REFUND AND RETURNS POLICY
Updated by Rumi in May 2025
1. Return and Exchange Period
You have 14 days from the date of receiving your item to request a return or exchange. Please ensure that the product is in its original, unused condition, with packaging intact, and all accessories included.
We encourage all our customers to film an unboxing video when opening their package, so if any items are damaged, we can compensate for them appropriately.
We cannot offer a refund for delayed shipping, as this is on the part of our logistics partners, over which we have no control. If you do not receive your order within 3 weeks after dispatch, please contact us and we will file a claim on your behalf.
2. Returns and Exchanges for Defective or Damaged Items
If you receive an item that is defective or damaged, please contact us within 14 days of receiving your order. We will provide a full refund or replacement, and we will cover the return shipping costs. Please contact us at [email protected].
3. Returns for Non-Defective Items
If you wish to return or exchange an item for reasons unrelated to quality (such as personal preference), you will be responsible for the return shipping costs. The item must be in its original condition with all packaging and accessories intact. If the item is not in its original, unused condition, your return request will not be accepted. Once your return is processed, we will issue a refund or send you an exchange product. Please note that we only offer returns for standard products and not for customized or made-to-order items – for more details, please refer to section 5.
4. Refunds
Refunds for defective items will be processed within 14 business days of receiving the returned product. The refund will be issued to the original payment method.
5. Non-Returnable Items
Certain items are not eligible for return or exchange unless they are defective. These include:
Customized merchandise (including personalized and made-to-order items)
Used items
6. How to Return an Item
To initiate a return, please email us at [email protected] with your order number, an unboxing video, and details of the item you wish to return.
7. Cancellation before Shipping
For standard items, Rumi accepts cancellation up until the item is shipped. Once the item has been shipped by RumiStore, we do not accept cancellation or refund of the preorder items.
Unfortunately, Rumi cannot process a refund or cancellation for customized and made-to-order products.