Refund policy

CHROMA RUA RETURN, REFUND & CANCELLATION POLICY

Effective Date: October 2, 2026

Chroma Rua curates products from independent brands, makers, manufacturers, and fulfillment partners. Because return eligibility can vary by product and fulfillment partner, Chroma Rua does not apply one change-of-mind return rule to every product.

RETURN CLASSIFICATIONS

Products sold by Chroma Rua fall into one of the following return classifications:

Return eligibility, return window, return shipping responsibility, and any applicable fees are determined by the product’s return classification and any product-specific terms clearly disclosed before purchase.

Standard 30-Day Return
Applies only to merchandise expressly identified as eligible for Chroma Rua’s Standard 30-Day Return policy.

Provider-Specific Return
Applies when the applicable brand, supplier, manufacturer, or fulfillment partner has a different return window, fee, packaging requirement, cancellation rule, or other return condition.

Final Sale / Damage Claims Only
Applies to products priced over $2,000, as well as applicable custom, personalized, made-to-order, monogrammed, special-order, supplier-restricted, or other merchandise clearly identified as final sale before purchase.

A product is not automatically eligible for a 30-day change-of-mind return unless that eligibility is expressly stated.

Any shorter provider-specific return window, return fee, customer-paid return shipping requirement, or other material restriction will be disclosed before purchase.

STANDARD 30-DAY RETURNS

For merchandise expressly identified as Standard 30-Day Return, a change-of-mind return must be requested within 30 days of delivery.

Eligible merchandise must generally be:

New
Unused
Uninstalled
Unwashed
Unaltered
Complete with all parts and accessories
In resalable condition
Returned with original packaging and protective materials when reasonably necessary for safe return shipment

Written return authorization is required before merchandise is sent back.

Customers are responsible for return shipping on approved change-of-mind returns unless the applicable product terms state otherwise.

No restocking fee applies to a Standard 30-Day Return unless a product-specific fee was clearly disclosed before purchase.

Original shipping charges are generally non-refundable for change-of-mind returns unless otherwise stated or required by applicable law.

PROVIDER-SPECIFIC RETURNS

Some products are subject to return rules established by the applicable brand, supplier, manufacturer, or fulfillment partner.

These rules may include:

A return window shorter than 30 days
No change-of-mind returns
Return authorization requirements
Original packaging requirements
Freight or pickup requirements
Customer-paid return shipping
Restocking or processing fees
Product-specific cancellation restrictions

Any material provider-specific restriction or fee will be disclosed before purchase.

Chroma Rua will not impose an undisclosed return restriction or fee after an order has been placed.

FINAL SALE / DAMAGE CLAIMS ONLY

Products priced over $2,000 are Final Sale / Damage Claims Only.

A product priced exactly $2,000 is not automatically final sale solely because of price.

The following may also be Final Sale / Damage Claims Only regardless of price:

Custom merchandise
Personalized merchandise
Made-to-order merchandise
Monogrammed merchandise
Special-order merchandise
Merchandise manufactured or altered specifically for the customer
Supplier-restricted merchandise
Other merchandise clearly identified as final sale before purchase

Final-sale merchandise is not eligible for ordinary change-of-mind returns or exchanges.

Final-sale status does not prevent Chroma Rua from reviewing legitimate claims involving merchandise that arrives damaged, defective, incorrect, incomplete because of a fulfillment error, or materially different from what was ordered.

DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ORDERS

Customers should inspect merchandise promptly after delivery.

If merchandise:

Arrives damaged
Arrives defective
Is the incorrect item
Is incomplete because of a fulfillment error
Is materially different from what was ordered

contact support@chromarua.com as soon as reasonably possible.

Please provide:

Order number
Description of the issue
Clear photographs or video of the merchandise
Close-up photographs of damage or defects when applicable
Photographs of packaging when relevant
Photograph of the shipping label when relevant

Please retain the merchandise and original packaging while the claim is reviewed.

Do not discard, repair, install, alter, or return affected merchandise unless Chroma Rua provides instructions.

Chroma Rua may coordinate with the applicable supplier, manufacturer, fulfillment partner, or carrier.

Depending on the circumstances, an approved resolution may include replacement parts, repair, replacement merchandise, refund, or another appropriate remedy.

RETURN AUTHORIZATION

Do not return merchandise without written authorization from Chroma Rua.

Because Chroma Rua works with multiple fulfillment partners, the authorized return address may differ from:

The address on the original shipping label
Chroma Rua’s business address
The supplier’s public address
The manufacturer’s address

Chroma Rua will provide the correct return instructions after a return request has been approved.

RETURN SHIPPING

For approved change-of-mind returns, return shipping responsibility follows the return classification and product-specific terms disclosed before purchase.

Depending on the merchandise, return transportation may involve:

Parcel shipping
Freight shipping
Pickup charges
Return insurance

For approved claims involving confirmed damage, defect, incorrect merchandise, or fulfillment error, Chroma Rua will coordinate the appropriate return arrangement.

CONDITION OF RETURNED MERCHANDISE

Change-of-mind returns must meet the applicable product-specific conditions and remain in resalable condition.

Merchandise may become ineligible for a change-of-mind return if it has been:

Used
Installed
Washed
Altered
Modified
Damaged after delivery
Improperly assembled
Improperly handled
Returned without required components
Returned without packaging reasonably necessary for safe return shipment

NATURAL AND HANDCRAFTED MATERIALS

Some Chroma Rua products are handmade or produced from natural materials including wood, stone, marble, ceramic, glass, metal, leather, natural fibers, and textiles.

Natural differences in grain, veining, texture, glaze, pattern, finish, tone, color, and minor dimensions may occur.

Reasonable variations inherent to natural materials, handcrafted production, or normal manufacturing tolerances are not considered defects by themselves.

OVERSIZED, FRAGILE & FREIGHT MERCHANDISE

Large, fragile, oversized, high-value, or freight-delivered merchandise may require specialized return or claim procedures.

Customers may be required to retain:

Pallets
Crates
Cartons
Protective materials
Carrier documentation

Any material return restriction or customer cost specific to the product will be disclosed before purchase.

REFUNDS

Approved refunds are issued to the original payment method whenever possible.

For approved change-of-mind returns, the refund amount follows the return classification and product-specific terms disclosed before purchase.

Original shipping charges and customer-paid return shipping are generally non-refundable for change-of-mind returns unless otherwise stated or required by applicable law.

When merchandise must be returned, the refund generally will not be issued until the authorized return has been received and, when necessary, inspected.

After Chroma Rua issues a refund, the customer’s bank or payment provider may require additional processing time before the funds appear.

EXCHANGES

Chroma Rua does not offer general product exchanges unless specifically stated for a product.

When merchandise is eligible for return, the customer may complete the authorized return and place a separate new order.

A replacement provided for an approved damage, defect, incorrect-item, or fulfillment-error claim is not considered a standard exchange.

CANCELLATIONS & ORDER CHANGES

To request a cancellation or order change, contact:

support@chromarua.com

as soon as possible after placing the order.

Orders may enter processing, production, preparation, or fulfillment shortly after purchase.

Cancellation or modification cannot be guaranteed after processing or fulfillment has begun.

Custom, personalized, made-to-order, monogrammed, and special-order merchandise may become non-cancellable once production or fulfillment begins when that restriction was disclosed before purchase.

Provider-specific cancellation conditions may apply when clearly disclosed before purchase.

If Chroma Rua cannot fulfill an item as ordered, Chroma Rua may cancel the affected item or contact the customer to discuss alternatives.

Chroma Rua will not substitute a materially different product without the customer’s approval.

If Chroma Rua cancels a paid item, the amount paid for that cancelled item will be refunded.

REFUSED, UNCLAIMED OR ADDRESS-ERROR SHIPMENTS

Refusing delivery does not automatically constitute an approved return.

If a shipment is refused, unclaimed, or returned because of an incorrect or incomplete customer-provided address, reasonable carrier, storage, return-to-sender, redelivery, or other transportation charges actually incurred may affect any available refund to the extent permitted by applicable law and the terms disclosed before purchase.

CONSUMER RIGHTS

Nothing in this policy is intended to exclude, waive, or restrict any consumer right or remedy that cannot legally be excluded, waived, or restricted.