Refund Policy
Important
Please read our return policy carefully. No exceptions will be made, as you agreed to the terms at the time of purchase.
Returns
Timeframe: You have 30 days from the date of receiving your product to request a return. After this period, we unfortunately cannot offer a refund or exchange.
Conditions: Returned items must be in the same condition as received – unused and in the original packaging. For items where hygiene is important, products must be properly cleaned before starting the return process.
Exclusions: For hygiene reasons, certain items cannot be returned, including underwear, lingerie, and tights.
Return Process
If you would like to return a product, please email info@susanrubymelbourne.com with the following details:
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Your order number
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Reason for the return
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A photo of the product (if damaged)
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Your contact information
Refunds
Procedure: Once your return is received and inspected, you will receive an email notification confirming the approval or rejection of your refund.
If approved, your refund will be processed and automatically applied to your credit card or original payment method.
Delayed or Missing Refunds: If you haven’t received a refund after 14 days, first check your bank account. If the refund is still not visible, contact us at info@susanrubymelbourne.com
Full Refunds: Please note that for a full refund, the product must be returned to us. Customers cannot keep the product and still receive a full refund.
Costs
Return Shipping Costs: Customers are responsible for return shipping fees. We recommend using a tracked service, as we are not responsible for lost returns.
Returns must be shipped to Asia, with return shipping costs starting from 60 AUD, to be paid by the customer.
Exceptions
Defective or Incorrect Items: If you receive a defective or incorrect item, we will send a replacement at no cost.
If a mistake occurs again on the second shipment, you will receive a full refund.
Order Cancellations: Orders can be cancelled within 24 hours of being placed. After that, cancellations are not possible due to our automated processing system.
For any questions or more information about our return policy, please contact us at info@susan&ruby.com