Terms of service

1. DEFINITIONS

  • "RUH" Refers to the brand, its parent entity, and authorized representatives.

  • "Customer" The individual or entity accessing the site or procuring Goods.

  • "Goods" All apparel and merchandise offered by RUH.

  • "Order" A finalized agreement to purchase Goods.

  • "Store Credit" Non-transferable digital currency issued by RUH in lieu of cash refunds.

2. PAYMENT PROTOCOLS

2.1 Authorized Channels

  • Direct Gateway: Stripe Malaysia (Secure Online Processing).

  • Cards: FPX, Visa, Mastercard, and Google Pay

2.2 Order Execution

  • Finality: Orders cannot be edited, amended, or cancelled once submitted. Verify your selection (Size, Quantity, Address) prior to payment.

  • Stock: RUH reserves the right to reject Orders based on inventory deficits.

  • Confirmation: An email confirmation indicates receipt of the Order for processing, not immediate dispatch.

  • Liability: RUH is not liable for errors in submission (e.g., incorrect address or size selected by the Customer).

2.3 Processing Timeline

  • Internal Handling: 2–5 business days for quality check and packing.

  • Tracking: A tracking number will be issued via email within 48–72 hours of dispatch.

3. LOGISTICS & DELIVERY

3.1 Domestic (Malaysia)

  • Peninsular: 2–3 business days (courier transit time).

  • Sabah/Sarawak: 3–5 business days (courier transit time).

  • Disclaimer: Timelines strictly refer to courier transit. RUH is not liable for external delays (courier, weather, holidays).

3.3 No Collection

  • Online Only: RUH operates a strict direct-to-consumer online model. No physical pickup or boutique collection is available.

4. EXCHANGE POLICY (STRICT)

4.1 Channel

  • All exchanges are processed via Whatsapp to RUH HQ only.

4.2 Eligibility

  • Window: Request must be initiated within 7 days of receipt.

  • Condition: Items must be unworn, unwashed, scent-free, and tags intact.

  • Scope: Strictly limited to Size Exchange or Manufacturing Defect.

4.3 Execution

  • Same Item: Exchange is prioritized for the exact item in a different size.

  • Variance:

    • If the new item is higher priced, the Customer pays the difference.

    • If the new item is lower priced, no cash refund is issued for the balance.

4.4 Exclusions (Non-Negotiable)

  • NO exchange for Clearance/Markdown items.

  • NO exchange for altered or washed items.

  • NO exchange beyond the 7-day window.

5. REFUND POLICY

5.1 Criteria

  • Refunds are only permitted for:

    1. Incorrectly supplied items.

    2. Verified manufacturing defects where stock is unavailable for exchange.

5.2 Method

  • Store Credit Only: If a replacement is unavailable, RUH issues Store Credit.

  • No Cash: Strictly NO cash refunds under any circumstances.

6. INTELLECTUAL PROPERTY

  • Ownership: All visual assets, designs, and text ("Concrete & Cotton" imagery, brand copy) are the exclusive property of RUH.

  • Enforcement: Unauthorized reproduction or commercial use will result in legal action.

7. LIABILITY & RISK

  • Product Use: Customers assume full risk for the handling and care of the Goods. RUH is not liable for damage resulting from improper washing or wear.

  • Third Parties: RUH is not liable for failures by payment gateways or courier services.

8. GOVERNING LAW

  • These terms are governed by the laws of Malaysia.

9. PRIVACY

  • Compliance: Data is processed in accordance with the Personal Data Protection Act 2010 (PDPA).

  • Usage: Data is used strictly for Order fulfillment and necessary communication.