Refund & Return Policy

1. How does the order process work?

Once your order has been successfully placed through our official website, you will receive an order confirmation email containing your order details.

Our team will then process and fulfill your order based on the information provided at checkout.

Please ensure that your contact information and delivery address are correct before completing your purchase.

2. Can I cancel my order?

We aim to process orders as quickly as possible, usually within 24 hours.

If you wish to cancel your order, please contact our customer service team as soon as possible. We will do our best to assist you if your order has not yet been processed or shipped.

Once an order has been fulfilled or shipped, cancellation will no longer be possible.

3. Cancellation & Transaction Fees

For orders paid using Buy Now Pay Later (BNPL) services, such as Atome or Grab PayLater, or through PayPal, please note that payment providers may charge a non-refundable transaction fee.

Where a 6% transaction fee applies, cancellations requested for personal reasons, including change of mind or incorrect order details provided by the customer, will be refunded after deduction of the applicable transaction fee.

Example:

• Order amount: RM100
• Transaction fee (6%): RM6
• Refund amount: RM94

If the cancellation is due to an issue on our side, such as an unavailable item or an error with your order, no cancellation fee will be deducted and a full refund will be issued.

4. How do you pack my order?

Every order is carefully packed with both protection and privacy in mind.

Products are first wrapped with protective packaging before being placed securely inside a box. The parcel is then packed in a courier bag for delivery.

Our external packaging is discreet and does not indicate the contents of your purchase.

5. Can I return or exchange a product?

Due to hygiene and safety reasons, we are unable to accept returns or exchanges for products that have been opened, used, or have had their original packaging or seal removed.

Eligible returns must be in their original, unopened and unused condition, with the original packaging intact.

Discounted or promotional items are considered final sale and are not eligible for return or exchange unless the item received is damaged, defective, or incorrect.

Return shipping costs will be borne by the customer unless the return is due to an error on our side.

6. What should I do if I receive the wrong product?

We sincerely apologize if you receive an incorrect item.

Please contact our customer service team within 3 days of receiving your parcel and provide:

• Your order number
• Clear photos of the item received
• Photos of the original packaging

The product must remain unopened and in its original packaging.

Once the case has been verified by our team, we will arrange the appropriate replacement or solution for you.

7. What should I do if I receive a damaged or defective product?

If your product arrives damaged or defective, please contact our customer service team within 3 days of receiving your parcel.

Please provide your order number together with clear photos or videos showing the condition of the product and its packaging.

Once the issue has been verified, our team will assist you with an appropriate replacement or refund, depending on the circumstances.

8. When am I eligible for a refund?

Refunds may be issued in situations including:

• An eligible order is canceled before fulfillment
• We are unable to fulfill your order
• An item is confirmed to be damaged or defective
• You receive an incorrect item
• An item is missing from your order and has been verified by our team

All refund requests are subject to review and approval.

9. How long will my refund take?

Once your refund has been approved and processed, please allow approximately 7 to 14 working days for the amount to be reflected in your account.

The actual processing time may vary depending on your bank, card issuer, or payment provider.

10. Contact Us

If you have any questions regarding your order, return, exchange, or refund, please contact our customer service team:

Email: ruderoseofficial@gmail.com
WhatsApp: +60 13-248 7120
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT+8), excluding public holidays.

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