Shipping policy

This policy covers how your RUENCE order reaches you and what happens if you want to return it. It is one document so you do not have to read two policies and reconcile them. It covers, in order: shipping methods and partners, delivery windows by region, returns eligibility and process, and refunds timing and method.

RUENCE is made in India and delivered across India and worldwide.

1. Shipping methods and partners

RUENCE ships every order through trusted logistics partners. Orders move by one of three methods, shown to you at checkout where available:

  • Standard courier, for most domestic and international orders.
  • Express courier, where it is offered for your destination and you choose it at checkout.
  • Local pickup or hand delivery, where RUENCE offers it for your region.

RUENCE describes its partners by category rather than by company name so the description stays accurate as partners change. Once your order is dispatched, RUENCE sends you a tracking reference so you can follow it to your door. Tracking updates come from the carrier and may take a short time to appear after dispatch.

2. Delivery windows by region

Delivery windows are stated as ranges, not promises. The brand would rather be honest about variance than name a single day it cannot guarantee. Windows are counted in business days from dispatch, not from the moment you place the order, and they exclude public holidays.

  • Within India: 5 to 7 business days for standard courier. Express, where offered, is faster and the window is shown at checkout.
  • International: 10 to 14 business days for standard courier, depending on the destination and on local customs handling.

Made-to-order pieces are cut and sewn for you after you order, so they carry a longer lead time before dispatch. That lead time is shown on the product page and is added to the delivery windows above.

Customs duties and import taxes on international orders, where they apply, are set by the destination country and are the responsibility of the recipient.

3. Returns eligibility and process

RUENCE wants every piece to be right for you. If it is not, you may return an eligible item within 14 business days from the date of delivery.

To be eligible for return, an item must be unworn, unwashed, and in its original condition with all tags attached. Some items are not eligible for return:

  • Made-to-order pieces, because they are cut and sewn for you.
  • Sale-tagged pieces, because they are sold as final sale.
  • Intimate items, where hygiene rules prevent a return once the item has been opened.

These exceptions do not affect your rights under the Consumer Protection Act 2019. If an item reaches you faulty, not as described, or not of satisfactory quality, you are entitled to a remedy regardless of the categories above.

To start a return, contact RUENCE through the contact panel with your order number and the item you want to return. RUENCE will confirm whether the item is eligible and share the steps to send it back. Please keep proof of postage until your return is processed.

4. Refunds timing and method

Once RUENCE receives your returned item and confirms it meets the eligibility conditions above, RUENCE issues your refund to the original payment method. Refunds are processed within 7 to 10 business days of that confirmation. The time it then takes to appear on your statement depends on your bank or payment provider.

Refunds are made in the currency of the original order. Where taxes were charged, they are refunded with the item where the law requires. Shipping charges are refunded where the return is due to a fault or an error by RUENCE; otherwise the original shipping charge is not refunded.

If your refund is faulty, delayed beyond the window above, or not as you expected, contact RUENCE through the contact panel and RUENCE will resolve it in good faith under the Consumer Protection Act 2019. Disputes that cannot be resolved directly may be referred to the consumer dispute redressal forum with jurisdiction.