Cancellation Policy
Before Dispatch
Orders can be cancelled before dispatch by contacting support with your order details. Email or WhatsApp your order number and the words "cancel order" — if the parcel has not left the studio, we stop fulfilment and refund the full paid amount to the original payment method. Cancellations requested the same day may race with packing; we will confirm whether dispatch already began.
After Dispatch
Once dispatched, cancellation is not guaranteed. Please use the returns process after delivery if eligible — refuse delivery only if the courier allows it cleanly; otherwise accept the parcel and follow the 15-day returns window with unboxing video where required. We cannot instruct carriers to recall in-transit parcels in every serviceable area.
Made-to-Order & Custom Pieces
Bespoke and custom-order work begins after design confirmation and, where applicable, advance payment. Because materials and bench time are committed immediately, standard cancellations do not apply once making has started. Any partial refund or material credit is agreed in writing before payment is taken — see Custom Orders for the commission flow.
Refund Processing
Approved cancellations are refunded to the original payment method within standard banking timelines (typically 5–7 business days after we initiate; UPI and card issuers may show credit sooner). Non-refundable convenience or shipping fees, if ever charged, are listed at checkout — currently prepaid orders cancelled pre-dispatch are refunded in full. If a refund has not appeared after the bank window, contact support with your order ID and we will chase the payment gateway.
Promo Codes & Store Credit
If you paid with a promo code and cancel the full order, the code is restored for reuse when its terms allow. Partial cancellations keep the discount proportionate to the remaining items unless the code states otherwise. Store credit or gift balances, if issued in place of a refund, never expire and apply to any product on ruhbyruhi.com.
How to Reach Us
Fastest path: WhatsApp or email from the Contact page with your order number. Business-day responses; include photos only if you are also reporting damage (those belong in the returns flow, not cancellation).