Refund policy

CHROMA RUA RETURN, REFUND & CANCELLATION POLICY

Effective Date: August 25, 2026

At Chroma Rua, we carefully curate products from independent brands, makers and fulfillment partners. Because products may ship directly from different suppliers and locations, return eligibility, return destinations and product-specific restrictions may vary.

By placing an order with Chroma Rua, you agree to the return, refund and cancellation terms below, subject to any rights you may have under applicable law.

1. RETURN REQUEST PERIOD

Unless a product is specifically identified as final sale, non-returnable, custom, made-to-order or otherwise subject to different return conditions on its product page, customers may request a return within 14 calendar days after confirmed delivery.

A return request does not automatically mean that the return has been approved.

All returns require prior authorization from Chroma Rua.

Products returned without authorization may be refused and may not qualify for a refund.

To request a return, email support@chromarua.com and include:

your full name;
order number;
item(s) you wish to return;
reason for the return;
photographs of the item and its condition when requested; and
photographs of the original packaging when requested.

Please do not ship anything until Chroma Rua provides return instructions.

2. CONDITION REQUIRED FOR AN APPROVED RETURN

To qualify for a return, the merchandise must be in substantially the same condition in which it was received and must meet all applicable return requirements.

Unless the return results from damage, defect or an incorrect item, merchandise must be:

unused;
unworn;
unwashed;
unaltered;
unassembled, where applicable;
free from stains, odors, pet hair, smoke, perfume or other signs of use;
accompanied by all original components, accessories, manuals and documentation;
accompanied by original tags where applicable; and
returned in its original product and protective packaging where reasonably required for safe return transportation.

Items showing signs of use, installation, assembly, washing, alteration, damage occurring after delivery or other material deterioration while in the customer's possession may be denied a refund to the extent permitted by applicable law.

3. ORIGINAL PACKAGING

Do not discard the original packaging until you have inspected and accepted your purchase.

Original packaging is particularly important for fragile merchandise, lighting, glass, ceramics, mirrors, decorative objects, artwork and other products requiring specialized protective packaging.

If a return cannot reasonably be transported safely without its original protective packaging, Chroma Rua may be unable to authorize the return or additional repackaging costs may apply, subject to applicable law.

4. NON-RETURNABLE AND FINAL-SALE PRODUCTS

Unless an item is damaged, defective, incorrectly supplied, or applicable law provides otherwise, the following may not be eligible for return:

custom products;
personalized products;
monogrammed products;
made-to-order products;
products manufactured or altered specifically for the customer;
one-of-a-kind pieces identified as such;
products specifically identified as Final Sale;
gift cards;
opened, used or unsealed bath, beauty, cosmetic, personal-care or hygiene-sensitive products where return would be inappropriate for health or hygiene reasons;
products that cannot be resold because they have been installed, assembled, altered, washed or used;
certain special-order merchandise;
certain oversized or freight-delivered merchandise when expressly identified as non-returnable before purchase; and
any other product clearly identified as non-returnable on its product page before purchase.

Product-specific return restrictions shown on the product page at the time of purchase apply in addition to this policy.

5. MADE-TO-ORDER, CUSTOM AND SPECIAL-ORDER PRODUCTS

Made-to-order, custom and personalized products may enter production shortly after an order is accepted.

Once production has begun, these orders generally cannot be changed or cancelled.

Because these products are produced specifically for the customer, they are generally final sale and non-returnable, except where the product arrives damaged, defective, materially different from what was ordered, or where otherwise required by applicable law.

Natural variations in handmade materials, stone, marble, wood, ceramics, glass, metals, textiles and other artisan materials are not necessarily defects.

6. NATURAL VARIATIONS

Some Chroma Rua products are handmade or produced from natural materials.

Variations in color, grain, veining, texture, finish, glaze, pattern, dimensions or other characteristics may occur.

Computer monitors, phones and other displays may also reproduce colors differently.

Minor variations that are inherent to natural materials, handcrafted production or reasonable manufacturing tolerances are not automatically considered defects.

7. DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Customers should inspect merchandise immediately after delivery.

If your order arrives damaged, defective or incorrect, contact support@chromarua.com as soon as possible, preferably within 48 hours of delivery.

Include:

your order number;
a description of the issue;
photographs showing the entire product;
close-up photographs showing the damage or defect;
photographs of the exterior shipping carton;
photographs of the interior packaging; and
a photograph of the shipping label when requested.

Keep the product and all packaging while the claim is being reviewed.

Do not discard, repair, install, alter or return damaged merchandise unless instructed to do so.

Chroma Rua and/or the applicable fulfillment partner may require additional photographs or information to process a damage or carrier claim.

Depending on the circumstances and applicable law, an appropriate resolution may include replacement of the item or component, repair, refund, store credit where agreed, or another reasonable remedy.

8. DAMAGE AFTER DELIVERY

Chroma Rua is not responsible for damage caused after delivery by misuse, improper handling, improper assembly, improper installation, modification, failure to follow manufacturer instructions, normal wear and tear or other circumstances not attributable to the product or its delivery.

This does not affect applicable manufacturer warranties or statutory rights.

9. RETURN AUTHORIZATION

Never return merchandise to the address printed on the original shipping label unless Chroma Rua specifically instructs you to do so.

Because Chroma Rua works with multiple fulfillment partners, the correct return facility may be different from the location from which your order was originally shipped.

Once a return is approved, we will provide the applicable return instructions.

Failure to follow the provided instructions may delay or prevent processing of the return.

10. RETURN SHIPPING COSTS

For approved discretionary returns—meaning returns that are not caused by a verified defect, damage, incorrect shipment or other Chroma Rua/supplier error—the customer is responsible for return shipping costs, unless otherwise stated or required by law.

Original shipping, delivery, handling, expedited shipping, white-glove delivery and similar service charges are generally non-refundable on discretionary returns to the extent permitted by law.

For large, fragile, oversized or high-value merchandise, specialized or insured return transportation may be required.

11. RETURN SHIPPING RISK

Customers should follow all return packing and shipping instructions supplied by Chroma Rua.

Where the customer is responsible for arranging return transportation, we strongly recommend using a trackable and appropriately insured shipping service.

A customer's responsibility for loss or damage during return transportation will depend on the circumstances, the return arrangement and applicable law.

12. INSPECTION OF RETURNED MERCHANDISE

Returned merchandise may be inspected after it arrives at the authorized return facility.

A refund will not necessarily be issued immediately when tracking shows that a package was delivered.

We must first confirm, where applicable, that:

the correct product was returned;
the return was authorized;
the product meets the applicable return conditions; and
all required components and accessories were included.

If a returned product does not satisfy the applicable return conditions, Chroma Rua may deny or reduce a discretionary refund where permitted by applicable law.

13. REFUNDS

Once an eligible return has been received and inspected, Chroma Rua will notify you whether the refund has been approved.

Approved refunds will ordinarily be issued to the original payment method.

The merchandise purchase price eligible for refund will be determined according to this policy and any product-specific terms.

Original shipping and other non-refundable service charges will not ordinarily be refunded for discretionary returns.

After Chroma Rua issues a refund, your bank, credit-card company or payment provider may require additional processing time before the funds appear in your account.

14. REFUNDS BEFORE A RETURN IS RECEIVED

Except when Chroma Rua expressly determines otherwise, refunds for products requiring return will not be issued until the merchandise has been received and, where applicable, inspected at the authorized return facility.

15. REFUSING DELIVERY

Do not refuse a shipment simply because you have changed your mind or wish to return it.

Refusing delivery does not automatically constitute an authorized return.

Additional carrier, storage, return-to-sender or handling charges may result from an unauthorized refusal, and responsibility for such charges will be determined subject to applicable law.

If a shipment appears visibly damaged at delivery, photograph the condition and contact Chroma Rua promptly for instructions.

16. CANCELLATIONS AND ORDER CHANGES

Orders may begin processing immediately after they are placed.

Cancellation or modification requests should be submitted to support@chromarua.com as quickly as possible.

We will make reasonable efforts to accommodate a request, but cancellation or modification is not guaranteed once an order has entered fulfillment, production, preparation or shipment.

Custom, personalized and made-to-order products generally cannot be cancelled after production begins.

17. ADDRESS ERRORS AND UNDELIVERABLE ORDERS

Customers are responsible for providing complete and accurate shipping information at checkout.

We cannot guarantee that an address can be changed after fulfillment begins.

Additional shipping or carrier charges resulting from an incorrect customer-provided address, failed delivery or unclaimed shipment may be the customer's responsibility to the extent permitted by applicable law.

18. MULTIPLE SHIPMENTS

Because Chroma Rua works with multiple independent brands and fulfillment partners, products from the same order may arrive in separate packages and on different dates.

Receiving only part of an order does not necessarily mean that other items are missing.

19. CHARGEBACKS AND ORDER ISSUES

If there is a problem with an order, please contact support@chromarua.com so that we can investigate and attempt to resolve the issue promptly.

Nothing in this policy limits any rights a customer may have with their card issuer, payment provider or under applicable consumer-protection law.

20. CONSUMER RIGHTS

This policy is intended to operate consistently with applicable law. Nothing in this policy is intended to exclude, waive or restrict a consumer right or remedy that cannot legally be excluded, waived or restricted.

If applicable law provides you with rights that are more favorable than a provision of this policy, those legal rights will apply.