Refund Policy

Effective Date: July 31, 2026

We hope you will love your RUANNERIVE piece. If it is not right for you, you may request a return or exchange within 14 days of delivery, subject to the conditions below.

Return Eligibility

To be eligible for a return:

• The return request must be submitted within 14 days of delivery.
• The item must be unused, unworn, unaltered, and in its original condition.
• All tags, accessories, dust bags, care materials, and original packaging must be included.
• You must provide the order number or other proof of purchase.
• The return must be approved before the item is shipped.

Items returned with signs of wear, damage, fragrance, stains, alteration, or missing components may be refused or may qualify only for a partial refund where permitted by law.

Starting a Return

To request a return, email ruannerive@gmail.com with:

• Your order number.
• The item you wish to return.
• The reason for the return.
• Photographs if the item is damaged, defective, or incorrect.

If your return is approved, we will provide instructions and the correct return address.

Please do not ship an item to an address shown on a parcel or website without receiving return authorization. Unauthorized returns may not be accepted.

Return Shipping

For a standard change-of-mind return or exchange, the customer is responsible for return shipping costs.

We recommend using a trackable and insured shipping service. RUANNERIVE cannot guarantee receipt of a return that is shipped without tracking.

If the item arrived damaged, defective, or incorrect, RUANNERIVE will provide an appropriate solution and cover reasonable return shipping costs when a return is required.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

Contact us at ruannerive@gmail.com within 7 days of delivery if an item is damaged, defective, or incorrect. Include your order number and clear photographs of the item and packaging.

After reviewing the issue, we may offer a replacement, repair, refund, or other suitable solution.

Non-Returnable Items

The following items cannot be returned unless required by law:

• Gift cards.
• Items clearly marked as final sale before purchase.
• Personalized or customized items when identified as non-returnable before purchase.
• Items that have been used, worn, altered, or damaged after delivery.

Please contact us before purchasing if you have questions about whether an item is returnable.

Exchanges

To request an exchange, contact ruannerive@gmail.com within 14 days of delivery.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer a refund or store credit, depending on your preference and applicable law.

Refund Processing

After we receive and inspect an approved return, we will notify you whether the refund has been accepted.

Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after approval for your bank or payment provider to post the refund.

The time required for a refund to appear is controlled by your financial institution and may vary.

Order Cancellations

If you need to cancel an order, please contact us at ruannerive@gmail.com as soon as possible and include your order number.

We will do our best to accommodate cancellation requests submitted before dispatch. However, cancellation is not guaranteed, as orders may enter processing shortly after they are placed.

Once an order has been dispatched, it cannot be cancelled, recalled, or redirected.

For returns due to a change of mind, personal preference, or an item ordered incorrectly by the customer, the customer is responsible for all return shipping costs. If an item arrives damaged, defective, or incorrect due to our error, please contact us for assistance.

Please do not return an item without contacting us and receiving return authorization first.

Late or Missing Refunds

If you have received a refund confirmation but the funds have not appeared after 10 business days, first contact your bank or card provider.

If the refund still cannot be located, contact ruannerive@gmail.com and include your order number.

Contact Us

Questions about returns, exchanges, or refunds may be sent to ruannerive@gmail.com . We aim to respond within one business day.