Refund policy

Returns & Refunds Policy

Rubyfix wants you to be happy with your purchase. This page explains how returns and refunds work. We sell to customers in the United Kingdom only.

Our 30-day money-back guarantee

You have 30 days from receiving your order to request a return or refund. After 30 days we are no longer able to process a request.

Your legal right to cancel

As this is a distance sale, you also have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You may cancel within 14 days of receiving the goods, without giving a reason, and you then have a further 14 days to send the goods back. This right sits alongside our 30-day guarantee above, and nothing in this policy affects your statutory rights.

Faulty, damaged or misdescribed items

If an item is faulty, damaged or not as described, you have rights under the Consumer Rights Act 2015, which may include a repair, replacement or refund. Please contact us within 7 days of delivery with photographs and we will arrange a replacement or a full refund at no extra cost to you.

Eligibility conditions

For a change-of-mind return, the item should be unused and in the same condition in which you received it, with the original packaging where possible. Proof of purchase (your order number or invoice) is required.

How to request a return

  1. Contact us through the contact form on our website, giving your order number and the reason for the return.
  2. We will email you a return label to print, along with the return address and the next steps.
  3. Send the item to the address we provide.
  4. Once we receive and inspect the item, we will let you know whether the refund has been approved.

Refund timing

Approved refunds are issued to your original payment method within 5 to 10 working days of approval.

Exchanges

We are happy to exchange an item within 30 days of delivery — for a different size, colour or pack, for example. Contact us through the form on our website with your order number and tell us what you would like instead, and we will confirm the next steps by email. The item should be unused and in the condition you received it.

For an exchange by choice, you cover the cost of posting the item back, the same as for a return. Where the item is damaged, faulty or not what you ordered, Rubyfix covers that cost.

Who pays for return postage

For change-of-mind returns, you are responsible for the cost of return postage. We will email you a label to print, but the postage itself is paid by you. Where an item arrives damaged, faulty or incorrect, Rubyfix covers that cost.

Exceptions

We cannot accept returns of items that have been used, damaged through misuse, or returned without proof of purchase.

Contact

For any question about returns or refunds, please use the contact form on our website.