Customer care
Exchange / returns
RUH handles approved cases through replacement, size exchange or store credit under the policy below.
Exchange window
A size-exchange request must be made on the delivery date or during the following two calendar days. For example, if an order is delivered on 25 September, a request may be made on 25, 26 or 27 September. A normal size-exchange request is not accepted after that window.
Size exchange
A different size may be requested within the exchange window. Approval depends on the requested replacement size being available, the item being in suitable condition for exchange and RUH verifying the original order. Check the official garment measurements before choosing a size.
Open size guide ↗Delivery charges for exchanges
For a normal customer-requested size exchange, the customer pays both the return delivery charge and the replacement delivery charge. RUH does not offer free size exchanges.
Wrong size or item sent by RUH
If the stored order shows one item or size but RUH sent another, RUH will cover the return and replacement delivery charges. The customer will not pay to correct an error caused by RUH.
Damaged items
Contact RUH first through Facebook, Instagram or WhatsApp and provide clear photos or video showing the issue. RUH will review the evidence and verify the order before approving an exchange or store-credit resolution. Under the current policy, customer delivery charges still apply to a damaged-item exchange unless RUH sent the wrong item or size.
Store credit
If an approved case is resolved without a replacement, RUH may provide store credit instead of a cash refund. Store credit can be used toward a later RUH T-shirt or order.
Cash refunds
RUH does not normally offer cash refunds. Approved cases are resolved through replacement, exchange or store credit according to the applicable policy. This policy does not limit rights that cannot be limited under applicable law.
Local Delivery orders
The same exchange and returns rules apply to Pathao orders, Local Chittagong Delivery orders and manual or direct RUH orders.
How to contact RUH
For an exchange or damaged-item request, contact RUH through the official Facebook, Instagram or WhatsApp links and include the RUH order number. Do not send wallet PINs, passwords or full payment credentials.
Contact RUH ↗