Cut Work & Embroidered

📏 Ruf & Tuf Exchange Policy

We want you to shop with confidence at Ruf & Tuf. If the size doesn’t fit, here’s our simple exchange process:

📩 Exchange Request

Please contact us at rufandtufofficial@gmail.com / 0318-2662838 within 2 days of receiving your order to request a size exchange.

🧵 Product Condition

Items must be:

• Unused & unwashed
• In original condition
• With all tags attached

🚚 Delivery Charges

Customers are responsible for both-way delivery charges for any size exchange.

⏱️ Processing Time

Once we receive your returned item, the exchange will be processed within 10–14 working days.

🚫 Non-Exchange Items

No exchange, return, or refund is applicable on sale, discounted, or promotional items.

📍 Karachi: 1–3 working days
🚚 Other Cities: 3–5 working days

For more details, explore our Delivery Policy.
Your satisfaction is our priority!

Rapid Response Guarantee
We strive to respond to all inquiries within 3 working hours.

📧 Email: rufandtufofficial@gmail.com
📞 Call / WhatsApp: +92 308-2662838

💬 Your satisfaction is our top priority — our team is always here to assist you.

Ruf & Tuf — Preserve the Beauty of Your Garment

⚠️ Please note: Returns or exchanges will not be applicable if these care instructions are not followed.

✅ Machine Wash Cold
Use a gentle cycle with cold water to maintain fabric quality.

✅ Wash with Like Colors
Separate similar colors to prevent color bleeding.

✅ Use Mild Detergent
Opt for a gentle, color-safe detergent to protect the fabric.

✅ Warm Iron Inside Out
Iron on the reverse side to preserve the fabric’s finish.

🚫 Avoid Front Ironing
Do not iron directly on the front surface.

🚫 Do Not Bleach
Avoid harsh chemicals that may damage the fabric.

🚫 Do Not Wring
Refrain from twisting or wringing to prevent stretching.

🚫 Avoid Embellished Areas
Do not iron over prints, embroidery, or embellishments.

💬 Proper care ensures long-lasting quality and elegance — just as intended by Ruf & Tuf.

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