14-DAY SATISFACTION GUARANTEE

 

Can I cancel an order if I change my mind?

Before Delivery

If you have a change of heart, you can cancel at any time within 30 days from your purchase date and before your item is dispatched. Simply contact us and we’ll cancel your order and give you a refund. 

Unless otherwise specified for particular products, any order(s) cancellation by customer(s) within 30 days from the purchase date and 5 days prior to the delivery date, we shall deduct an administrative fee of 2% from the order amount. The balance after deduction of the administrative fee will be refunded to the customer. 

Order(s) that are more than 30 days from the purchase date is not entitled for cancellation and non-refundable. However, you may still CHANGE your item(s) selection 5 days prior to the delivery date. The item(s) you are changing must be the same or not less than your original item amount. If the new item(s) costs more, we will be charged the difference while setting up the exchange. 

Note: MADE TO ORDER / CUSTOM MADE item(s) order is only cancellable within 3 days from the purchase date. After that, the item(s) is non-cancellable and non-refundable.

After Delivery

If you decide your piece isn’t quite right to your space, no worries, we do provide our 14-DAY SATISFACTION GUARANTEE. You have up to 14 days from the date of delivery to exchange/return your item(s).

 

What if I don’t like the product I ordered when it arrives?

14-DAY SATISFACTION GUARANTEE

We want your space to feel perfect. That’s why we offer a 14-day satisfaction guarantee policy on all ruma orders*. You can initiate an exchange/return up to 14 days from the date of delivery. 

FREE EXCHANGES

You can exchange any furniture product in your order up to 14 days after delivery for any reason, free of charge, ONCE per original order.

If you decide to exchange that item again (i.e. more than once), collection and delivery fees (fees incurred will depend on item(s) exchanged) will apply for the exchange.

All exchanges must be ensured that item(s) is in unused/as-new condition with the original ruma packaging. If you do not have the original packaging on hand, you will be charged an MYR50 repackaging fee per item.

The item(s) you are exchanging must be the same or not less than your original item amount. If the new item costs more, we will be charged the difference while setting up the exchange. 

Our team will work with you to coordinate a day and time that works to simultaneously drop off your new item and pick up your exchange. 

Note: not entitled for MADE TO ORDER / CUSTOM MADE item(s) / Home Decor & Accessories.

RETURNS & REFUNDS

If you decide your piece isn’t quite right, you have up to 14 days from the date of delivery to return your item(s). 

You can return your ruma furniture product for any reason — even if you just change your mind. To ensure a successful return, please make sure that your piece is in as-new condition, and that you have the original packaging. All returns will incur a return collection fee (refer below) and an administrative fee of 2% from the item(s) amount.

Returns must be made in the original packaging. If you no longer have the original packaging, there is an additional MYR50 per item repackaging fee.

Once the item is back at our warehouse it will be inspected by our team. Provided it is in as-new condition we will issue a refund less administrative fees, repackaging fees (if applicable), and collection fees.

Note: not entitled for MADE TO ORDER / CUSTOM MADE item(s) /Home Decor & Accessories.

*14-DAY SATISFACTION GUARANTEE is not applicable for order(s) delivery to East Malaysia & Singapore. 

 

What if the item is defective when it arrives or you are sent the wrong item?

Our quality team checks your item(s) to make sure it is up to our standards before we dispatch it to you, so defects are rare. It’s also very important that you inspect your product upon delivery, as we will ask you to sign a Packing List confirming that your products appeared to be in good condition when you received it. 

If you’re not happy with the goods when you inspect them, or if we’ve sent you the wrong item, please let our delivery partner know on the spot, or contact our delivery team

If you only realize any defect after the delivery, just contact our delivery team within 7 days from the delivery date, ideally sending us a couple of photos of the damage or other issues with the product. 

Our team will assist further for a 1-to-1 exchange, repair, or any other solutions.

 

What do we charge to collect items?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return/exchange collection fee.

If, however, you simply change your mind and wish to cancel the order after delivery, or exchange item(s) more than one time, you will need to pay the return/exchange collection fee.

Return/Exchange Collection Fee

Collection/Delivery Zone Collection Fee
Standard Zone as per the delivery fee per item,
capped at RM250(standard) /RM350(standard+) per trip.
Standard+ Zone
Outstation Zone A (Perak, Penang, Melaka, Johor, Pahang)  MYR 350 per trip
Outstation Zone B (Kedah, Terengganu, Perlis, Kelantan) MYR 450 per trip
Repackaging Fee MYR 50 per item

Note:
The collection/exchange date is subjected to ruma truck’s schedule.
For the OUTSTATION zone, the collection/exchange date is subjected to ruma MONTHLY truck’s schedule.
The repackaging fee applies if you no longer have the original packaging for the return/exchange.
Kindly contact our delivery team or email to [email protected] for further details. 

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