Returns & Refunds policy

Last updated: 14.03.2026

General Policy

At Ruta Jaan, each piece is carefully handmade and produced in small quantities.

Many of our items are created made-to-order (pre-order) after the purchase is placed. Because of this production model, our return policy differs slightly from mass-produced retail.

By placing an order on https://rutajaan.com, you agree to the terms outlined in this Returns & Refunds Policy.

Right of Withdrawal (EU Customers)

Under European Union consumer protection laws, customers generally have the right to withdraw from a purchase within 14 days of receiving the goods, without providing a reason.

However, according to EU law, this right may not apply to goods that are made to the consumer’s specifications or clearly personalized. Because many Ruta Jaan products are handmade and produced specifically after an order is placed, some items may not be eligible for return. If a product is eligible for return, the request must be submitted within 14 days of delivery.

To request a return, please contact:
info@rutajaan.com

Return Conditions

If a return is accepted, the item must:

• be unused and unworn

• be in original condition

• have no signs of damage, washing, or wear

• be returned in appropriate packaging

Returns that do not meet these conditions may be refused.

Non-Returnable Items

The following items are not eligible for return:

• made-to-order or pre-order items produced specifically for the customer

• custom or personalized items

• items that show signs of wear or use

These restrictions are necessary because each piece is produced individually and cannot be resold as new once returned.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery. Email: info@rutajaan.com

Please include:

• your order number

• photographs of the item

• a short description of the issue

If the defect is confirmed, we will offer one of the following solutions:

• replacement of the item

• repair of the item

• refund (if replacement is not possible)

Return Shipping

Unless the item is defective or incorrect, customers are responsible for return shipping costs. We recommend using a tracked shipping service, as Ruta Jaan cannot be responsible for returns lost in transit.

Refunds

Once the returned item has been received and inspected, you will be notified of the refund status. If approved, the refund will be processed to the original payment method. Please allow several business days for the refund to appear depending on your bank or payment provider.

Exchanges

Because many items are produced in small batches or made-to-order, exchanges may not always be possible. If you wish to exchange an item (for example, size-related issues), please contact us and we will do our best to assist depending on availability.

Contact

For any questions regarding returns or refunds, please contact:

Ruta Jaan
Individual activity certificate No. 980625
A. Smetonos g. 5, Vilnius, Lithuania
Email: info@rutajaan.com