Refund policy

Returns

Should your purchase be faulty, I will do my very best to "put it right" and work with you to reach a satisfactory outcome. As a small business, customer satisfaction is of utmost importance to me. I will meet my obligations in accordance with the Consumer Guarantees Act (NZ).

To be eligible for a return due to "change of mind", your item must be unused and in the same condition that you received it. It must also be in the original packaging. The Ruby and Bear return period is 1 month from date of delivery.

Gift cards and discount codes are non-returnable, non-refundable and cannot be exchanged for cash.

Additional non-returnable "change of mind" items:
Earrings
Swimwear
Underwear and intimate items

To complete a return, I require a receipt or proof of purchase. A photo or screenshot can be emailed to fiona@rubyandbear.nz in advance, or a copy included in the package you return.

At the discretion of Ruby and Bear, there are certain situations where only partial refunds may be granted:
Any item not in its original condition, that is damaged or missing parts for reasons not due to my error;
Any item that is returned more than 1 month after delivery.

Refunds
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted, especially during Public Holiday periods. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at fiona@rubyandbear.nz

Sale items
Only regular priced items may be refunded, exchanged or returned (at our discretion). Sale items cannot be refunded, exchanged or returned due to "change of mind".

Exchanges and returns
If you need to exchange or return an item, send an email outlining the situation to fiona@rubyandbear.nz and send your item to:
Ruby and Bear
8 Brendean Drive
RD8 Christchurch
Canterbury
New Zealand
7678.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and they will find out about your return.

We are not obligated to return, exchange or refund a gift due to "change of mind", but will meet all obligations in accordance with the Consumer Guarantees Act (NZ).

Shipping
To return your product, you should courier your product to:
Ruby and Bear
8 Brendean Drive
RD8 Christchurch
Canterbury
New Zealand
7678

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable for "change of mind" purchases. Where the goods are deemed to be faulty and it is my error, I will also happily refund you the cost of shipping your return. In order to be refunded for shipping a faulty item, I require an email or screenshot of the sales receipt for shipping the goods. If this is not provided, I will still refund you up to $10NZ (at my discretion) towards shipping costs.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. I will be in contact when your newly exchanged item/s is/are awaiting courier collection.

I recommend using a trackable shipping service that requires a signature. If you are shipping an item/s over $75, I recommend purchasing shipping insurance. I can’t guarantee that I will receive your returned item, and tracking missing items and working with the shipping company is the responsibility of the sender.