Refund policy

Effective Date: 25/02/2026

This Return, Refund & Exchange Policy (“Policy”) governs purchases made through the official website of  WWW.RUUSAAO.COM.

By placing an order with RUUSAAO, you agree to the terms stated below.

Customer Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM (IST)
(Sundays & Public Holidays maybe Closed)

2. APPLICABILITY

This Policy applies only to orders delivered within India.
RUUSAAO does not currently accept international orders.

3. RETURN & EXCHANGE ELIGIBILITY

RUUSAAO handles returns and exchanges on an individual order basis, subject to internal verification and approval.

Customers must contact Customer Support to initiate any return or exchange request.

  Eligible Reasons for Return/Exchange.

      Returns or exchanges may be considered only in the following cases*:

  • Size issue
  • Damaged product received
  • Manufacturing defect
  • Wrong product delivered

Change of mind returns are not guaranteed and will be evaluated case-by-case.

4. MANDATORY CONDITIONS FOR ACCEPTANCE

To qualify for return or exchange, the product must:

  • Be unused and unwashed
  • Have no wear and tear marks
  • Be returned in original packaging
  • Have the security seal intact
  • Have all original tags/labels attached
  • Be returned with the invoice

Any item failing to meet the above conditions may be rejected at RUUSAAO’s sole discretion.

5. TIMEFRAME FOR REPORTING ISSUES*

Customers must:

  • Contact Customer Support within 10 days of delivery.
  • Submit clear photo and/or video proof of the issue within the same timeframe.

Failure to report within 10 days may result in rejection of the claim.

RUUSAAO reserves the right to request additional proof if necessary.

6. RETURN PROCESS
  • Customer contacts support via email. 
  • Submit order number + photo/video evidence.
  • Upon preliminary approval, reverse pickup will be arranged (subject to serviceability).
  • The product will undergo internal quality verification after receipt.
  • Final approval will be communicated via email.

Refunds or exchanges will only be processed after successful verification.

7. REVERSE PICKUP & LOGISTICS
  • RUUSAAO provides reverse pickup service where applicable.
  • Logistics partners include Shiprocket and local delivery partners specific to geography.
  • If reverse pickup is unavailable in a particular location, customers may be required to self-ship the product (instructions will be provided).
8. EXCHANGE POLICY

Exchanges are allowed only for*:

  • Size issues
  • Damaged products
  • Manufacturing defects
  • Wrong product delivered

  Exchange Rules:

  • Only one exchange per order is permitted.
  • Exchange is subject to product availability.
  • If the requested size/product is unavailable, a refund may be processed instead.
  • Exchange approval is subject to internal inspection after return.
9. REFUND POLICY

Refunds will be processed:

  • To the original payment method
    OR
  • As Store Credit (depending on the order and circumstances)

     Refund Timeline:

  • Refunds will be processed within 5–7 business days after approval.
  • Actual credit timelines may vary depending on the bank/payment provider.
  • Shipping charges and COD charges (if applicable) will be evaluated on a case-by-case basis.
10. NON-RETURNABLE/ NON-REFUNDABLE ITEMS

The following items are strictly non-returnable and non-refundable*:

  • Sale or discounted items
  • Limited Drop items
  • Gift cards
  • Customized or made-to-order products. 
  • Products missing security seal
  • Products missing tags or labels or any other included items (if any).
  • Used. or washed items.
  • Products damaged due to customer misuse.
  • Items returned without invoice.
11. FRAUD PREVENTION & VERIFICATION

    To protect against misuse and fraudulent claims:

  • Photo/video proof within 40 hours is mandatory for damaged/wrong item claims.
  • Refund amount may be placed on hold until the returned product is received and verified.
  • If the returned product does not match the original shipped item, the claim will be rejected.

RUUSAAO reserves the right to reject suspicious, abusive, or repeated returns.

If a customer sends back a used, altered, or different product, no refund or exchange will be processed.

12. LOST RETURNS IN TRANSIT

     If a return package is lost in transit:

  • The matter will be verified with the logistics partner.
  • Refund will be processed only after internal confirmation of loss.
  • RUUSAAO’s decision after verification shall be final.
13. ORDER CANCELLATION POLICY
  • Orders may be cancelled by contacting Customer Support before dispatch confirmation of the order.
  • Orders cannot be cancelled once shipped.

   Refund Timeline for Cancellation:

  • If eligible, refunds will be processed within 5–7 business days.
14. REJECTION OF RETURN REQUEST

    RUUSAAO reserves the absolute right to reject returns if:

  • Request is raised after 5 days of delivery
  • Product fails quality inspection.
  • Tags or seal are missing.
  • Signs of usage are detected.
  • Evidence of tampering or fraud is found.

    RUUSAAO's decision shall be final and binding.

15. LIMITATION OF LIABILITY

    RUUSAAO shall not be liable for:

  • Indirect, incidental, special, or consequential damages
  • Delay caused by logistics providers.
  • Force measure events including natural disasters, strikes, lockdowns, government restrictions, or unforeseen disruptions.
  • Minor color variations due to screen display differences
  • Maximum liability shall not exceed the value of the purchased product.
16. GOVERNING LAW & JURISDICTION

    This Policy shall be governed by and interpreted in accordance with the laws of India, including:

  • The Consumer Protection Act, 2019.
  • The Consumer Protection (E-Commerce) Rules, 2020.
  • Any disputes shall be subject to the exclusive jurisdiction of courts located in Assam, India.
17. RIGHT TO AMENDMENT POLICY
  • RUUSAAO reserves the right to modify, update, or amend this Policy at any time without prior notice if deemed necessary.
  • The updated version will be posted on the website with a revised effective date.
  • Continued use of the website constitutes acceptance of the updated Policy.