Refund policy
Returns & Refunds Policy
Last Updated: September 2026
At Rugiada, our products are made to order through our production partner. Each item is produced specifically after an order is placed.
We want you to be happy with your order. Please read the following policy before placing your order. Nothing in this policy affects your statutory rights under UK consumer law.
Change of Mind – Standard Products
For standard, non-personalised products purchased online, you may request a return within 14 days of receiving your order if you have simply changed your mind.
To request a return, please contact us at rugiadacustomer@outlook.com within 14 days of receiving your order and include your order number.
Once you have notified us that you wish to cancel, you will generally have a further 14 days to return the item.
The item must be returned in its original condition. You may handle the item only to the extent necessary to establish its nature, characteristics and functionality.
For change-of-mind returns, the cost of returning the item is your responsibility, unless the item is faulty, damaged or incorrect.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for items that are lost or damaged while being returned to us.
Where the statutory cancellation right applies, your refund will include the cost of the least expensive standard delivery option available when you placed your order. Any additional amount paid for express or upgraded delivery will not be refunded.
Personalised Products
Personalised or genuinely custom-made products made to your individual specifications may not be eligible for cancellation due to a change of mind under UK consumer law.
However, this does not affect your statutory rights if a personalised product is faulty, damaged, defective, not as described or otherwise does not conform to the contract.
Made-to-Order Products
Our products are made to order, meaning production may begin shortly after your order is placed.
If you wish to make a change to or cancel an order, please contact us at rugiadacustomer@outlook.com as soon as possible.
We will do our best to accommodate requests made before production begins. However, once production has started, we may not be able to make changes or cancel the order before it is produced.
Being made to order does not by itself remove any statutory cancellation or consumer rights that apply to your purchase.
Faulty, Damaged, Defective or Incorrect Items
If your order arrives faulty, damaged, defective, not as described, or you have received the wrong item, please contact us at rugiadacustomer@outlook.com as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem, where applicable
We will review the issue and, where appropriate, arrange a repair, replacement, price reduction or refund in accordance with your statutory rights.
Where an item is faulty, damaged or incorrect, you will not be responsible for reasonable return costs where UK consumer law requires us to cover them.
Your statutory rights regarding faulty or non-conforming goods continue to apply even if the normal 14-day change-of-mind period has passed.
Incorrect Phone Model, Size or Product Selected
Please carefully check your phone model, size, colour and product selection before completing your order.
If you select the wrong model, size or product yourself, this will generally be treated as a change-of-mind return. For standard, non-personalised products purchased online, the 14-day cancellation rights described above may still apply.
If Rugiada sends you an incorrect product, please contact us and we will resolve the issue in accordance with your statutory rights.
Refunds
Where a refund is due, it will normally be issued to the original payment method used to place the order.
For statutory cancellations, we will issue the refund without undue delay and in accordance with applicable UK consumer law. We may wait until the returned goods have been received or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.
Once a refund has been issued, the time it takes to appear in your account may depend on your bank or payment provider.
Lost or Delayed Orders
If your order has not arrived within the expected delivery timeframe, please contact us at rugiadacustomer@outlook.com with your order number.
We will work with our shipping or production partner to investigate the delivery.
Our delivery timeframes are estimates and may be affected by postal delays, customs, public holidays or circumstances outside our reasonable control. This does not affect any statutory rights you may have regarding delivery.
Incorrect Shipping Information
Please make sure your delivery information is accurate and complete before placing your order.
We cannot be responsible for delays, failed deliveries or additional costs resulting from incorrect or incomplete information provided at checkout, where permitted by law.
Your Statutory Rights
This policy does not limit, exclude or replace any rights you have under UK consumer law.
If there is any conflict between this policy and your statutory consumer rights, your statutory rights will apply.
Contact:
Rugiada
Email: rugiadacustomer@outlook.com