

All products sold by www.ruerastudio.com include an identification tag with a disposable seal. Please try on the products without removing the tag and seal. Returned products without the tag or seal will not be accepted.

Faulty items or wrong items received

We are very sorry if you received a faulty or wrong item. Please let us know via email or by filling the online Return Form where you will mention that the reason for your return is receiving a faulty/wrong item. We will soon contact you back and give you details about how you can send back the product with shipping costs covered by us.

If you received something you haven’t ordered you have two options: first one is to send you the product you ordered at our own expense and the second one is to give you a full refund.

If you received a faulty item you have two options: first one is to send you a new product at our own expense and the second one is to give you a full refund.