Refund policy
Your Right to Return
We want you to love your Michael Ruh piece. If for any reason you are not completely happy with your purchase, you may return it to us within 28 days of receipt for a full refund, replacement, or credit against a future purchase.
To arrange a return, please contact us quoting your invoice number at info@michaelruh.com or call +44 (0)20 8671 2000.
EU Right of Withdrawal
If you are based in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU Directive 2011/83/EU. To exercise this right, please use the Returns & Cancellations link in our website footer. You will receive an automatic confirmation once your withdrawal request has been submitted. A full refund will be issued within 14 days of us receiving your returned item.
How to Return an Item
Please return items in their original packaging, or equivalent protective packaging, to our studio in London. The cost of return shipping is the responsibility of the customer. We strongly recommend using a tracked courier service, as items remain your responsibility until we sign for them. We cannot accept liability for items lost or damaged in transit back to us.
Once your return arrives safely and in its original condition, we will issue a full refund within 14 days via your original payment method. You will receive an email confirmation once this has been processed.
Bespoke and Custom Orders
Bespoke and custom-made items are non-returnable unless they arrive damaged or faulty. Please contact us to discuss our policy for commissioned work before placing your order.
Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@michaelruh.com or +44 (0)20 8671 2000. EU customers may also use the Returns & Cancellations link in our website footer. We will do our best to cancel your order before it is fulfilled. Once an order has been dispatched it cannot be cancelled, and our standard returns process will apply.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us as soon as possible at info@michaelruh.com with your order number, a description of the issue, and photographs where possible. We take product safety very seriously and will respond promptly to arrange a replacement, repair, or full refund including return postage costs.
We take great care with our product photography to represent our handmade pieces accurately. However, due to the nature of handmade glasswork and variations in screen display, slight variations in colour and form are an inherent characteristic of the work and are not considered faults.
Incorrect Orders
If you have received an incorrect item, please contact us with your order number via email or phone and we will resolve this as quickly as possible at no cost to you.
Customs and Import Charges
Orders shipped to destinations outside the UK and EU may incur local duties and taxes payable on delivery. These charges are not calculated at checkout and are not collected by Michael Ruh Studio. If you are sending a gift, the recipient may be responsible for these amounts. We recommend consulting your local customs office for further details.
Michael Ruh Studio does not accept liability for customs charges. These remain the responsibility of the customer. If a parcel is returned to us because customs charges were declined, we will refund the cost of the goods minus the original outbound shipping costs. If goods are not collected or cleared through customs and cannot be returned to us, no refund can be issued. Please note this applies to destinations outside the UK and EU only.
Legal Compliance
We comply with the Consumer Contracts Regulations 2013 and, where applicable, EU consumer protection law including EU Directive 2011/83/EU.
Contact Us
Michael Ruh Studio
info@michaelruh.com
+44 (0)20 8671 2000
www.michaelruh.com
