RETURN & REFUND POLICY

Ruby & Vale Melbourne

1. General Return Eligibility

Customers may return their order within 30 days of delivery, provided that:

• The items are returned in original condition and packaging

• The items show no signs of improper use or damage caused by the customer

• All accessories and components are included

If a product arrives damaged, this must be reported immediately upon receipt with photographic evidence.

2. Return Procedure

To initiate a return, customers must first contact us at info@rubyandvale.com with:

• Order number

• Full name

• Reason for return

• Photos in case of damage or defect

Returns must not be sent to the sender’s address on the parcel. The official return address will be provided after approval.

All returns must be sent to our designated international warehouse.

3. Return Shipping & Risk

Return shipping costs are the responsibility of the customer.

The customer is responsible for arranging and paying for the return shipment unless explicitly agreed otherwise in writing.

The customer bears the risk of loss, damage, delay, or customs issues during return transit until the goods have been successfully delivered and received at our warehouse.

We strongly recommend using a tracked and insured shipping service.

4. Refund Processing

A refund can only be processed after:

• The returned goods have been successfully delivered to our warehouse

• The goods have been inspected and approved

Refund processing time begins only after receipt and inspection of the returned goods.

If the returned goods are not delivered, held in customs, lost in transit, or otherwise not received, the refund cannot be processed until delivery is confirmed.

Refunds will be issued to the original payment method used for the purchase.

5. Right of Withdrawal

Customers may exercise their legal right of withdrawal within 14 days where applicable by notifying us in writing.

However, refunds under withdrawal rights are processed only after the returned goods have been received at our warehouse.

The cost of returning goods under withdrawal rights remains the responsibility of the customer unless otherwise required by applicable law.

6. Important Notice

We do not offer free returns.

International return shipments may be subject to customs processing, delays, or additional documentation requirements beyond our control.