Returns, Exchanges & Refunds
Ruia and Ruia International LLP (RRILLP) endeavors to ensure that every transaction on our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.
That said, it is important to keep in mind that each piece is hand dyed and handcrafted, which may result in a slight variation in color and/or application of lace/embellishments and/or dimensions. This adds to the uniqueness of a Maneesha Ruia piece and should not be viewed upon as a flaw. Furthermore, different viewing devices may have an impact on the color projected.
As a policy, we do not offer returns or exchanges on products which are delivered in good condition and as per the order placed. However, if the product is wrongfully delivered (a wrong SKU was delivered and not as per the order placed) or has a genuine quality/manufacturing defect then we are open to extending full refund, exchange for another product (accounting for any price variation from the original product ordered, if any) or re-fulfilling (if item is available) your order.
To return or exchange a wrongfully delivered product or a defective/damaged in transit product or report a missing product, please follow the below steps:
- Double check your package and its contents and make a note of any tampering of the package, missing item/items, defective/damaged product or wrongly delivered product. Take photographs of the tampered package, defective/damaged and/or wrongfully delivered product, as the case may be.
- In the case a customer feels that the package has been tampered with or damaged in transit, please mention details about the same on the delivery receipt of our shipping partner instead of signing it as ‘received’.
- Get in touch with our Customer Service team within 48 hours of receipt of the package. We may be contacted by:
- telephone at +91 22 43402000 between 9.00 AM to 5.00 PM IST (Indian Standard Time) Monday through Friday
- email at firstname.lastname@example.org
- the Chat box on our site
- Send us all details that are relevant to the issue, including but not limited to photographs of the tampering/defect/damage, as mentioned above, your order number, date of transaction and delivery address. The more details the customer sends the quicker will be the resolution, if any is deemed necessary.
- Our Customer Service team will review the issue on its merits and will revert appropriately within 2-3 working days. Necessary action, if any, will be taken promptly thereafter.
Given the nature of our products, we reserve the sole discretion to provide a resolution, if deemed necessary, to any request for return, exchange or refund. Each request is handled on a case to case basis. Rest assured, any genuine request will be honored.
No refunds would be given nor returns/exchanges accepted if the customer has provided a wrong or incomplete shipping address resulting in 3 failed delivery attempts by our shipping partner.
No refunds would be given nor returns/exchanges accepted if the package is refused by the customer.
No refunds would be given nor returns/exchanges accepted if the customer refuses to pay the Import Duty/Taxes, as may be applicable, as mandated by the respective country where the customer has asked for delivery and doesn’t accept/collect his/her order from our shipping partner.
Any refund/return/exchange that is accepted by us, the applicable product/products will need to be returned in its the original packaging (along with price tags, invoices, labels, etc.). The refund, where applicable, will be made back to the same account or credit card from where the payment was originally made.