IX. Returns and Refunds Policy
Products ordered through the Site may be returned for a refund or exchange if they are returned unused, in their original condition, and with their original packaging. You must return the item/s within 15 days of receiving the order and provide a proof of purchase as well as initiate the returns process at our Returns Page. Returns/exchanges are subject to exclusions and restrictions that are listed below.
The following items are not valid for returns: fine jewelry, underwear, lingerie, hosiery and socks, swimwear, cosmetics, fragrances, skincare, and items on final sale.
Please exercise extreme care when trying on garments. Only merchandise that is unworn, unaltered, undamaged, in fully sale-able condition per Rustan's standards, and with original and authentic labels, tickets, or tags affixed to the original merchandise will be accepted for return. All accessories (including all belts, slips, chains, straps, and any other included or attached accessories) must be included as new for the items to be accepted for return.
Please exercise extreme care when handling bags. Dyes from clothing and other materials can transfer to light-colored bags. Only bags unaltered, unworn, undamaged, in fully sale-able condition per Rustan's standards, and with original and authentic labels, tickets, or tags affixed to the original merchandise will be accepted for return. All accessories must be included (including all dust bags, straps, mirrors, cards, charms, and any other attached accessories) and be unaltered, undamaged, and in fully sale-able condition to be accepted for return.
Shoes with scratched soles or with any markings whatsoever on the soles will not be accepted for return. Trying on shoes on soft, clean, indoor surfaces, such as carpeting, is recommended, but does not guarantee that a return will be accepted. Returns must include the original shoe box and dust bag, if any, as these are considered part of the product. All shoe boxes and shoe accessories (including all straps, laces, extra heel caps, and any other included or attached accessories) must be included and be unaltered, undamaged, and in fully sale-able condition to be accepted for return.
Skin care, cosmetics, hair care, fragrances, nail polish, and aerosol products cannot be returned due to transport restrictions.
Lingerie, Underwear, Swimwear, Hosiery and Socks
Lingerie, underwear, swimwear, hosiery, and socks cannot be returned due to reasons of hygiene.
Fine jewelry and watches with value greater than ₱5,000 cannot be returned via courier. Instead, you must return your package at the Rustan's Makati Customer Service. For your protection, fine jewelry returns must be insured by you for its full value as Rustan's will not be liable for any lost or damaged fine jewelry or watches over ₱5,000 while they are in transit for return transactions.
Note that all returns will be inspected upon receipt at our store or warehouse for authenticity and condition. You will be contacted by our Customer Service team if there are any questions related to the merchandise being returned.