Delivery and returns

Information
General Delivery info

Orders placed usually ship out within 72 hours from Kuala Lumpur, MY.  

Delivery times are estimates and start from the date of dispatch. Please note that in some areas, there is a limited range of delivery services available, and we cannot be responsible for delays due to remote delivery locations or adverse weather conditions. We will endeavor to send your order out as quickly as possible, but please note there may be a slight delay in processing orders and returns during our peak seasons (sales, holiday seasons, and promotions).

During the sales period, your order may experience a slight delay. Please allow up to 7 working days for your order to be with you.

INTERNATIONAL ORDERS

Ruhi currently ships to Singapore and customers can place the order on our Singapore site (sg.shopruhi.com) or through Whatsapp (WA). Orders may be subject to import customs taxes, fees, and duties, which are levied once a shipment reaches your country. Customers are responsible for all customs clearance charges and local import charges (import duty, tax, etc) if any. Be aware that cross-border shipments are subject to opening and inspection by customs authorities.

RETURN, REFUND & EXCHANGE POLICY

At Ruhi, we take pride in ensuring that every item is carefully inspected before it reaches you. If you encounter any issues with your purchase, please review our policy below.

1. Eligibility for Returns

Returns are only accepted under the following conditions:

  • The item is unused, unworn, and unwashed
  • The item is returned in its original condition with tags and packaging intact
  • The return request is made within 3 days of receiving the parcel. Any report or claim made after this period will not be entertained and will be considered invalid.

Items that do not meet these conditions may not be eligible for return or refund.

 
2. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items that have been worn, washed, used, or altered
  • Items returned without original packaging or tags
  • Item purchased during sale, promotional, or with vouchers (including new member’s vouchers)
  • Returns requested after the allowed return period

Ruhi reserves the right to reject any return that does not meet our return requirements.

 
3. Exchange Policy

We currently allow exchanges for:

  • Defective items
  • Incorrect items received

If your item qualifies for exchange:

  • Requests must be submitted within 3 days of receiving the parcel
  • Exchanges are subject to stock availability
  • If the requested item is unavailable, a refund or store credit may be offered

Customers will be responsible for return shipping costs unless the error is from our side.

You may contact our Customer Service team via Whatsapp at +60129609116 or email us at hello@ruhicreative.com with your Order ID, product details, and clear photos of the defect or damage for assistance.

 
4. Refund Policy

Once the returned item is received and inspected:

  • Refunds will be processed within 5 business days
  • Refunds will be made using the original payment method

Your bank or payment provider may require additional processing time for the refund to appear in your account.

 

5. Payments via Atome / Online Payment Gateways

For orders paid via Atome or other online payment gateways, please note:

  • Payment processing fees charged by the payment provider are non-refundable.
  • Refunds will be processed based on the net amount received by Ruhi after deduction of payment processing fees and SST.

Example:

Order paid via Atome: RM300
Net amount received by Ruhi: RM280.05

Refund amount: RM280.05

All refunds will follow Atome’s refund policy and processing timeline.

 
6. Return Shipping

Unless the return is due to a defect or incorrect item sent by Ruhi, customers are responsible for:

  • Return shipping fees
  • Ensuring the item is safely packed for return

Ruhi is not responsible for lost parcels during return shipment.

 

7. Inspection & Rejection of Returns

All returned items will undergo quality inspection.

If the returned item is found to be:

  • Used
  • Worn
  • Washed
  • Damaged by customer
  • Not in original condition

Ruhi reserves the right to reject the return and send the item back to the customer.

 

8. Contact for Returns

To request a return or exchange, please contact us with your order details:

Email / WhatsApp: hello@ruhicreative.com / +60129609116
Order Number: Required for all return requests.

Securely pack items and send them using an insured carrier to:

Ruhi Creative Enterprise
B-20-7, Central Residence @ Suria Sg. Besi, Block B, Jalan Sg. Besi,
57100 Kuala Lumpur.

 

9. Other terms and conditions
  • We reserve the right to reject any returns and request for refund at our sole discretion.
  • Late refund requests received will not be entertained and the decision made by the company is final.
RETURN TERMS AND CONDITIONS

Orders may be returned within 7 days of receipt if you are unsatisfied. If you need to return an item, please note that all items must be returned in the condition they were received: unworn, unwashed, or unaltered, with all tags attached.  Customers will receive a full refund minus shipping. Merchandise returned without original packaging will not be refunded.

Replacements at no cost to you will be sent promptly in the event of damaged or defective merchandise. Free return shipping is provided for damaged, defective, or incorrectly shipped items. In all other cases, the customer is responsible for return shipping costs. Items returned COD will not be accepted.

Once a return has been received (within a specified time), a credit or refund will be processed within 5 business days. Customers will be notified by email/WA when a return is complete. Please note that your banking institution may require additional days to process and post the transaction.