Ruu Ceylon Gem & Jewelry — Return & Exchange Policy

Effective date: 07 December 2025

At Ruu Ceylon Gem & Jewelry, each piece is crafted with great care. Due to the delicate nature of fine jewelry, we follow a very strict Return & Exchange Policy to ensure product quality standards.

1. Exchanges Only (No Refunds)

We do not offer refunds for change-of-mind orders.
However, we allow exchanges for eligible items within the specified time frame below.

2. Exchange Window – 3 Days

• You may request an exchange within 3 days from the date of delivery or pickup.
• After 3 days, exchanges will not be accepted under any circumstance.

3. Eligibility for Exchange

To qualify for an exchange, the item must be:

✔ Unused
✔ Unworn
✔ Undamaged
✔ Unaltered (no resizing, no cleaning, no third-party changes)
✔ Accompanied with original packaging, invoice, and authenticity certificates

Strictly no exchange if the product shows signs of wear, scratches, perfume, sweat, or handling marks.

4. Non-Exchangeable Items

The following items are final sale:

❌ Personalized jewelry (name necklaces, engraved items, fingerprint pendants, birthstone customs)
❌ Rings or bracelets that have been resized
❌ Earrings (due to hygiene reasons)
❌ Items purchased on sale / promotional offers
❌ Custom orders (special designs, made-to-order pieces)
❌ Items returned without full packaging & certificates

5. Wrong / Damaged / Defective Item Received

If you receive a wrong or damaged item, you must:

1. Take clear photos/video of the item and the packaging immediately.
2. Contact us within 24 hours of receiving your order.

We will inspect and verify the issue.
If approved, we will either:

• Replace the item
• Offer an exchange
• Offer a store credit (not cash refund)

Packages with broken seals should not be accepted from the courier.

6. Exchange Process

To start an exchange:

1. Contact us via WhatsApp or Email with your order number, photos/video, and the reason for exchange.
2. Once approved, you must return the item within 3 days.
3. Shipping costs for exchanges (change of mind) are borne by the customer.
4. Ruu Ceylon is not responsible for lost/damaged return parcels — please use secure, trackable shipping.

Items sent back without approval will be rejected.

7. Store Credit (If Applicable)

For certain cases (based on inspection and approval), a store credit may be offered.
Store credit is:

• Valid for 60 days
• Non-refundable
• Non-transferable

8. Inspection & Approval

All returned items go through a strict quality inspection.
Your exchange request may be rejected if the item:

• Shows signs of wear or use
• Has scratches/damage caused after delivery?
• Has missing parts, certificates, or packaging
• Does not match the photos originally provided

Our inspection team’s decision will be final.

9. Contact Details

WhatsApp: +94 (77) 668 7828
Email:  ruuceylong@gmail.com
Working Hours: Mon–Sat | 7.30:00 AM – 10:00 PM