Refund policy

We want you to love your purchase from Ruiia.

We offer a return process within 14 days from the date you received your order, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused/unopened, with tags and stickers, and in its original packaging. We are only able to accept returns on products which have not been used. If there are any signs of opening, wear, or damage, the return will not be processed. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at our contact page or support@ruiiakyoto.com

Please only send your item once it has been approved for return. A return address will be provided upon approval. 

Ruiia's Sealed-for-You Hygiene
Every Ruiia product leaves Japan Sealed-for-You in a tamper-evident box, so the very first touch your skin feels is uncompromised and pure. So, for health-protection reasons, our serums, creams, cleansers and other skin-contact products are supplied with either anti-tamper seals on the containers or tamper-evident paper boxes. If this seal is broken or if the carton shows signs of opening, we cannot accept the item as a return unless it is defective. This does not affect your right to a refund for goods that are damaged, leaking or otherwise faulty on arrival. This applies to all jurisdictions.

Important Notes

  • You are responsible for shipping costs for returns unless the item is faulty or damaged. We recommend using a tracked or signed-for service to ensure safe delivery, and keeping proof of postage.
  • Refunds will be processed to the original payment method once the returned item has been received and inspected. Please allow up to 10-14 business days for processing.
  • We cannot refund any transaction fees, customs, duties, or taxes incurred at the time of delivery.

You can always contact us for any return question at our contact page. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened or unused, with tags and stickers, and in its original packaging, sealed. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at our contact page. 

Thank you for choosing Ruiia!