At RUMER, customer satisfaction is important to us. We want you to feel confident when shopping with us. If something isn't right with your order, our Return & Refund Policy explains how to request a return, exchange, or refund.
By placing an order through our online store, you acknowledge this policy, subject to your rights under applicable law.
1. Return Window
RUMER accepts eligible return requests within 30 days of delivery.
To qualify for a return, items must generally meet the following conditions:
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Items must be unworn, unused, unwashed, and undamaged.
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Items must be returned in their original condition.
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Original tags and labels must remain attached, where applicable.
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Items must be returned with their original packaging, where reasonably possible.
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Proof of purchase or an order number must be provided.
Items that do not meet these conditions may be ineligible for a return, except where a return, refund, or other remedy is required by applicable law.
2. Items That Cannot Be Returned
For hygiene, safety, or other legitimate business reasons, certain items may not be eligible for return unless they arrive damaged, defective, incorrect, or a return is otherwise required by law.
These may include:
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Items marked as final sale or non-returnable before purchase.
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Gift cards.
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Personal-use or hygiene-sensitive products, if offered by RUMER and identified as non-returnable.
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Items damaged through misuse, improper care, or ordinary wear after delivery.
Any non-returnable status will be disclosed clearly before purchase where applicable. Nothing in this section removes rights that cannot legally be excluded.
3. How to Request a Return
To start a return, contact our customer support team at:
Email: [Your Customer Support Email]
Please include the following information in your email:
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Your full name.
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Your order number.
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The item or items you want to return.
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The reason for the return.
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Photographs, if the item is damaged, defective, or incorrect.
Our team will review your request and provide return instructions, including the return address and any applicable shipping requirements.
Please do not send items back before receiving return instructions. Unauthorized returns may take longer to process.
4. Return Shipping Costs
Unless an item is defective, damaged, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable for voluntary returns, except where required by law or where RUMER confirms otherwise.
If we send you an incorrect item or an item arrives damaged or defective, please contact us before returning it. We will explain the appropriate return procedure and arrange a reasonable resolution, including return shipping assistance where applicable.
We recommend using a trackable shipping service and retaining your proof of postage. RUMER cannot guarantee receipt of items lost during a customer-arranged return shipment.
5. Exchanges
If you need a different size, color, or eligible item, please contact us at [Your Customer Support Email].
Exchanges are subject to product availability and approval.
If the requested replacement is unavailable, we may offer a refund or another appropriate solution.
If an exchange cannot be processed directly, you may be asked to return the original item and place a new order.
Any additional shipping charges will be explained before the exchange is completed.
6. Damaged, Defective, or Incorrect Items
We make every reasonable effort to ensure that your order is correct and arrives in good condition.
If you receive an item that is damaged, defective, or different from what you ordered, contact us within 7 days of delivery at [Your Customer Support Email].
Please provide:
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Your order number.
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A description of the issue.
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Clear photographs of the item and packaging, where applicable.
We will investigate the issue and determine an appropriate resolution, which may include a replacement, exchange, refund, or another remedy as required by applicable law.
The 7-day reporting period helps us investigate promptly and does not limit any rights or remedies available to you under applicable law.
7. Refund Processing
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will generally be issued to your original payment method.
Please allow 5–10 business days after refund approval for the refund to be processed by RUMER. Your bank, credit card issuer, or payment provider may require additional time to post the funds.
If you have not received your refund after the expected timeframe, please:
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Check your bank or payment account.
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Contact your card issuer or payment provider.
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Contact us at [Your Customer Support Email] if the refund still has not appeared.
Refund timing may vary by payment method and financial institution.
8. Partial Refunds
In limited circumstances, a partial refund may be appropriate where permitted by law, such as when an item is returned in a condition that does not qualify for a full refund under the disclosed return conditions.
Any proposed deduction or partial refund will be explained to the customer before the refund is finalized.
We will not apply deductions that are prohibited by applicable law.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible after placing it.
We will make reasonable efforts to cancel an order before it enters fulfillment or is shipped. However, cancellation cannot be guaranteed once processing or dispatch has begun.
If your order has already shipped, you may request a return under this policy once the item is delivered, subject to the applicable terms and legal requirements.
If RUMER cancels an order or cannot fulfill it, any required refund will be processed in accordance with applicable law.
10. Sale Items and Discounts
Eligible sale or promotional items may be returned under the same general conditions as regular-priced items unless the item was clearly identified as final sale or non-returnable before purchase.
Discounts, promotional offers, and bundle purchases may affect the amount refunded where the offer's terms were disclosed before purchase and such treatment is permitted by law.
Any refund will be calculated fairly and in accordance with the applicable promotional terms and consumer protection requirements.
11. Gifts
If an item was purchased as a gift, please contact our customer support team to discuss available return options.
Refunds will generally be issued to the original payment method used for the purchase unless applicable law requires otherwise or RUMER expressly approves another method.
12. Lost or Delayed Return Shipments
If you arrange your own return shipment, we recommend using a carrier that provides tracking and delivery confirmation.
If a return package is lost in transit, contact the carrier and provide us with your tracking information. We will review the available information and help where reasonably possible.
Responsibility for a lost return shipment will depend on the shipping arrangement, available evidence, and applicable law.
13. Consumer Rights
This policy is intended to operate in accordance with applicable federal, state, and local laws in the United States.
Nothing in this policy is intended to waive, restrict, or exclude any consumer rights that cannot legally be waived, restricted, or excluded.
Where applicable law provides additional return, refund, cancellation, or warranty rights, those rights will apply.
14. Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us:
Store Name: RUMER
Email: [Your Customer Support Email]
Website: [Your Shopify Store URL]
Customer Support Hours: [Your Customer Support Hours]
Please include your order number when contacting us about an existing purchase.
Thank you for shopping with RUMER. We appreciate your trust and look forward to providing you with a positive shopping experience.