Return & Refund Policy

RUTAM – RETURNS, REFUNDS & CANCELLATIONS POLICY

Last updated: November 2025

1. OUR 30-DAY CONFIDENCE GUARANTEE

We want you to experience RUTAM with complete confidence.
If for any reason you are not fully satisfied, we’ll make it right — because your trust means everything to us.

All returns must be authorized in advance and comply with the terms below. 

First-Time Purchase Satisfaction Guarantee (One-Time Only)

  • This satisfaction guarantee is available only for first-time customers and may be used one time per customer (based on account, email, order history, and shipping address).

  • If you are not satisfied after trial use, you may request a refund within 30 days of delivery, subject to review.

  • Trial use means initial evaluation only and does not include products that are substantially used, mostly empty, or used beyond what is reasonably necessary to evaluate compatibility and performance.

  • To evaluate eligibility, we may require photo evidence showing the remaining product level.

  • We reserve the right to deny requests that appear to involve abuse, fraud, or attempts to circumvent this policy.

2. ELIGIBLE RETURNS – UNOPENED PRODUCTS

We gladly accept returns of unopened products within 30 days of delivery, if all of the following conditions are met:

  • Product packaging and seals remain completely intact

  • No evidence of opening, use, or tampering

  • Product returned in original condition with all inserts and components

Refunds are processed within 5–7 business days after inspection.
Original shipping charges are non-refundable unless the return is due to our error.

3. NON-RETURNABLE ITEMS – OPENED PRODUCTS

Due to FDA and state hygiene regulations, opened or used cosmetic products cannot be returned or refunded, except where the product is:

  • Defective upon arrival (manufacturing defect or contamination)

  • Damaged during shipment

  • Incorrect item received

This policy ensures the safety and integrity of all RUTAM customers.

4. DEFECTIVE OR DAMAGED PRODUCTS

If your product arrives defective, damaged, or incorrect, please report it within 7 days of delivery by emailing
📩 hello@rutam.store with:

  • Order number

  • Product name

  • Clear photos showing the issue

  • A short description of the problem

Once approved, you’ll receive a prepaid return label via email and instructions for returning the item.
Replacements are shipped free of charge with priority processing.

5. RETURN PROCESS

Step 1 – Request Authorization
Email hello@rutam.store within 30 days of delivery to request a return.
Use the subject line:

“Return Request – Order #[Your Order Number]”

Include your order number and the reason for return.
Unauthorized returns will not be accepted.

Step 2 – Receive Return Label
Once approved, you will receive a Return Authorization (RMA) and a shipping label by email.
Please do not ship any items before receiving your RMA.

Step 3 – Ship the Product
Print the provided label, pack your items securely, and ship using the instructions in your email.
Our return facility address is not public and is shared only upon approval.

Step 4 – Inspection & Refund
Returns are inspected within 3–5 business days after arrival.
Refunds are issued within 5–7 business days to the original payment method.

6. RETURN SHIPPING COSTS

Return Type Shipping Responsibility
Unopened Product (First-time Customer) Free Return Shipping
Unopened Product (Repeat Customer) Customer pays return shipping
Defective / Damaged / Wrong Item RUTAM provides prepaid label

For security reasons, return labels are issued via email only, and the return address is not displayed publicly.

7. EXCHANGE OPTIONS

For defective or damaged products, we’ll send a replacement product free of charge, including expedited shipping.

If you prefer, you may request a full refund or store credit with a 10% bonus value.

8. REFUND TIMELINE

Refunds are processed within 5–7 business days after inspection and are issued to your original payment method.
Please note that your financial institution may require additional time to post the credit.

9. QUALITY SATISFACTION COMMITMENT

While opened products cannot be returned unless defective, we stand firmly behind the quality of our formulas.

If you experience any issues or dissatisfaction, email hello@rutam.store — our care team will provide:

  • Usage guidance and application support

  • Product exchange or partial store credit where appropriate

  • Personalized consultation with our specialists

Your satisfaction defines our success.

10. RETURN REJECTIONS

Returns will be rejected if:

  • Product was opened (except defective claims)

  • Product shows signs of use or tampering

  • Return not authorized via RMA

  • Product received after the 30-day window

  • Product purchased from unauthorized resellers

Unauthorized or rejected returns will not be refunded and may be returned to sender or safely disposed of.

11. SHIPPING FEE POLICY

Original shipping fees are non-refundable unless the return is due to our error (defective, damaged, or wrong item shipped).

12. INTERNATIONAL ORDERS

International customers are welcome to shop with us.
Please note that international return shipping costs are the responsibility of the customer, except in cases of defective or damaged products caused by our error.

13. CANCELLATIONS (INCLUDING PRE-ORDERS)

Pre-orders may be cancelled at any time before payment is processed at no charge.
Once shipped, the standard return policy applies.

14. SUMMARY PROMISE

Your first return is always free.
Every RUTAM product is backed by our 30-day satisfaction guarantee.
We take care of your first return because we believe you’ll love your RUTAM experience.

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