Refund policy

Policy Points

Last updated: January 15, 2026

Hello there!

From the bottom of our hearts, thank you for choosing RUIOU to help capture your most precious moments. We know that every crystal carries a story, and it is a true honor to be a part of yours.
Your happiness means everything to us. If for any reason the piece you received doesn't bring a smile to your face, please know that we are here to make it right. We offer a 30-day "Heartfelt Satisfaction" period for every treasure we create. Whether you need a return or a full refund, we promise a simple, unconditional process within 30 days of purchase.

Because at RUIOU, we don’t just sell products, we help you preserve love. And your peace of mind is our greatest priority.

30-Day Heartfelt Satisfaction Period

Because every crystal is as unique as your story, we believe your satisfaction should be absolute, without the extra errands.

  • Our 30-Day Happiness Guarantee
    From the moment your package arrives (based on courier tracking), you have 30 full days to experience your new custom crystal. If for any reason, it doesn’t bring a smile to your face or touch your heart, we are honored to make it right.
  • No Need to Ship It Back
    Since each of our creations is custom-made specifically for you, we do not require you to return the physical product. We want to save you the time, effort, and shipping costs of a return trip.

Your Choice: If you’re not 100% satisfied, we will offer you a one-time free replacement or a full refund, and the original crystal is yours to keep.

  • How to Request Your Solution
    To ensure we can assist you quickly, please follow these simple steps:
    • Contact Us: Email our Care Team within 30 days of delivery.
    • Share a Photo: Attach a quick photo of the crystal you received and tell us what’s on your mind (e.g., if there's a quality issue or if it wasn't what you expected).
    Done! Once approved, we will process your new shipment or refund within 2-3 business days.
  • Maintaining Our Artistry
    While we don't ask for returns, we do take our craftsmanship seriously. If a request is made due to a defect or damage during transit, your photo helps our artisans improve our process to ensure every future memory is perfect.

How to Refund

At RUIOU, we believe a return should be just as easy as a purchase. Here’s how we handle your refunds with care and transparency.

When Will I Get My Refund?

Once you’ve shipped your item(s) back to us, we don't make you wait. You will typically receive your refund within 2-3 business days after the return shipment is confirmed.

Refund Scenarios & Timelines

  • Changed your mind quickly? (Within 1-2 Days of Ordering): If you reach out before our artisans begin their work, you’ll receive a Full Refund immediately. The funds will usually reflect in your original payment account within 1-2 business days.
  • If your treasure is already on its way: If your order has already been dispatched, a small service fee may be deducted to cover the initial shipping and handling costs.

Pro Tip: Since this is a custom piece made just for you, there’s no need to ship the original crystal back. You can keep it as our gift to you, or pass it on to someone else who might cherish it.

How You’ll Receive Your Funds

All refunds are automatically issued back to your original payment method (Credit Card, PayPal, Shop Pay, etc.).

Haven’t Seen the Refund Yet?

Don't worry! While we process refunds instantly, banks and credit card issuers sometimes take a little extra time to update your statement.

  1. Check with your bank or payment provider to see if the transaction is "Pending."
  2. If it’s been more than 7 business days and you still don't see the funds, please Contact Our Care Team. We will personally track it down and resolve it for you.