Refund policy

Return and Refund Policy

Last updated: 4 October 2026

At RUITZ, we take care with every order. Please review the conditions below before purchasing. Nothing in this policy limits your rights under applicable consumer law.

Made-to-Order Apparel and Accessories

Our made-to-order apparel and accessories are produced for your order. Except where required by applicable law, we do not accept returns or exchanges for change of mind, an incorrect size selected by the customer, or minor colour differences caused by screen displays. Please check the product description and size guide before ordering. This exclusion does not apply to incorrect items, defects or products that materially differ from their description.

Damaged, Defective or Incorrect Items

If your item arrives damaged or defective, or you receive the wrong item, please email helloruitz@gmail.com within 7 days of delivery with your order number, a description of the issue and clear photographs. We will review the issue and arrange a replacement or refund where appropriate. The 7-day reporting request does not remove any rights or remedies you have under applicable law.

Return Instructions

Please contact us before sending an item back. If a return is required, we will provide the appropriate return address and instructions, including arrangements for return shipping. Do not send items directly to a production partner without instructions from RUITZ.

Cancellations

You may request cancellation within 12 hours of placing your order, provided production has not begun. Email us promptly with your order number. Once production begins, cancellation is not available under our standard policy, except where required by applicable law. We will confirm whether your cancellation request can be accepted.

Refund Processing

Approved refunds will be processed to the original payment method within 7–10 business days. Your bank or payment provider may take additional time to display the credit. Contact us if you need help checking an approved refund.

Digital Products

Digital downloads are non-refundable once accessed, except where required by applicable law. If you cannot access a purchased file or it is defective or materially different from its description, contact us so we can help resolve the issue.

International Orders

Applicable consumer rights may differ by destination and take precedence over conflicting policy terms. Customs duties or import taxes are handled separately by the relevant authorities; contact us if you need guidance about a returned international order.

Contact

Email helloruitz@gmail.com with your order number for cancellation, return or refund enquiries.