Refund policy
Refund & Return Policy
Last Updated: October 09, 2026
At RUMMY, we want every customer to be satisfied with their purchase. At the same time, we take returns and refunds seriously in order to protect our customers, employees, and business from fraud and abuse.
This Policy explains the conditions and procedures for returns, exchanges, and refunds. By placing an order with RUMMY, you agree to this Policy, our Terms of Service, and our Delivery & Payment Policy.
1. Precedence of Law
Nothing in this Policy excludes or restricts any mandatory consumer rights that cannot legally be excluded or restricted under applicable law.
For customers in Ukraine, the Law of Ukraine "On Consumer Rights Protection" applies. Where the law of the customer's country provides greater protection than this Policy, the legal requirements prevail.
2. Product Condition Requirements
These requirements apply to all returns and exchanges, both in Ukraine and internationally. Unless otherwise required by law, the product must be:
1. Unworn, unused, and unwashed.
2. Undamaged and in its original condition.
3. Free from stains, odors, perfume, makeup, pet hair, or other signs of use.
4. With all original tags and labels attached.
5. With the security tag intact, if the product was supplied with one.
6. In its original packaging, with all accessories.
7. Complete and identical to the product originally shipped by RUMMY.
The security tag allows you to try the product on without removing it. Products with a removed, damaged, or replaced security tag are not eligible for return where permitted by law.
3. Return Periods
Customers in Ukraine: 14 days from the date of receiving the order.
International customers: 7 days from the date of delivery, but no less than 14 days where required by the law of the customer's country (including for consumers in the EU and the UK).
A return request must be submitted within this period. Once the request is approved, the product must be shipped within 7 days.
4. Non-Returnable Items
For hygiene reasons and to the extent permitted by law, the following are not eligible for return or exchange:
1. Socks.
2. Underwear.
3. Other products that cannot legally be returned for hygiene reasons.
4. Products that have been altered, washed, damaged, or used.
Sale and final sale items. Certain products, collections, or promotional items may have special return conditions or be marked as "final sale". This will be clearly stated on the product page or at checkout. Such restrictions do not override mandatory consumer rights.
5. Collecting Your Order
To return a product, you must first collect the package from the carrier or post office. Refusing a package is not considered a return request.
We recommend inspecting the package at the carrier's branch. If the packaging is damaged or the weight does not match the waybill, file a report with the carrier's staff on the spot.
We also recommend recording the unboxing on video in one continuous take, showing the waybill, the condition of the packaging, and the contents. This significantly speeds up the review of any claim.
Refused, unclaimed, and returned-to-sender packages for reasons attributable to the customer are not treated as a standard return (see Section 13).
6. How to Request a Return
1. Contact us within the return period (see Section 18 for contacts) and provide:
- order number;
- full name used for the order;
- email or phone number associated with the order;
- product name and size;
- reason for the return;
- photos of the product, where relevant.
2. Wait for confirmation and instructions from RUMMY. Do not ship the product without confirmation.
3. Pack the product securely and include a note with your order number inside the package.
4. After approval, ship the product within 7 days and keep the tracking number. Return shipping is paid by the customer.
Accepted return methods — Ukraine (Nova Poshta):
- Your own waybill (standard). Send the package to the RUMMY details provided in our confirmation, paying for delivery yourself. Write your order number in the waybill comment and include a note with the order number inside the package.
- Nova Poshta return number (on request). If you prefer, RUMMY can create a return number for you — just bring the package to any Nova Poshta branch and give the number. In this case the return shipping cost charged to RUMMY is deducted from your refund.
International customers: ship with a tracked service at your own expense to the address provided in our confirmation, with the order number inside the package.
Not accepted as a return: refusing the package at the branch, leaving it uncollected, sending it cash on delivery or with shipping paid by the recipient, or sending it without our confirmation (see Sections 5 and 13). Such packages do not start a refund and are processed under Section 13.
7. Exchanges
An exchange for a different size or product is possible if the requested item is in stock. An exchange is processed as a return plus a new order. The same condition requirements and time limits apply as for returns.
When your return arrives, we will contact you by phone, Telegram, or email to confirm the replacement size or product. Shipping of the replacement item is paid by the customer. The replacement is shipped after the returned item passes inspection; if the requested item is out of stock, we will offer another size, another product, or a refund.
8. Return Inspection
RUMMY records the unpacking of every returned package on video, photographs the returned items, and checks the package weight against the carrier's records.
During inspection, we check:
- model, size, color, and whether the product matches what was shipped;
- tags, labels, and the security tag;
- packaging and completeness;
- signs of wear, washing, alteration, or other use;
- stains, odors, and contamination;
- damage caused after delivery.
We may compare the returned product with order records, product photos, warehouse records, and other available information. Shipping a product back does not mean a refund is automatically approved.
9. Refused Returns and Partial Refunds
Where permitted by law, a return may be refused if the product:
1. Has been worn, used, or washed.
2. Has been altered, repaired, or modified.
3. Is missing tags, the security tag, packaging, or accessories.
4. Has stains, odors, traces of perfume or makeup, pet hair, or other signs of use.
5. Has damage caused by the customer.
6. Is not the same product that was purchased from RUMMY.
Where the law allows a reduction in the refund because the value of the product has been diminished through handling beyond what is necessary for inspection, RUMMY may apply such a reduction.
A product whose return has been refused is stored for 14 days and may be shipped back to the customer at the customer's expense.
10. Wrong, Incomplete, or Shipping-Damaged Items
If you received the wrong product, an incomplete order, or a product damaged in transit, notify us within 3 days of receipt. Do not wear, wash, or alter the product.
We may request photos or video of:
- the received product and its tags;
- the packaging and the shipping waybill;
- the report filed with the carrier, if any;
- the unboxing video, if any.
Claims submitted after 3 days are reviewed with additional verification. Your statutory rights remain unaffected.
11. Defective Products
If a product has a manufacturing defect, contact us and provide photos or video showing the issue.
Normal characteristics of fabric, print, finish, washing effect, distressing, color variation, or other intentionally designed features are not defects.
Damage caused by improper washing, drying, ironing, storage, use, or failure to follow care instructions is not a defect.
If a defect is confirmed, RUMMY will provide the remedy required by law and cover the return shipping costs.
12. Refunds
A refund is issued only after the return has been received, inspected, found to meet the requirements, and any necessary verification has been completed.
Processing times:
- Ukraine: up to 5 business days after approval.
- International orders: 5–10 business days after approval.
The time for funds to appear depends on the bank or payment provider.
Method: refunds are issued to the original payment method used for the order. Refunds are not issued to a different card, account, wallet, or third party unless required by law. We may ask you to verify the purchaser's identity.
Costs (unless otherwise required by law):
- Original shipping costs are non-refundable.
- Return shipping is paid by the customer, except in cases of RUMMY error or a confirmed defect. If RUMMY created a Nova Poshta return number at your request, its cost is deducted from the refund.
- For international returns, the customer pays customs duties, import taxes, and carrier fees. Duties and taxes are non-refundable.
- Payment processing fees may be non-refundable.
Promotions and gifts. If, after a return, the order no longer meets the conditions of a promotion (gift, free shipping, bundle discount), the gift must be returned, or its value, or the value of the benefit received, will be deducted from the refund.
Unclaimed and refused packages. If an order is not collected, refused, or returned for reasons attributable to the customer, shipping costs in both directions, customs duties, carrier fees, storage fees, and other documented costs incurred by RUMMY may be deducted from the refund where permitted by law.
13. Cash on Delivery and Refusal to Accept Orders — Ukraine
This section applies exclusively to orders delivered within Ukraine using cash on delivery or other payment methods where the customer pays all or part of the order amount upon receipt from the carrier, including Nova Poshta.
13.1. Advance Payment for Cash-on-Delivery Orders
For certain orders, RUMMY may require a partial advance payment before the order is shipped. The amount of the advance payment will be communicated to the customer before the order is confirmed.
The advance payment forms part of the agreed order price and will be deducted from the remaining amount payable upon receipt of the order.
By making an advance payment, the customer confirms their intention to proceed with the order and agrees to the applicable terms of this Policy.
13.2. Refusal to Accept the Package
The customer is expected to accept the order unless the customer has properly cancelled the order before it is handed over to the carrier.
Refusing to accept a package at a carrier's branch, refusing delivery, or failing to collect a package does not constitute a standard return request.
If a customer refuses or fails to collect a package without prior agreement with RUMMY, RUMMY may recover or deduct from any applicable refund the actual and documented costs incurred in connection with the order, to the extent permitted by Ukrainian law.
Such costs may include:
- delivery costs to the customer;
- return shipping costs to RUMMY;
- storage fees;
- other documented carrier costs resulting from the refusal, non-collection, or return of the package.
13.3. Advance Payment Following Refusal or Non-Collection
If a customer has made an advance payment and, after the order has been shipped, refuses to accept the package or fails to collect it without a legally protected reason, the advance payment may be applied toward RUMMY's actual and documented costs associated with delivery, return shipping, storage, and processing of the order, to the extent permitted by Ukrainian law.
If the actual documented costs exceed the amount of the advance payment, RUMMY may request reimbursement of such costs where permitted by law.
Nothing in this section is intended to restrict any mandatory consumer rights under Ukrainian law, including any right to a refund where a refund is legally required.
13.4. Cancellation Before Shipment
If a customer wishes to cancel an order, the customer must notify RUMMY before the order is handed over to the carrier.
Once an order has been handed over to the carrier, simply refusing the package does not constitute a properly submitted return or cancellation request and may result in costs associated with delivery and return of the shipment, to the extent permitted by law.
13.5. Accuracy of Customer Information
The customer is responsible for providing accurate information when placing an order, including:
- recipient's full name;
- phone number;
- city and carrier branch or parcel locker;
- other information necessary for delivery.
If a package cannot be delivered or collected because the customer provided incorrect information, cannot be contacted, refuses the package, or otherwise causes the delivery to fail, the customer may be responsible for RUMMY's actual and documented costs associated with the order, to the extent permitted by Ukrainian law.
13.6. Repeated Shipment
If an order is returned to RUMMY because of refusal, non-collection, incorrect customer information, or another reason attributable to the customer, a second shipment may require confirmation of the order and, at RUMMY's discretion, an additional advance payment.
The amount of such advance payment may take into account previous documented costs incurred in connection with the order.
13.7. Orders Requiring Additional Confirmation
RUMMY may require full or partial advance payment before shipping an order where:
- the customer has previously failed to collect an order;
- a previous order was returned due to refusal or non-collection;
- the customer has not confirmed the order when contacted by RUMMY;
- additional costs are required to fulfill the order;
- other reasonable circumstances require additional confirmation of the order.
13.8. Consumer Rights
Nothing in this section limits any consumer rights that cannot legally be excluded or restricted under Ukrainian law.
If a product has a manufacturing defect, was incorrectly shipped by RUMMY, or another circumstance occurred due to RUMMY's fault, the applicable costs and return procedure will be determined in accordance with Ukrainian law and this Policy.
14. Fraud Prevention
Fraud or abuse includes, but is not limited to:
- returning a different, counterfeit, or altered product;
- returning an empty package or a package with different contents;
- returning a product after wearing or washing it;
- removing or replacing tags or the security tag;
- false statements about the product's condition or about damage in transit;
- attempting to obtain multiple refunds for one order;
- providing false order or personal information;
- systematic abuse of returns;
- fraudulent chargebacks.
In such cases, where permitted by law, RUMMY may:
- conduct additional verification and delay the refund during the investigation;
- refuse the return request;
- cancel pending orders;
- restrict future purchases;
- share unpacking videos, warehouse records, carrier data, and correspondence with the payment provider, carrier, or law enforcement;
- take other lawful action.
We review patterns of frequent returns. A customer's legal rights are not restricted solely because they have previously made valid returns.
15. Chargebacks and Payment Disputes
If you have an issue with an order, please contact RUMMY first. We will review every legitimate request.
A chargeback does not replace the return process. Fraudulent or duplicate chargebacks may result in account suspension, order cancellation, purchase restrictions, and sharing of order, shipping, and communication records with the bank or payment provider.
This section does not limit any rights available to customers under the law.
16. Customer Conduct
We expect respectful and professional communication with our employees and representatives. Threats, insults, discrimination, harassment, or vulgarity are not acceptable.
In case of such behavior, RUMMY may, within the limits of the law:
- move communication to written form only;
- limit or end customer support interactions;
- require additional verification of a return or refund request;
- refuse future orders.
Inappropriate behavior does not by itself remove a customer's mandatory consumer rights.
17. Customer Responsibility
The customer is responsible for:
- accurate order and contact information;
- following RUMMY's return instructions;
- secure packaging and choosing a tracked delivery service;
- paying for return shipping, unless otherwise stated in this Policy;
- keeping the tracking number until the refund is completed;
- returning the correct product in the required condition.
RUMMY is not responsible for loss of or damage to a return package caused by inadequate packaging, customer error, or the actions of the carrier or customs authorities.
18. Contact
Customers in Ukraine
Email: rummyua@gmail.com
Telegram: @rummycore
Support hours: Monday–Friday
International Customers
Email: rummywhy@gmail.com
Telegram: @rummycore
Support hours: Monday–Friday
In the RUMMY app: Account → Support (chat with our team).
Please always include your order number.
Important
This Policy should be read together with our Terms of Service, Delivery & Payment Policy, and Privacy Policy. Where a provision of this Policy conflicts with mandatory consumer protection legislation, the legal requirements prevail.
RUMMY