Refund policy

Return & Refund Policy

General Policy

At Ruxin's Radiance Collection, we create unique, made-to-order products designed especially for you. This means that returns and exchanges are not supported if you ordered the wrong size, color, or simply changed your mind.

However, we are committed to quality. If your item arrives damaged or contains a manufacturing error, we will gladly offer a free replacement or refund.

Eligibility for Returns

Returns are only accepted for the following reasons:

  1. Incorrect Item: The item received does not match your order (e.g., wrong model, color, or missing parts).
  2. Damaged Item: The item is damaged during transit.
  3. Defective Item: The product does not function as intended.

If your order falls into one of these categories, please contact us within 7 days of receiving the item and include:

  • Clear photos of the defect or issue.
  • Proof of purchase or order number.

Requirements for Returns

To qualify for a return, items must meet the following criteria:

  • The item must be returned in its original condition and packaging, including all accessories, manuals, warranty cards, and free gifts.
  • The item must be unused, unmarked, and undamaged.
  • Items with sealed packaging (e.g., jewelry, electronics) must remain unopened unless verified defective by our team.

Refunds & Processing

Once we receive and inspect the returned item, we’ll notify you of the refund status via email. If approved, refunds will be processed within 14 business days and credited to your original payment method.

Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account and credit card statement.
  2. Contact your bank, as processing times may vary.
  3. If the issue persists, email us at ruxinradiance-support@myfirststore.com.my for assistance.

Cancellations

We begin processing orders immediately upon confirmation, which means cancellations are not supported once the order is placed.

For personalized items, production starts right away. If you spot an error in your order, contact us within 12 hours of placing the order, and we’ll do our best to help.

What to Do If Your Parcel Is Lost or Damaged During Delivery

Filing a Damaged Parcel Claim

To file a claim for a damaged parcel, follow these steps:

  1. File within 3 days of the delivery date.
  2. Provide the following supporting documents:
    • Air Waybill (AWB) or tracking details.
    • Clear images of the damaged parcel, including packaging and contents.
  3. Submit your claim and documentation to our Customer Service Team via Email: ruxinradiance-support@myfirststore.com.my.

Filing a Lost or Misdelivered Parcel Claim

For lost or misdelivered parcels, take these steps:

  1. Ensure the parcel has not exceeded 30 days from the first tracking status update.
  2. Share your order details, including tracking information, with our Customer Service Team via Email: ruxinradiance-support@myfirststore.com.my.

Wrong or Incomplete Address

If your package is returned to us due to an incorrect or incomplete address:

  • You are responsible for covering all additional shipping costs required to resend the order to the correct address.
  • We cannot be held liable for delays or losses caused by incorrect or incomplete address details provided at checkout.

To avoid these issues, always double-check your shipping address at checkout. If you need to make changes, contact us immediately after placing your order.