Refund policy

RETURN AND REFUND POLICY

SCOPE AND INTENT

This return and refund policy applies to all purchases made through the Rubylis website.

 

CONTACT INFORMATION

For any questions regarding returns and refunds, please contact our customer service via:

  • Email: support@rubylis.com
  • Address: Achterhaven 8, 2635GV, Den Hoorn, Netherlands

 

RETURN WINDOW

Customers have the right to cancel their purchase and return the product within 14 days of receipt, without providing any reason.

 

INSTRUCTIONS FOR RETURN

  1. Notification of Return: To initiate a return, please contact our customer service at support@rubylis.com with your order number and a reason for the return (if applicable).
  2. Return Authorization: Once your return request is reviewed, we will provide you with detailed return instructions and, if applicable, a prepaid shipping label.

 

PACKAGING AND SHIPPING

  1. Securely pack the item in its original packaging, ensuring all labels and tags are still attached.
  2. Include the return authorization form and any supporting documents or images as requested.
  3. Download and print the return label from the link provided in our email.

 

COSTS FOR RETURNS

Customers are responsible for return shipping costs unless the item is defective or not as described. In such cases, Rubylis will cover the return shipping costs.

 

SPECIFIC CONDITIONS FOR RETURNS AND REFUNDS

  • Returns Due to Change of Mind: If you change your mind after making a purchase, you can return the product within 14 days, provided it is unused, undamaged, and in its original packaging.
  • Defective Goods: If you receive a defective product, please contact our customer service immediately for instructions. Rubylis will cover the return shipping costs and either provide a replacement product or issue a refund.
  • Damaged Goods: If your product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and, if necessary, cover the return shipping costs.
  • Wrong Product Received: If you receive the wrong product, contact us, and we will arrange for the return and ensure that the correct product is sent to you at no additional cost.
  • Product Never Arrived: If your product never arrived, please contact us so we can initiate an investigation with the courier. If the product cannot be located, we will offer a full refund or send a replacement.
  • Cancellation After Order: You can cancel your order before it has been shipped. If the order has already been shipped, please follow the return procedure after receiving the product.

 

POLICY FOR DAMAGED OR DEFECTIVE GOODS

If you receive damaged or defective goods, please contact our customer service within 48 hours of receiving the item. Send us photos of the defect or damage, and we will inspect the item. If the return is approved, we will either provide a replacement or issue a full refund.

 

UNDAMAGED GOODS POLICY

If you change your mind, you may return the undamaged and unused product within 14 days. Ensure that the product is in its original packaging.

 

DEADLINES

  • Return Window: Returns must be reported and shipped within 14 days of receiving the product.
  • Processing of the Return: After receiving and inspecting the returned item, we will process the refund within 14 days. You will receive a confirmation via email.
  • Refund Conditions: A refund is only approved if the product is undamaged, unused, and in its original packaging. Refunds for defective or incorrectly delivered products are processed after inspection.
  • Refund Period: Once the return is approved, it can take up to 30 days to process the refund to the original payment method.
  • Refund methods : Refunds are made to the original payment method used at the time of purchase.

 

EXCEPTIONS TO THE RETURN POLICY

The following products cannot be returned:

  • Tailored or personalized items
  • Hygiene products (e.g., socks, underwear), unless they are unopened and unused

 

ADDRESS FOR RETURNS

Please send all returns to the following address:

Achterhaven 8, 2635GV, Den Hoorn, Netherlands

 

DELIVERY METHOD AND COSTS

  • Delivery Method: DHL with tracking and tracing
  • Estimated Return Costs: €2.50 - €5.00 (costs may vary based on location)

 

LEGAL RIGHTS

This return policy does not affect any applicable legal rights you may have under consumer protection laws.

 

HAVE ANY QUESTIONS?

If you have any questions, please visit our [FAQ page] or contact our customer service team at support@rubylis.com.