Refund policy

What is your Full Refund Guarantee?

If you are unhappy with your purchase for any reason, please contact us quoting your invoice number within 28 days from the receipt of your purchase. We will refund, replace, or credit the cost against a future purchase.

This does not cover Bespoke or Custom items. Please contact us for our Bespoke and Custom Items Refund Policy.

Product Safety Concerns

If your item arrives damaged or you believe it poses a safety issue, please report it to us as soon as possible by emailing info@michaelruh.com. Please include your order number, a description of the issue, and photos if available. We take product safety very seriously and will respond promptly.

Do I have to pay customs and import charges?

Orders shipped to destinations outside the UK and the EU may incur duties and taxes, which may be due at the time of delivery. These are not calculated during checkout and are not collected by Michael Ruh. (If you are sending a gift, the recipient may be responsible for these amounts.) You may want to consult your local customs office for more details about duties and taxes.

Michael Ruh Studio does not accept any liability for additional taxes and charges relating to clearing your goods through customs. These are the responsibility of the customer. Any parcels returned to us due to customs charges being higher than expected will be refunded minus all costs incurred, including restocking and admin. If goods are not collected or cleared through customs and are not returned to us, no refund will be issued.

How do I return my purchase?

If you are not completely happy with your purchase, you are welcome to return it to us. The cost of returning your purchase is the responsibility of the customer, and the item must be sent in its original packaging (or equivalent) to our studio in London.

All parcels are sent back at the customer’s own risk. We advise using a tracked courier service, as the parcel is not our responsibility until we sign for it. Providing it arrives back safely and in the exact condition it was sent, we’ll give you a full refund.

We comply with the Distance Selling Act regulations. A full refund, less postage, will be made within 14 days via the original method of payment, and you will receive an email confirmation once processed.

My item is faulty, how do I return it?

If you believe the item you received is faulty, please contact us via phone or email with your order number. We will advise you on the next steps.

We take great care with our product photography to represent our handmade pieces accurately. However, due to the nature of handmade work and variations in screen display, colours and shapes may vary slightly.

My order is not correct, how do I return it?

Mistakes occasionally happen, and we will always do our utmost to resolve any issues. Please contact us with your order number via phone or email and we’ll put it right.