Refund Policy
We have a 30-day return policy, which means, if eligible for a return, you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be faulty and in the same condition that you received it, unused and in it's original packaging.
To start a return, you can contact us at hello@rubyandrosedesign.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@rubyandrosedesign.com.au.
Damages
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned.
Custom products - such as special orders or personalised items cannot be returned and we do not accept change of mind returns.
Earrings - Due to hygienic reasons earrings cannot be returned, unless they are deemed faulty.
Permanent Jewellery - We stand behind the quality of our products and offer a 2 week warranty period from the date of purchase.
We guarantee that your permanent jewellery is free from defects in materials and workmanship. During the warranty period, we will repair or replace, at our discretion, any permanent jewellery that is found to be defective.
This warranty covers:
• Manufacturing defects
• Loose or missing stones
• Breakage or deformation under normal use
• Breaks in the weld only at the site of the connecting jump ring
Exclusions: This warranty does not cover damage caused by:
• Accidental or intentional misused personnel
• Modification, repair, or alteration by unauthorised
• Normal wear and tear
• Loss of stones due to neglect or improper care
How to Claim: To initiate a Permanent Jewellery warranty claim, please email us detailing your date of purchase, details on what has happened plus an image of your defective jewellery.
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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