Refund and Returns Policy

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Overview

Return & Exchange Policy

At Rugy, we take pride in offering unique, handcrafted works of art made from pure silk, created with the highest standards of quality and craftsmanship.

Due to the luxurious and handcrafted nature of our products, many of which are specially made for each customer, we kindly ask you to carefully review our Return & Exchange Policy before placing an order.

1. Returns & Exchanges for Ready-Made Products

• Customers may request a return or exchange of ready-made (non-customized) products within 7 days of receiving their order.
• To qualify for a return or exchange, the product must be in its original condition, completely unused, and returned with its original packaging, gift box, and warranty card.

2. Custom Orders Policy

Since customized products are handcrafted exclusively for each customer based on their selected colors, designs, initials, or names provided through our customization questionnaire, the following conditions apply:

• Custom orders cannot be returned or canceled once the actual design and handcrafting process has begun.
• If an error occurs during production on our part (resulting in a product that does not match the specifications provided by the customer in the customization questionnaire), Rugy will take full responsibility and arrange for the product to be corrected or replaced at no additional cost.

3. Non-Returnable & Non-Exchangeable Items

We are unable to accept returns or exchanges under the following circumstances:

• Products that have been unwrapped, used, or attached to handbags and show visible signs of use.
• Products damaged due to misuse, improper washing, or exposure to chemicals.
• Return requests submitted after the specified 7-day period from the date of delivery.

4. How to Request a Return or Exchange

To initiate a return or exchange, please contact our customer service team via WhatsApp and provide the following information:

1. Your order number and full name.
2. The reason for requesting a return or exchange.
3. Clear photographs showing the product and its condition upon delivery.

5. Return & Exchange Shipping Fees

For returns requested due to a change of mind: The customer will be responsible for return shipping fees. This applies only to eligible ready-made (non-customized) products.

In the event of a store error or manufacturing defect: Rugy will cover all return and replacement shipping costs.