Refund Policy

Return eligibility

If you would like to request a return, contact us before sending anything back. We will review the order, reason for return and product condition and will provide return instructions when the request is eligible.

• Products should normally be unused, unopened and in their original saleable packaging for a change-of-mind return to be considered.
• Proof of purchase or sufficient order details may be required so we can locate and verify the transaction.
• Items returned without prior approval may not be identifiable or processable.

Damaged, defective or incorrect items

If an item arrives damaged, appears defective, or is different from what you ordered, please contact us promptly after delivery. Include your order details and clear photos of the product, packaging and shipping label where relevant.

After review, we may offer an appropriate resolution such as a replacement, exchange, store remedy or refund, depending on the circumstances and product availability.

Skincare hygiene exclusions

For hygiene and safety reasons, opened or used skincare products are generally not eligible for a change-of-mind return. This does not prevent you from contacting us about an item that is damaged, defective, incorrect or otherwise has a genuine product issue.

How to start a return

Contact Ruwah Beauty with your order number, the item involved and the reason for your request. If a return is approved, we will provide the applicable return address or collection instructions and explain any packaging requirements.

Return shipping responsibility can vary according to the reason for return. We will confirm the applicable arrangement before you send the item.

Refunds

Approved refunds are processed after the relevant return or claim has been reviewed. Where supported, the refund will normally be directed to the original payment method or another method agreed with you.

Once we have issued a refund, the time required for the amount to appear can depend on the payment provider, bank or card issuer and is outside our direct control.

Delivery and return charges

Original delivery charges and return-shipping costs are considered according to the reason for the return. If the issue resulted from an incorrect, damaged or defective item, we will advise you of the appropriate resolution. For discretionary or change-of-mind requests, delivery-related charges may not be refundable.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We will try to accommodate the request if fulfilment has not progressed too far. Once an order has been packed, handed to a courier or dispatched, cancellation may no longer be possible and the return process may apply instead.

Exchanges

Where an exchange is appropriate, it is subject to product availability. If the requested replacement is unavailable, we may discuss another suitable resolution with you. Please do not place a duplicate order solely to create an exchange unless you prefer to make a separate purchase.

Sale, promotional and bundled items

Promotional pricing does not remove your ability to contact us about a damaged, defective or incorrect item. Eligibility for discretionary returns of sale, promotional or bundled products may depend on the specific offer and whether all relevant items are returned in suitable condition.

Fair-use and legal rights

We may decline requests that appear fraudulent, abusive, materially incomplete or inconsistent with the returned item. Nothing in this policy is intended to remove any rights or remedies that cannot lawfully be excluded under applicable consumer law.