Refund policy

Right of Withdrawal

Last updated: March 3, 2026

At ruftana, customer satisfaction is our priority. This Right of Withdrawal policy applies to orders delivered within Germany and outlines the conditions for returns, exchanges, and refunds.

1. Right of Withdrawal (14 Days – EU Consumer Law)

If you are a consumer residing in Germany, you have the legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day you (or a third party indicated by you) receive the goods.

To exercise your right of withdrawal, you must inform us by email at support@ruftana.store with a clear statement of your decision to withdraw from the contract.

2. Conditions for Returns

To be eligible for a return:

The item must be unused, unworn, and in its original condition.
The item must be returned in its original packaging.
Proof of purchase (order number) is required.

Items returned without prior contact and approval may not be processed.

3. Return Shipping Costs

Unless the item is defective or incorrectly delivered, customers are responsible for return shipping costs.

If the item is faulty, damaged, or incorrect, ruftana will cover all return costs.

4. How to Initiate a Return

To request a withdrawal or return:

Email: support@ruftana.store
Please include:

Your order number
The reason for return
Photos (if the item is damaged or defective)

We will provide you with clear return instructions.

5. Non-Returnable Items

The following items cannot be returned:

Items showing clear signs of use
Items damaged by the customer
Products not in original packaging
Gift cards
Promotional or final sale items
Sealed goods not suitable for return for health or hygiene reasons once unsealed

6. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

Refunds will be issued to the original payment method.
Processing time: 5–10 business days (depending on your payment provider).

7. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery.

We will:

Cover all associated costs
Offer a replacement or full refund

8. Shipping Information

All orders are shipped from the United Kingdom.

We currently deliver to Germany.
Estimated delivery time: 3–7 working days (including processing).

Since shipments originate from a non-EU country, import duties or VAT may apply according to German regulations. These charges must be borne by the customer where legally required.

9. Company Information

RUFTANA LTD
100A Wilmslow Road
Manchester M14 5AJ
United Kingdom
Company Number: 17025505
Email: support@ruftana.store
Website: https://ruftana.store