Refund policy

Refund & Returns Policy

At rue fine., our products are prepared and fulfilled through our specialised fulfilment partner. Because our skincare and personal-care products are produced and branded specifically for our store, we are generally unable to accept standard change-of-mind returns except where a return, cancellation or refund is required by applicable consumer law.

Please read the information below before requesting a return or refund.

Damaged, faulty or incorrect items

Please inspect your order when it arrives.

If your order arrives damaged, faulty, defective, or you receive the wrong product, please contact us as soon as possible at support@ruefine.com.

Please include:

Your order number
A description of the issue
Clear photographs of the affected product
Clear photographs of the packaging and shipping box, where relevant

We will review the issue and, where appropriate, arrange a replacement, refund or other suitable resolution.

Please do not contact our manufacturer or fulfilment partner directly. All customer support and claims must be handled through rue fine.

This does not affect your statutory rights.

Change-of-mind returns

Except where required by applicable consumer law, we do not generally accept returns simply because you have changed your mind.

Our products are skincare, cosmetic and personal-care products fulfilled specifically for each customer order, and our fulfilment partner does not operate a standard consumer return facility for our branded products.

Please do not send products back to the sender, manufacturer, fulfilment centre or any other address without first receiving written instructions from us.

Unauthorised returns may not be received or processed.

Where applicable law gives you a legal right to cancel or withdraw from your purchase, that right will continue to apply as explained below.

European Union — 14-day right of withdrawal

If your order is delivered to a consumer in the European Union, you generally have the legal right to withdraw from your online purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us before the 14-day withdrawal period expires.

You can submit your request using the withdrawal/cancellation function available through our store, where provided, or contact us at:

support@ruefine.com

Please include your name, order number and a clear statement that you wish to withdraw from the purchase.

Skincare and hygiene products

The right of withdrawal may not apply to sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been removed after delivery.

For this reason, please do not open, unseal or use a product if you are considering exercising your right of withdrawal.

Your statutory rights in relation to products that are faulty, damaged or not as described are not affected.

What happens after an EU withdrawal request

Because our orders are fulfilled through a specialised third-party fulfilment service, do not send the product back unless we specifically instruct you to do so.

After receiving your withdrawal request, we will provide the appropriate next steps.

Depending on the circumstances, we may:

confirm that no physical return is required; or
provide specific return instructions where a return is required and can be accepted.

Where the statutory right of withdrawal applies, any refund due will be processed in accordance with applicable EU consumer law.

Where required by law, this includes the original cost of our standard delivery method. Any additional amount paid because you selected a more expensive delivery method than our standard option is not refundable unless required by law.

If we confirm that no return is required, this does not affect your entitlement to any refund that is legally due.

United Kingdom — 14-day cancellation right

If your order is delivered to a consumer in the United Kingdom, you generally have the right to cancel an eligible online purchase within 14 days after receiving the goods, without giving a reason.

To exercise this right, contact support@ruefine.com before the cancellation period expires and include your name, order number and a clear statement that you wish to cancel.

The same health and hygiene restrictions described above may apply to qualifying sealed skincare or personal-care goods once they have been unsealed after delivery.

Do not return a product to the sender or fulfilment centre unless we provide you with specific return instructions.

Where a statutory cancellation right applies, refunds will be handled in accordance with applicable UK consumer law.

Exchanges

We do not currently offer direct exchanges.

If there is a problem with your order, please contact us at support@ruefine.com and we will review the matter.

Order cancellations and changes

Orders are submitted to our fulfilment system shortly after they are placed.

Once an order has entered processing or production, we may be unable to:

Cancel the order
Change the products or quantities
Change the delivery address

If you notice an error, contact us immediately at support@ruefine.com.

We will do our best to assist you, but we cannot guarantee that an order can be changed or stopped once fulfilment has begun.

This section does not limit any cancellation or withdrawal rights that you have under mandatory consumer law.

Lost orders

If your order appears to be lost in transit, please contact support@ruefine.com with your order number and delivery details.

We will investigate the shipment with our fulfilment and delivery partners and, where appropriate, arrange a replacement, refund or other resolution.

Failed delivery or incorrect address

Customers are responsible for providing complete and accurate delivery information when placing an order.

If a delivery cannot be completed because an incorrect or incomplete address was provided, the recipient was unavailable, or the courier could not complete delivery, additional shipping charges may apply if the order needs to be sent again.

We will contact you where possible to arrange the next steps.

Refunds

Where a refund is approved, it will normally be issued to the original payment method.

Once a refund has been processed by us, your bank, card provider or payment provider may require additional time before the funds appear in your account.

Shipping charges are generally non-refundable except where:

the product was faulty, damaged or incorrectly supplied;
a statutory cancellation or withdrawal right requires shipping charges to be refunded; or
applicable law otherwise requires a refund.