Return & Exchanges

1. General Policy

1.1. At Ruf & Tuf, we are committed to delivering high-quality fashion products sourced from our own label and partner brands.

1.2. We do not offer returns, refunds, or exchanges under normal conditions.
“Normal conditions” mean:

  • The product is delivered as described
  • No defect or damage is found
  • The item meets our quality standards

In such cases, orders cannot be canceled, refunded, returned, or exchanged.

2. Exchange Policy

2.1. We do not offer exchanges on orders placed via:

  • Website
  • WhatsApp
  • Instagram

2.2. Exchange is only applicable if:

  • Wrong item is delivered
  • Product is defective

In such cases, the item will be:

  • Replaced, or
  • Repaired (if possible)

2.3. Approved exchanges will be issued as a store credit (Ruf & Tuf Wallet):

  • Valid for 3 months
  • Usable online & in-store

2.4. Exchange conditions:

  • Original brand tag, price tag & packaging must be intact
  • Missing items will result in rejection of exchange request

2.5. The following items are NOT eligible for exchange:

  • Made-to-order products
  • Customized items
  • Sale items (unless defective)

2.6. Exchange request timeline:

  • Must be reported within 3 days of delivery
  • Provide:
    • Order number
    • Reason
    • Product images (if defective/wrong item)

2.7. Delays:
Since some products are sourced from external brands/designers, dispatch delays may occur.
Such delays do not qualify for refund or cancellation.

2.8. Return shipping costs:

  • Must be borne by the customer

3. Defective Products

3.1. We maintain strict quality checks; however, if you receive a defective item:

3.2. Report within 48 hours with:

  • Order number
  • Description of defect
  • Clear photos/videos

Send details to: your support email (update here)

3.3. Return Process:

  • After approval, securely pack and ship the item
  • Shipping & customs charges are customer’s responsibility

3.4. Inspection:

  • Our team will conduct a detailed evaluation

3.5. Resolution may include:

  • Replacement
  • Store credit
  • Refund (only in rare/approved cases)

3.6. Final decision:

  • All claims are subject to Ruf & Tuf’s discretion

4. Cancellation Policy

4.1. General:

  • Orders cannot be canceled, returned, or refunded once placed
  • Please review your order carefully before checkout

4.2. Exceptions (from our side only):
We may cancel orders in cases such as:

  • Stock unavailability
  • Product issues

In such cases, a refund will be issued as:

  • Store credit or
  • Original payment method

4.3. Processing Orders:

  • Orders already processed or shipped cannot be canceled
  • International orders cannot be canceled once confirmed

4.4. Refund Timeline:

  • 7–14 business days (if applicable)

4.5. Non-cancellable Items:

  • Final sale items
  • Customized / made-to-order items
  • Special request orders from other brands

4.6. How to Request:

  • Contact support with:
    • Order number
    • Reason

4.7. Communication:

  • Confirmation will be shared via email

4.8. Customer Responsibility:

  • Ensure all order details are correct before placing order

4.9. Policy Updates:

  • Ruf & Tuf reserves the right to update this policy anytime
  • Customers are encouraged to review it periodically