Refund policy

RUTAM: 30-DAY CONFIDENCE GUARANTEE & RETURN POLICY

At RUTAM, we stand behind the integrity of our formulas. Our goal is to ensure you feel confident in every purchase. Please review our policy below regarding returns, refunds, and shipping responsibilities.

1. RETURN SHIPPING RESPONSIBILITY

To ensure transparency, return shipping costs are the responsibility of the customer for all returns, except in cases where the item is defective, damaged, or incorrect.

Return Reason	Shipping Cost Responsibility
Defective / Damaged / Incorrect Item	RUTAM (Prepaid label provided)
First-Time Satisfaction Guarantee (U.S. Only)	Customer
Standard Return (Unopened)	Customer
International Returns	Customer

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

2. FIRST-TIME PURCHASE SATISFACTION GUARANTEE (U.S. ONLY)

We invite new customers in the United States to try RUTAM with confidence. If you are not fully satisfied after your initial trial, you may request a refund under the following terms:

Eligibility: Valid for first-time U.S. customers only, one-time use per customer (based on account, email, order history, and shipping address).
Timeframe: Requests must be initiated within 30 days of delivery.
Condition: This applies to products used for initial evaluation only. We reserve the right to deny refunds for empty bottles or products used beyond what is reasonably necessary to evaluate compatibility and performance.
Evidence: We may require photo evidence showing the remaining product level to evaluate eligibility.
Return requirement (anti-abuse): If approved, the product may be required to be returned as a condition of refund, and the customer is responsible for return shipping. RUTAM reserves the right to determine whether a return is required and to deny requests that show signs of abuse, fraud, or attempts to circumvent this policy.

Note: Original shipping fees are non-refundable.

3. STANDARD RETURNS (UNOPENED PRODUCTS)

We accept returns for unopened items within 30 days of delivery. To qualify for a refund:

The product must be in its original, unopened condition with all seals intact.
The item must be free from any signs of tampering, use, or damage.

Important: Due to hygiene and safety standards, opened products cannot be returned or refunded, except where explicitly covered under the First-Time Satisfaction Guarantee (U.S. only) or where the item is defective, damaged, or incorrect.

4. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

If you receive a defective, damaged, or incorrect item, RUTAM will cover all costs to resolve the issue.

How to Report: Email hello@rutam.store within 7 days of delivery.
Required Information: Please include your Order # and clear photos of the issue.
Resolution: After verification, we will provide a prepaid return label and offer either a free replacement or a full refund. Refunds are typically processed within 1–3 business days after verification or after the return is received (as applicable).

5. HOW TO INITIATE A RETURN

All returns require prior authorization. Unauthorized returns may not be processed.

Request Authorization: Email hello@rutam.store with the subject line:
“Return Request – Order #[Your Order Number]”
Receive Instructions: Our support team will review your request and provide a Return Merchandise Authorization (RMA) number and the return address.
Ship Your Return: Pack the item securely. We recommend using a trackable shipping method, as RUTAM is not responsible for lost return packages.
Refund Processing: Once received and inspected (typically within 3–5 business days), refunds will be issued to your original payment method. Please allow 5–7 business days for your bank to post the credit.

6. INTERNATIONAL ORDERS (INCLUDING CANADA / AUSTRALIA / NEW ZEALAND)

International customers are welcome to shop with us. For international orders, returns are accepted only for unopened products that meet the requirements in Section 3.

International return shipping costs are the responsibility of the customer, except in cases where the item is defective, damaged, or incorrect.

7. RETURN REJECTIONS

Requests may be rejected if:

Product was opened (except defective claims or U.S. first-time satisfaction guarantee eligibility)
Product shows signs of excessive use, tampering, or fraud
Return was not authorized via RMA
Product is received after the 30-day window
Product was purchased from unauthorized resellers

RUTAM reserves the right to deny requests that appear to involve abuse, fraud, or attempts to circumvent this policy.