Terms & Conditions

General information

This website is operated by RUANA. By placing an order on this website you agree to the terms and conditions on this page.

Privacy policy and subscription to our site

We care about data privacy and security. By using this website, you agree to be bound by our privacy policy, which is incorporated into these terms and conditions. Please be advised that our site is hosted in Belgium. 

We use your personal data for the purposes of communicating with you, to supply the goods you have purchased from us, and for record keeping of such transactions. Customer data includes any information relating to the purchases of goods such as your name, title, billing address, delivery address email address, phone number, contact details, purchase details and your card details. ​We share your personal data with our processing partners (e.g. bPost) solely in order to pack, ship and deliver your orders. Your information will never be used by them for any purposes other than to ensure you receive your products. We will not release your personal data to other third parties. 

We may send you marketing communications by email such as information about special events or promotions (no newsletters at the moment) if you made a purchase or agreed to receive communications from us by subscribing to our page. You can opt out of receiving emails from us at any time.

Copyright 

All content included on this site, such as text, graphics, logos, images and audio clips is the exclusive property of RUANA or its content suppliers and protected by international copyright laws. 

Products, modification to the service and prices

We have made every effort to display the colors and images of our products as accurately as possible. We cannot guarantee that your computer monitor's display of any color will be accurate.

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue our services (or any part or content thereof) without notice at any time.

Shipping and delivery

 

We currently ship to Belgium and the Netherlands only. Shipping costs will be specified when placing your order. A flat rate of 5.99 will be charged for delivery in Belgium and 10.99 for delivery in the Netherlands. Picking up your order in our storehouse (Leemstraat 38, 2910 Essen, Belgium) is also possible and is free of charge. Select that option at checkout and wait for our email notification with instructions. Essen is located just at the border with Roosendaal, the Netherlands. If the standard delivery option is selected, your product will be delivered to your home with bPost. Please note that we are not responsible for postal delays due to holidays or service interruptions. 

Return & exchange policy

 

Returning a full-priced item is possible within 14 days from the delivery date. Goods must be returned in the original packaging with all price tags and original labels and no sign of use or damaging. Include the original invoice with your return. Refunds will be processed upon receipt of your item(s). The delivery cost of returning an item will be your responsibility.

In order to exchange a full-priced item you need to return it first by following the instructions above. Please email us at hello@ruana-alpaca.com to let us know of your exchange details. You will receive a free shipping code in order for us to send your replacement at no additional charge. After receiving your free shipping code, order your new item on our website. 

 

All sales are final. Sales items cannot be returned. If you wish to exchange a sales item with a different size, email us at hello@ruana-alpaca.com. We will process your exchange only if the product is still in stock in a different size. The delivery cost of returning your item will be your responsibility. We will send your replacement at no additional charge. 

Contact information

Questions about our Terms & Conditions should be sent to us at hello@ruana-alpaca.com

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