Refund policy

Returns & Refunds

Effective: June 2025

https://start.atlast.co/rhute/

This Returns & Refund Policy applies to purchases made through www.rhutehair.com (the "Website"), operated by Rhute Hair Limited, a company registered in England and Wales under company number 15571702 with its registered office at C/O Rus & Co, 1192 Stratford Road, Hall Green, Birmingham, West Midlands, United Kingdom, B28 8AB.

This policy is intended to comply with applicable laws in the United Kingdom, European Union, United States, Canada, and the UAE. Where local law grants you additional rights, those rights will take precedence.

1. Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

  • Be unused and in the same condition that you received it
  • Be returned in its original packaging, with product seals intact
  • Be returned within the timeframes outlined in our return policy
  • Be securely packed in the original shipping box and packaging

Only unopened, undamaged, and resaleable items will be accepted. We cannot accept returns of items that show signs of use, tampering, or broken hygiene seals.

Once your return is received and inspected, we will issue a refund of the purchase price, excluding the original delivery fee, via the same payment method used at checkout. Please allow up to 30 days from receipt of the return for processing. We will notify you by email once the refund has been issued.

2. Timeframes for Return

  • UK & EU Customers: You have 14 calendar days to return the item under the Consumer Contracts Regulations 2013 / EU Consumer Rights Directive.
  • US Customers: You may return most items within 30 days of delivery, unless otherwise stated. Some state-specific laws (e.g., California) may provide different return standards.
  • Canadian Customers: You may return items within 30 days of delivery. Refunds and exchanges are subject to the Consumer Product Safety Act and provincial consumer laws.
  • UAE Customers: You may return items within 14 days of delivery, in line with UAE consumer protection regulations. Items must be unused, unopened, and in their original packaging unless the product is faulty or incorrect.

  • Australian Customers: You may return items in accordance with the Australian Consumer Law. Returns are available for faulty, damaged, or incorrectly supplied goods. Change-of-mind returns are not guaranteed and are assessed at our discretion.

  • New Zealand Customers: You may return items in accordance with the Consumer Guarantees Act. Returns are available for faulty, damaged, or incorrectly supplied goods. Change-of-mind returns are not guaranteed and are assessed at our discretion.

3. Process for Returns

To complete your return, please:

  • Complete the Contact Us form with your order number and reason for return;
  • Await instructions and return address confirmation; and
  • Package the product securely and use a trackable shipping method.

Customers are responsible for return shipping costs unless the product is faulty or delivered incorrectly.

4. Refunds

Once your return is received and inspected, we will notify you by email regarding the status of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days
  • We do not refund original shipping costs unless the return is due to our error or a faulty item

5. Exchanges

If you need to exchange an item, please complete the Contact Us form. Exchanges are subject to stock availability.

6. Refund Currency, Exchange Rates & Fees

Refunds will be issued in GBP unless otherwise agreed. If the customer paid in a different currency, the refund will be converted at the prevailing exchange rate on the date of processing. Please note that any exchange rate differences, international transaction fees, or bank charges incurred during this process are the responsibility of the customer.

7. Damaged or Faulty Items

If you received a damaged or defective item:

  • Contact us immediately on the Contact Us form with your order number and a photo of the issue
  • You are entitled to a full refund or replacement, including shipping costs

8. Non-returnable Items

We cannot accept returns for:

  • Gift cards;
  • Final sale items (if clearly marked as such); or
  • Opened or used personal care products (including hair oils, serums, and treatments) unless faulty or defective upon delivery, due to health and hygiene reasons.

9. Responsibility for Returns in Transit 

Customers are responsible for ensuring that returned items are securely packaged and sent using a tracked and insured method. We are not responsible for returns lost or damaged in transit. Please retain proof of postage and tracking details when returning products.

10. Jurisdiction-Specific Disclosures

  • UK & EU: This policy complies with the Consumer Contracts Regulations 2013 and EU Directive 2011/83/EU.
  • US: Rights provided under federal and applicable state laws (e.g., FTC rules, California Civil Code § 1723).
  • Canada: Rights governed by federal and provincial law. This policy is compliant with PIPEDA and CPPA where applicable.

  • UAE: Rights are governed by UAE Federal consumer protection legislation, including Federal Decree-Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

  • Australia: Rights are provided under the Australian Consumer Law, as set out in Schedule 2 of the Competition and Consumer Act 2010.

  • New Zealand: Rights are governed by the Consumer Guarantees Act 1993 and, where applicable, the Fair Trading Act 1986.

11. Product Recalls

In the unlikely event of a product recall, we will take the following steps:

  • Notify affected customers via the email address associated with their order
  • Provide instructions on how to return or safely dispose of the affected item
  • Offer a full refund, exchange, or replacement as appropriate

Product recalls may occur in compliance with applicable laws in the UK, EU, US, and Canada, including safety regulations set out by:

  • The UK Office for Product Safety and Standards (OPSS)
  • The EU Rapid Alert System for dangerous non-food products (RAPEX)
  • The U.S. Consumer Product Safety Commission (CPSC)
  • Health Canada’s Consumer Product Safety Program (CPSP)

If you believe you are in possession of a potentially recalled item, please contact us immediately on our Contact page

12. Changes to Policy

We reserve the right to modify this policy at any time. Any changes will be posted on this page with an updated effective date.