Return policy

Returns, Refunds & Cancellations Policy

At Ruby & Rose, we strive to provide a transparent and enjoyable shopping experience. Please review this policy carefully before placing your order. By purchasing from our website, you agree to the terms outlined below.

1. Return Period

Eligible items may be returned within 30 days of delivery, provided they meet the conditions listed below.

Items purchased at a discount of 50% or more are considered Summer Sale and are not eligible for refunds.

2. Return Conditions

To qualify for a return, items must:

  • Be unused, unworn, and undamaged.

  • Be returned in their original condition.

  • Include all original tags and packaging.

  • Be requested within 30 days of delivery.

  • Receive prior approval from our customer support team.

Trying on an item for sizing is acceptable. However, items showing signs of wear, washing, stains, odors, or damage may be refused or subject to a reduction in refund value.

3. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Products with broken hygiene seals.

  • Personalized or custom-made items.

  • Items damaged through improper use.

  • Underwear, shapewear, and bras once the hygiene seal has been removed.

  • Summer Sale items (50% discount or more).

4. Return Shipping & Restocking Fee

Approved returns must be shipped to our international return facility.

Customers are responsible for:

  • Return shipping costs.

  • Selecting a shipping carrier that supports customs clearance.

  • Any customs duties, taxes, or handling fees.

  • Proper customs documentation.

Ruby & Rose is not responsible for parcels delayed, refused, or lost due to customs issues or incorrect shipping methods.

Restocking Fee

A 15% restocking fee applies to all approved returns. This fee covers product inspection, handling, and inventory processing.

The same fee also applies to:

  • Unopened packages.

  • Refused deliveries.

  • Unclaimed parcels returned to us.

Exceptions

The restocking fee may be waived if an item arrives damaged or defective. Each request is reviewed individually.

5. Return Address

Please do not return items without authorization.

Our customer support team will provide the correct return address and instructions after your return request has been approved.

Returns sent without authorization may not be processed.

6. How to Request a Return

To begin a return, please email:

📧 info@rubyandrose.com

Include:

  • Order number.

  • Item(s) you wish to return.

  • Reason for return.

  • Photos (required for damaged or incorrect items).

  • Your full name and shipping address.

Our team will respond with return instructions within 24 business hours (Monday–Friday).

7. Summer Sale & Multiple Size Purchases

During promotional periods, our collections are available in limited quantities.

Purchasing the same product in multiple sizes with the intention of returning unwanted sizes is discouraged for Final Sale items.

Items discounted by 50% or more are considered Summer Sale and are not eligible for refunds.

In certain situations, store credit may be offered at our discretion.

8. Order Cancellations

Orders may be cancelled within 4 hours of purchase.

Orders with a total value exceeding $100 cannot be cancelled once placed.

After processing has begun, orders cannot be cancelled due to our fast fulfillment process.

Once delivered, eligible items may be returned according to this policy.

9. Refunds

After your return has been received and inspected:

  • You will receive confirmation by email.

  • Approved refunds will be issued to your original payment method.

  • Please allow 5–10 business days for your bank or payment provider to complete the refund.

Where applicable:

  • The 15% restocking fee will be deducted.

  • Original shipping charges are non-refundable.

  • Optional shipping protection or insured shipping is non-refundable.

10. Promotional Discounts

If your order included promotional pricing, bundle discounts, or buy-more-save-more offers, your refund may be adjusted if returned items change your eligibility for those discounts.

Refunds are always calculated based on the Summer value of the items you keep.

11. Store Credit

In certain situations, Ruby & Rose may offer store credit instead of a refund.

Store credit:

  • Is issued at our discretion.

  • Is non-refundable.

  • May only be issued once per order.

12. Incorrect Shipping Address

If an order is returned because an incorrect or incomplete shipping address was provided, we may:

  • Arrange a new shipment after the parcel returns to our warehouse, or

  • Offer store credit, depending on the condition of the returned items.

If returned items are no longer in their original condition, a reduction in refund value may apply.

13. Policy Updates

Ruby & Rose reserves the right to update or modify this policy at any time. Any changes become effective immediately upon publication on our website.

14. Contact Us

If you have any questions regarding returns, refunds, or cancellations, our support team is happy to help.

📧 Email: info@rubyandrose.com

Contact Form: https://www.rubyandrose.com/pages/contact