Return & Refund Policy

At RUI, we believe in creating clothing that feels as good on your skin as it does in your heart. If something isn’t quite right with your order, we’re here to make it right—mindfully and respectfully.

Return Window

We accept returns within 14 days of your order being delivered. If you’re not fully satisfied, simply reach out within that window to request a return.

Return Eligibility

To ensure a smooth return process, please make sure that the item:

* Is in its original condition (unworn, unused, and unwashed)
* Has all original tags attached
* Comes in its original packaging
* Includes your receipt or proof of purchase

How to Start a Return

To begin, please email us at theshop.rui@gmail.com with your order details.
All returns should be sent to our studio in Boston, MA—we’ll provide full instructions once your request is approved.

Kindly note:

* Customers are responsible for return shipping costs
* Returns sent without prior confirmation will not be accepted

If you have any questions along the way, we’re just an email away.

Damaged or Incorrect Orders

We carefully inspect every order before it leaves our hands, but if something arrives damaged, defective, or not quite what you ordered, please contact us right away. We’ll work quickly to make things right.

Items Not Eligible for Return

Some items can’t be returned, including:

* Custom or personalized products
* Sale items or gift cards

Not sure if your item qualifies? Just reach out—we’re happy to clarify.

Exchanges

Looking for a different size, color, or style? The easiest way is to return your original item and place a new order once your return is approved. That way, you get exactly what you want, faster.

Refund Process

Once we receive and inspect your return, we’ll notify you via email about the status of your refund.
If approved, your refund will be issued to your original payment method within 10 business days.

Please allow time for your bank or credit card company to process the transaction on their end.

If it’s been more than 15 business days since your return was approved and you haven’t seen the refund, don’t hesitate to reach out to us at theshop.rui@gmail.com.