Refund policy

Return & Refund Policy

Last updated: 28 September 2026

At Ruxin’s Radiance Collection, we carefully inspect and pack every order before shipment. Many of our products are made from natural materials such as crystals, gemstones, Dzi beads, agarwood, pearls and other naturally occurring materials. Some items may also be handmade, hand-assembled, limited in quantity, personalized or made to order.

We want every customer to receive the correct item in good condition. If your order arrives damaged, defective, incomplete or materially different from what you ordered, please contact us promptly so that we can assist you.

Except where applicable consumer law provides otherwise, we do not accept returns or exchanges simply because of a change of mind, incorrect size or colour selection, or other purchasing decisions made by the customer.

Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country or jurisdiction.

1. Damaged, Incorrect or Incomplete Orders

Please inspect your order promptly after delivery.

If your parcel arrives:

  • damaged during transit;
  • visibly tampered with;
  • with an incorrect item;
  • with missing items or components; or
  • materially different from what you ordered,

please contact us within 3 days of delivery wherever possible.

Early reporting helps us preserve the necessary evidence and submit a shipping or carrier claim promptly where required.

Please provide:

  • your order number;
  • your tracking number, if applicable;
  • a brief description of the issue;
  • clear photos of the outer parcel packaging;
  • a clear photo of the shipping label;
  • photos of the internal packaging; and
  • clear photos or video showing the affected item and issue.

Please keep all original packaging until the matter has been resolved, as the shipping carrier may require the packaging for inspection or investigation.

The 3-day reporting period does not limit any statutory consumer rights that may apply under applicable law.

2. Defective Items

If an item has a defect that could not reasonably be identified immediately upon delivery, please contact us as soon as possible after discovering the issue.

Please provide your order number together with clear photos or video showing the defect.

We may request additional information where necessary to review the claim.

If the claim is approved, we may provide an appropriate replacement, repair where applicable, alternative item with your agreement, or refund, depending on the circumstances, product availability and applicable consumer law.

3. Natural Crystals, Gemstones & Handmade Items

Natural crystals, gemstones, pearls, Dzi beads, agarwood and other natural materials may vary from piece to piece.

Natural variations may include:

  • colour and tone;
  • transparency;
  • inclusions;
  • mineral patterns;
  • texture;
  • shape;
  • bead size;
  • surface characteristics;
  • internal formations; and
  • natural marks or irregularities.

These characteristics are part of the natural material and help make each piece unique. They are not considered defects when they are consistent with the product photographs and description.

Handmade and hand-assembled products may also have minor variations between individual pieces.

Natural inclusions, pits, colour zoning, internal lines, mineral formations, grain patterns or other naturally occurring features should not automatically be considered damage or manufacturing defects.

However, if the item received is materially different from the item ordered or the product listing, please contact us and we will review the matter.

4. Change-of-Mind Returns

Except where applicable consumer law requires otherwise, we do not accept returns, refunds or exchanges for:

  • change of mind;
  • ordering the wrong size;
  • selecting the wrong colour or variation;
  • personal preference after receiving the item;
  • no longer wanting or needing the item; or
  • differences that are normal characteristics of natural materials and were reasonably represented in the product listing.

Please review all product photographs, descriptions, dimensions, measurements and variations carefully before placing your order.

5. Personalized, Customized & Made-to-Order Items

Personalized, customized and made-to-order items are generally not eligible for return, exchange or cancellation because of a change of mind.

This includes situations where the customer:

  • selected an incorrect size;
  • selected an incorrect colour or variation;
  • provided incorrect personalization details;
  • changed their mind after ordering; or
  • no longer requires the item.

This does not affect claims involving items that are damaged, defective, incorrect or materially different from the order, or any mandatory rights provided under applicable consumer law.

6. Return Requirements

Please do not return any item without contacting us first.

If a return is required, we will provide the relevant return instructions.

Returned items should, where applicable:

  • remain in their original condition;
  • include the original packaging;
  • include all accessories, components and complimentary items supplied with the order;
  • not have been worn, altered, resized or modified; and
  • not have been damaged after delivery.

If an item is returned in a condition substantially different from the condition in which it was received, the refundable amount may be affected where permitted by applicable law.

7. Replacement or Refund

Once we have reviewed your claim and, where required, received and inspected the returned item, we will notify you of the outcome.

For an approved claim, depending on the circumstances and product availability, we may provide:

  • a replacement;
  • a repair where appropriate;
  • an alternative item with your agreement; or
  • a refund.

Because some of our natural crystal, gemstone and handmade pieces are unique or one of a kind, an identical replacement may not always be available.

If an identical replacement is unavailable, we may offer a suitable alternative or refund depending on the circumstances.

8. Refund Processing

Approved refunds will normally be initiated within 14 business days after the refund has been approved.

Refunds will normally be issued to the original payment method used for the order.

After we process a refund, additional time may be required before the funds appear in your account. This processing time is determined by your bank, card issuer or payment provider.

Shipping charges and other costs will be refunded only where applicable under the circumstances of the claim or where required by applicable consumer law.

9. Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it:

  1. Check your bank account, credit card or payment statement again.
  2. Allow sufficient processing time for your bank or payment provider.
  3. Contact your bank, card issuer or payment provider if necessary.
  4. If the refund still does not appear, contact us with your order number.

10. Order Cancellations & Changes

We begin preparing orders shortly after payment is confirmed.

If you need to request a cancellation or correct an order, please contact us within 12 hours of placing the order.

We will do our best to assist, but cancellation or modification cannot be guaranteed.

Once an order has entered production, customization, packing or shipping, it may no longer be possible to cancel or modify the order.

For personalized or made-to-order products, production may begin shortly after the order is confirmed.

Please carefully check all:

  • sizes;
  • measurements;
  • colours;
  • variations;
  • quantities;
  • names;
  • personalization details; and
  • delivery information

before completing your purchase.

11. Damaged Parcels

If your parcel arrives visibly damaged or tampered with, please contact us within 3 days of delivery wherever possible.

Please do not discard the parcel or packaging before contacting us.

Provide:

  • your order number;
  • tracking number;
  • photos of the outer parcel;
  • a photo of the shipping label;
  • photos of the internal packaging; and
  • clear photos or video of the damaged item.

We may request additional information if required by the shipping carrier.

Shipping carrier investigations and claims may require additional processing time.

12. Lost Parcels

If your parcel has not arrived after the estimated delivery period stated in our Shipping & Delivery Policy, please contact us with your order number and tracking information.

We will review the shipment status and, where applicable, assist in opening an investigation with the shipping carrier.

Please note that the carrier may require additional time to investigate before a parcel can officially be classified as lost.

Any replacement or refund for a lost parcel may be subject to the outcome of the carrier investigation and applicable shipping claim procedures.

13. Parcels Marked as Delivered but Not Received

If the tracking information shows that your parcel has been delivered but you cannot locate it, please first:

  • check with household members;
  • check with neighbours;
  • check with your building reception, security or management, where applicable;
  • check around the delivery location; and
  • contact the local delivery carrier where appropriate.

If the parcel still cannot be located, please contact us promptly with your order number and tracking information.

Where available, we will assist with a carrier investigation.

14. Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

  • recipient name;
  • street address;
  • unit or apartment number;
  • city;
  • state or province;
  • postal code;
  • country; and
  • contact telephone number.

Once an order has been shipped, the delivery address cannot be changed or redirected.

We are not responsible for delays or unsuccessful delivery caused by incorrect or incomplete delivery information provided by the customer.

If a parcel is returned because of an incorrect or incomplete address, additional shipping charges may apply if reshipment is requested.

15. Refused, Unclaimed or Returned Parcels

If a parcel is refused, unclaimed, abandoned or returned because the recipient does not complete required delivery or customs procedures, any refund will normally be considered only after the parcel has been safely returned to us.

Where permitted by applicable law, the following costs may be deducted from the refundable amount where they have been incurred:

  • original shipping charges;
  • return shipping charges;
  • customs-related charges;
  • carrier handling charges;
  • storage or processing charges; and
  • other costs directly associated with the returned shipment.

If you would like the parcel to be sent again, additional shipping charges may apply.

16. Return Shipping Costs

If a return is required because we supplied an incorrect item, or because an approved damaged or defective item claim applies, we will provide return instructions and advise you regarding the applicable return shipping arrangement.

For returns that are not caused by an error on our part, return shipping costs may be the responsibility of the customer where permitted by applicable law.

Please do not send a parcel back without contacting us first.

17. Contact Us

For questions about your order, returns, refunds, damaged items or delivery issues, please contact us through one of our official customer support channels:

Email: support.ruxinsradiance@gmail.com
Shopify Inbox: Use the chat feature available on our website.
WhatsApp: Contact us through the WhatsApp link provided on our website.

To help us assist you efficiently, please provide:

  • your order number;
  • your tracking number, if applicable;
  • a brief description of the issue; and
  • clear photos or video where relevant.

For damaged, incorrect or incomplete orders, please contact us within 3 days of delivery wherever possible so that we can review the issue promptly and assist with any necessary carrier claim.

Please avoid submitting the same enquiry through multiple channels, as duplicate enquiries may delay processing.

We aim to respond as soon as reasonably possible during our normal business hours.

Ruxin’s Radiance Collection
Petaling Jaya, Selangor, Malaysia
Email: support.ruxinsradiance@gmail.com