Refund policy

EXCHANGE POLICY

1. Exchange Channel (Online Only)

  • All exchanges are strictly processed online.

  • Items must be shipped back to RUH.KL HQ to be processed. We do not accept walk-in exchanges at any physical locations or events.

2. Timeframe & Eligibility

  • Exchanges must be initiated within 7 days of the parcel receiving date.

  • Applicable to normal-priced items only.

  • Policy is strictly limited to size exchanges and manufacturing defects.

  • Must be accompanied by the original receipt/proof of purchase.

3. Item Condition

  • Items must be returned in their original state: unworn, unwashed, scent-free, and with original tags attached.

  • RUH.KL reserves the right to reject any exchange if the item does not meet these standards.

4. Item Selection & Value

  • Exchange is prioritized for the same item (different size).

  • If the original item is out of stock, you may choose a different design:

    • Higher Price: You must pay the price difference.

    • Lower Price: No cash refund will be provided for the balance.

5. Strict Exclusions

  • STRICTLY NO exchanges for Clearance, Markdown, or Promotional items.

  • STRICTLY NO exchanges for items that have been altered or washed.

  • STRICTLY NO cash refunds.

6. Frequency Limit

  • Allowed only one time per receipt/order.

7. Rights & Jurisdiction

  • RUH.KL reserves the right to refuse the request if any of the above terms are not adhered to.

  • Applicable for purchases made within Malaysia only.

REFUND POLICY

1. General Refund Eligibility

  • RUH.KL will only allow refunds in cases of wrong or defected item(s).

  • We will prioritize exchanging for the same item, subject to stock availability.

2. Refund in Store Credit

  • If the item to be exchanged is out of stock, a refund will be given in the form of STORE CREDIT due to our inability to fulfill the order.

3. No Cash Refunds

  • No cash refunds will be issued.

  • We offer store credit or exchanges only.

4. Rights of Refusal

  • RUH.KL retains the right to refuse any exchange or refund.

5. Non-Exchangeable Items The following items are strictly excluded from refunds or exchanges:

  • Items received or purchased more than 7 days ago.

  • Used or unsealed products (except under specific stated conditions).

  • Products not sold by RUH.KL

  • Products damaged by the buyer.

  • Free gifts and samples.

  • Discounted items.

  • Hygiene Clause: Worn and washed products are not returnable or exchangeable once the product packaging box or seal is opened.