Refund Policy
At RUBY Auckland, we aim to ensure our customers are satisfied with their purchase. Please review our refund and return policy carefully before placing an order.
Please note that we do not offer free returns. All return shipping costs are the responsibility of the customer.
RETURNS
CAN I RETURN MY ORDER?
Yes. You may return your order within 14 days of receiving your items if you are not satisfied.
To be eligible for a return, the following conditions must be met:
The item must be returned within 14 days of delivery.
The product must be unused and in the same condition as received.
All original packaging, tags, accessories, and components must be included.
The item must show no signs of wear, damage, or improper handling.
Items subject to hygiene considerations must be returned in a clean and unused condition.
Sale or discounted items are final sale and cannot be returned unless faulty.
Return shipping costs are the responsibility of the customer.
We reserve the right to refuse any return that does not meet these conditions.
DEFECTIVE OR DAMAGED ITEMS
If your item arrives defective or damaged, please contact us within 48 hours of delivery with clear photo evidence. Once verified, we will provide an appropriate solution in accordance with NZ consumer law.
HOW TO RETURN YOUR ORDER
If your return meets the above conditions, please follow these steps:
Email us at:
📧 rubyaucklandd@gmail.com
Include the following details in your email:
Order number
Reason for return
Clear photos (if damaged or defective)
Full name
Shipping address
Once your request is approved, we will provide you with the correct return address.
⚠️ Please do not send returns to the original sender address. Returns sent without approval may not be accepted.
CHANGE OF MIND RETURNS
We voluntarily offer returns within 14 days of receiving your order.
Because orders are processed quickly, cancellations are not possible once an order has been dispatched. If your order is already in transit, please wait until delivery and then contact us to arrange a return.
A return request is considered accepted once:
you notify us of your intention to return, and
the returned goods are received and inspected.
Return shipping costs are the responsibility of the customer.
SHIPMENTS IN TRANSIT
Orders are fulfilled through our international logistics partners and delivery times may vary depending on destination and carrier operations.
If your order is already in transit, cancellation is not possible. You may still contact us to arrange a return once the package has been delivered.
For faster processing, we recommend providing a return tracking number once your return shipment has been dispatched.
REFUNDS
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved:
• Refunds will be processed within 14 days after the returned item has been received and inspected.
• Refunds will be issued to the original payment method used during checkout.
RETURN ADDRESS
All approved returns must be sent to our central international warehouse in Asia at the customer's expense. The exact address will be provided after return approval.
IMPORTANT NOTES
We are not responsible for lost return shipments. We strongly recommend using tracked shipping.
Returns that do not meet our policy conditions may be refused or returned to the customer.
This policy does not affect your statutory rights under NZ law.
CONTACT
For any questions regarding refunds or returns, please contact us at: