Return Policy – Ruby & Vale Melbourne
PLEASE NOTE
We do not offer free returns. All return shipping charges are the responsibility of the customer.
Returns
Can I return my order?
Yes, it is possible to return your order. If you are not satisfied with the items you received, you may return them within 30 days of delivery.
To qualify for a return, the following conditions must be met:
- The product must be returned in its original packaging and include all accessories and components.
- The product must show only normal handling.
- Damage caused by careless use or improper handling is excluded.
- For products where hygiene is essential, the item must be thoroughly cleaned before return.
- If the product arrived damaged, this must be reported immediately upon receipt.
Ruby & Vale Melbourne is entitled to charge the customer for all shipping and handling costs.
Returns will be processed within 7 working days after receipt. If the return meets all conditions, you will receive confirmation of acceptance within this period.
We reserve the right to refuse returned items if we suspect that they have been used or damaged through no fault of our own.
How to Return Your Order
If your order meets the above conditions, please follow these steps to initiate the return process:
Send an email to info@rubyandvale.com containing the following details:
- Your order number
- The reason for your return request
- A photo of the item (in case of damage or defect)
- Your full name
- Your address
Once your request has been reviewed, we will provide you with the correct return address.
Do not send your return to the sender’s address on the package. The correct return address will be provided after your request has been approved.
All return shipping costs are borne by the customer.
Right of Withdrawal / Cancellation Policy
Consumers have a legal right of withdrawal in accordance with the following terms, provided they are natural persons who purchase goods for purposes not related to commercial or professional activities.
A. Right of Cancellation
The cancellation period is 14 days from the day you (or a third party authorised by you, who is not the carrier) receive the goods.
Because we operate a fully automated fulfilment system, orders are processed immediately after payment. Therefore, cancellation is not possible once the order has been dispatched.
To exercise your right of withdrawal, you must clearly inform us (Ruby & Vale Melbourne) via email at info@rubyandvale.com of your decision to withdraw from the contract. The withdrawal becomes effective once we have received the returned goods.
The cost of returning the goods is always borne by the buyer.
Orders in Transit
Our goods are shipped from Asia, which may result in longer delivery times beyond our control.
If the goods are already in transit, cancellation is not possible until you have received the items. Once you receive your order, you may return it according to the return instructions above.
You may inform us in advance of your intention to cancel. To speed up the process, please send us your shipping confirmation once you have returned the goods.
Consequences of Withdrawal
If you withdraw from this contract, Ruby & Vale Melbourne will refund all payments received from you, excluding delivery charges and any additional fees for special delivery methods chosen by you.
Refunds will be processed within 14 days after we have received both your withdrawal notice and the returned goods.
Refunds will be issued using the same payment method used for the original transaction, unless expressly agreed otherwise. You will not incur any fees for receiving your refund.
Important Notice
All returns must be sent to our central warehouse located in Asia.
Return shipping costs are fully at the customer’s expense.