RUBY Retail Store Policy


RUBY in store exchange policy is as follows:

  • Returned items must be in their original condition and not worn, altered or washed.
  • Items must have all tags and/or packaging attached.
  • Footwear must be returned unworn and in the original, unmarked box.
  • Items must be returned within 14 days of the date of purchase
  • Items must be accompanied with proof of purchase. This can be in the form of your original receipt or bank statement.
  • Items purchased on sale are final and cannot be returned for an exchange.

Provided that the returned item meets our criteria we will happily exchange the item for something else in store. A refund or credit note will not be issued for change of mind returns.

There are no exchanges, change of mind, or credit notes issued on SALE items purchased in store. If purchasing a SALE item in store as a gift then an exchange card can be issued at time of purchase.


All RUBY stores offer a layby service on full priced items to ensure you can secure your favourite piece and not blow your budget!

For laybys totalling $499 or less we require a deposit of $50. For laybys totalling $999 or less we require a deposit of $100. We cannot process laybys on online orders.

Laybys run for six weeks from the initial purchase date. You are able to exchange your item on layby within 14 days from the set-up date and still retain your deposit. You will not be issued a refund or credit note for your layby deposit.

If you decide to cancel your layby or exchange your item after the 14 day exchange period your deposit will be retained by RUBY.

SALE items cannot be laybyed. If you choose to cancel your layby within the 14 day exchange period you are unable to exchange your item for a SALE item.


If you discover that your item has a fault please return it to your closest RUBY store. Please ensure you have proof of purchase either in the form of a receipt or bank statement.

All faulty returns are assessed in our Head Office in Auckland. Please allow up to 5 working days for us to get back to you with a resolution.

RUBY will happily repair or replace all items that are classified as faulty after assessment. If we are unable to repair or replace your item, we will provide you with an exchange, credit note or refund.

Items that are damaged as a result of general wear and tear are not deemed to be faulty. If you have an item that is faulty please ensure that when you return it to store it is clean. We are unable to accept soiled garments.

No returns on hosiery will be accepted.