Refund and Returns Policy

Last updated: 9 October 2025

We want you to love your order. If something isn’t right, this policy explains how returns, exchanges, and refunds work at Ruby Avenue. It applies to consumer orders placed online at rubyavenue.co.uk.

Summary (Quick Read)

• Change‑of‑mind returns: within 30 days of delivery for non‑personalised items, unused and in original condition/packaging.
• Exchanges: happily offered on eligible items (stock permitting).
• Personalised items (e.g., photo prints/uploads): not returnable unless faulty or damaged.
• Faulty/Incorrect items: we’ll put it right — repair, replace, or refund. We cover return postage where we’re at fault.
• Refund timing: processed to your original payment method within 5–7 business days after we receive and check the return.

Eligibility for Returns

To be eligible for a change‑of‑mind return, your item must be unused, unwashed, free of odours, pet hair and marks, with tags/labels attached and in its original packaging.

How to Start a Return

1. Email us at paul@rubyavenue.co.uk with your order number, what you’d like to return or exchange, and the reason.
2. We’ll reply with return instructions and, where applicable, a pre‑paid label for faulty/incorrect items.
3. Package items securely. If you’re outside the UK, clearly mark the parcel as “Returned Goods – Relief Claimed” to avoid customs charges.

Return Postage Costs

• Change of mind / size issue: customer pays return postage. You’re welcome to use a tracked service of your choice.
• Faulty, damaged or incorrect item received: Ruby Avenue covers reasonable return shipping costs (pre‑paid label or postage reimbursement).

Refunds & Exchanges

Once we receive and inspect your return, we’ll notify you of approval. Approved refunds are issued to the original payment method. For exchanges, we’ll ship the replacement as soon as it’s ready; if the item is out of stock, we’ll offer an alternative or a refund.

Faulty or Not as Described

If your item is faulty or not as described, contact us as soon as possible. You are entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015. Within the first 30 days, you have a short‑term right to reject for a refund. This policy does not limit your statutory rights.

Your Right to Cancel (UK/EU customers)

If you are a consumer in the UK/EU buying at a distance, you have a legal right to cancel most non‑personalised orders within 14 days of delivery under the Consumer Contracts Regulations 2013. To exercise this right, please email us within 14 days of delivery and return the goods within 14 days after that. You are responsible for return costs for change‑of‑mind cancellations.

To: Ruby Avenue, Email: paul@rubyavenue.co.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
— Order number:
— Ordered on / received on:
— Name of consumer(s):
— Address of consumer(s):
— Date:

International Returns

International customers are welcome to return eligible items. Please ensure the return is clearly marked as a return to avoid customs charges. Any customs or import charges wrongly levied to us may be deducted from your refund.

Contact

If you have any questions about returns or refunds, contact us at paul@rubyavenue.co.uk.

This policy applies only to consumer purchases from rubyavenue.co.uk and does not limit your statutory rights.