Refund policy

1. Full Refund for Non-Delivery
You will receive a full refund if your order does not arrive within the promised delivery timeframe.

However, full refunds are not available under the following circumstances:

  • Late Cancellations/Modifications: You request a cancellation or modification after the product has been processed and shipped (more than 24 hours after order placement). Please refer to Section 3 for our return policy.
  • Customer Errors: The order fails to deliver due to factors within your control (e.g., providing an incorrect or incomplete shipping address).
  • External Force Majeure: The order is delayed due to exceptional circumstances outside the seller’s control (e.g., customs clearance delays, natural disasters).
  • Peak Season Delays: Delays caused by logistics congestion during major national holidays, global events, or peak shopping seasons (e.g., Christmas, New Year, Black Friday, Cyber Monday).

Other exceptional circumstances outside the control of Ruyo Atelier.

Note: Please contact our support team directly before opening a dispute with PayPal or your bank. We resolve issues much faster directly. Bank and PayPal investigations are external processes that can often take over a month to reach a conclusion.

2. Refunds for Defective or Damaged Items
If your item arrives damaged, defective, or significantly different from the description, you are eligible for a full refund, or you may choose to accept a partial refund and keep the product.

In cases where a product must be sent back to our fulfillment center for quality inspection, the customer is initially responsible for the return shipping fee. If the item is confirmed defective upon inspection, valid shipping costs may be reimbursed or compensated.

3. Returns (Change of Mind)
Our return policy lasts 30 days from the date of purchase. If 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return due to a change of mind:

  • The item must be unused, unaltered, and in the exact same condition that you received it.
  • It must be returned in its original, undamaged packaging.

Restocking Fee & Shipping Costs:

  • Restocking Fee: All change-of-mind returns are subject to a 30% restocking fee, which will be deducted from your final refund amount.
  • Return Shipping: You are fully responsible for paying your own shipping costs for returning the item. Shipping costs from the original order are strictly non-refundable.

Please contact us directly to obtain a Return Authorization and the exact shipping address for your local collection center. Do not send items back without prior authorization.

Shipping Safeguard: We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and refunds will not be processed for items lost in transit.

For Customers in the European Union (EU) and United Kingdom (UK):
Pursuant to the EU Consumer Rights Directive, you have the right to withdraw from your purchase within 14 days of delivery for a full refund, including standard outbound shipping costs. No restocking fees will apply within this statutory 14-day period. However, you will still be responsible for the direct cost of returning the goods. After the 14-day statutory period expires, our standard 30-day policy (including the 30% restocking fee) will apply until day 30.

Custom & Print-on-Demand (POD) Products Exclusion

Important Notice for Made-to-Order / POD Items:
Please note that our paintings and artwork collections at Ruyo Atelier are strictly Print-on-Demand (POD) and Made-to-Order. Each piece is custom-printed, framed, and manufactured specifically to your individual specifications (size, frame selection, and design) upon placement of your order.

Pursuant to Article 16(c) of the EU Consumer Rights Directive (and equivalent UK consumer laws), the statutory 14-day right of withdrawal/cooling-off period does not apply to custom-made or personalized goods.

Consequently, all orders for POD paintings are final. We cannot accept cancellations, modifications, returns, or exchanges due to a change of mind once production has commenced.

  • Defective or Damaged Items: This exclusion does not affect your statutory rights in the event that your product arrives defective, damaged, or misprinted. In such cases, please refer to Section 2 (Refund for Defect Items) for a replacement or full refund.

4. Refund Processing
Once your return is received and inspected by our team, we will send you an email notifying you that we have received your item, along with the approval or rejection status of your refund.

If approved, your refund (minus the 30% restocking fee and any original shipping costs) will be processed, and a credit will automatically be applied to your original method of payment.

Late or Missing Refunds
If you haven’t received your approved refund yet:

Check your bank account or payment processor statement again.

Contact your credit card company; it can take several business days before a refund is officially posted to your account.

Contact your bank, as processing times vary across financial institutions.

If you have completed all of these steps and still have not received your refund, please contact our support team at support(at)ruyoatelier.com