Refund Policy


We get it. You order the hair, it arrives and your the texture or colour isn’t *quite* what you imagined. We accept all returns requested within 30 days of the purchase date. 


For returns, please email with the subject line "Return: [Your Order No. Here]". We will then share the instructions to follow for our digital returns process with Royal Mail.


To be eligible for a return, your product must:

  • Still have the original RUKA tag attached
  • Still have any original packaging intact (plastic / ribbon ties)
  • Not be altered in any way (e.g. brushed out, cut, coloured, bleached)
  • Not have been worn

If not, we will not be able to accept the return, and we will have no choice but to send the order back to you.


If your product is faulty - we're so sorry! Please get in touch with us at with a description and some photos so that our quality control team can understand what went wrong, then organise an exchange or refund. 


After receiving your return and inspecting the condition of the item, we will process the return. Please allow at least 14 days from the receipt of your item to process your return.

Refunds may take 1-2 billing cycles to appear on your card statement, depending on the company. We will notify you by email when your return has been processed.


Please note Sale Items are 'Final Sale' and cannot be returned or refunded.