Ruthenium Hair – Returns & Refund Policy

Last Updated: 21 August 2026

At Ruthenium Hair, we want you to be completely satisfied with your purchase. If you are not happy with your order, please review our returns and refund policy below.

1. Returns

We accept returns within 14 days of delivery, provided the item is unused, unworn, and returned in its original condition.

For hygiene reasons, wigs and hair products must not have been worn, washed, cut, coloured, altered, or styled. All original tags, packaging, and accessories must also be included.

Please note: We may refuse a return if the product shows signs of use, damage, alteration, or does not meet our hygiene requirements.

2. Faulty or Incorrect Items

If you receive an item that is faulty, damaged, or different from what you ordered, please contact us within 48 hours of delivery with photographs and details of the issue.

Where the item is confirmed to be faulty or incorrectly supplied, we will offer an appropriate solution, which may include a replacement, repair, or full refund.

3. Change of Mind

If you change your mind about your purchase, you may return the item within 14 days, provided it meets our return conditions.

Unless the item is faulty or we sent the wrong product, return postage costs are the responsibility of the customer.

4. Refunds

Once we receive and inspect your returned item, we will process your refund to the original payment method.

Refunds are normally processed within 5–7 working days after the returned item has been received and approved. Your bank or payment provider may take additional time to make the funds available.

Original delivery charges may not be refundable where the return is due to a change of mind.

5. Return Procedure

To request a return, please contact Ruthenium Hair before sending the item back. Include your order number and the reason for the return.

Do not send items back without contacting us first, as this may delay the processing of your return.

Customers are responsible for ensuring that returned items are securely packaged. We recommend using a tracked delivery service and keeping proof of postage.

6. eBay Purchases

If you purchased a Ruthenium Hair product through eBay, your return may also be subject to eBay's current Money Back Guarantee and applicable return policies.

Where an eBay return is required, please follow the return instructions provided through your eBay order.

7. Exclusions

We cannot accept returns for products that have been:

• Worn or used

• Washed or chemically treated

• Cut, coloured, bleached, or altered

• Restyled or significantly modified

• Damaged after delivery

• Returned without the original packaging or required accessories

These restrictions do not affect your statutory rights where an item is faulty, misdescribed, or otherwise does not conform to your legal rights as a consumer.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection law. If a product is faulty, not as described, or does not meet the required standards, you may have additional rights and remedies.

For questions regarding returns or refunds, please contact Ruthenium Hair Customer Service through the contact details provided on our website.

Ruthenium Hair
Quality Hair. Confidence. You.