Returns

ONLINE

• RUBY will exchange or refund any full price item purchased through rubynz.com, with the exception of beauty products, face masks and earrings.
• Any exchanges must be of equal or greater value, providing the item meets our criteria as listed below.
• Discounted items, including items marked SALE can be returned for an exchange or online credit, but cannot be returned for a refund.
• All Liam patterns are final sale and cannot be returned.
• All items marked FINAL SALE cannot be returned for a refund, exchange or store credit.
• If you return a FINAL SALE item to us for a refund, exchange or store credit we will be unable to process it and will have the item shipped back to you at your own expense.
• Due to health and safety, all face masks are considered FINAL SALE and cannot be returned or exchanged.

• Returns must be sent back to us within 7 days from the day that the order was received. Items received outside of this period will not be accepted.

• Items purchased online using Laybuy or Afterpay can be returned for a refund, credit note or exchange. Please note that due to these being third party providers, we will deduct a $10 NZD service fee off the refund total.

• Afterpay runs for eight weeks from the initial purchase date. You are able to exchange your item on Afterpay within 7 days. You will continue to pay off the original item on Afterpay but any excess charges incurred by exchanging for an item(s) of higher value will need to paid for in store. If you would like to return a full priced item purchased using Afterpay, you may do so within 7 days and receive a credit note or a refund however, you will need to continue to pay off the original item on Afterpay.

RUBY is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number before sending.

• Returned items must be in original condition and not worn, altered or washed.
• Items must have all tags and packaging attached, including hygiene seal for swimwear and lingerie.
• Footwear must be returned to us unworn, in the original unmarked box. When returning the footwear box please ensure that it is well protected as the box is considered part of the product.
• We will assess the item once returned to ensure it meets our criteria before a refund or exchange will be processed. One of our online team will then be in touch. We aim to process your return in 3 working days.
• Purchases made in RUBY stores cannot be returned to the online store.
• Shipping charges are not refunded unless the item is incorrect or faulty.

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items.

Please note, card refunds may take up to 3 business days for your bank to complete, depending on their processing time. This can vary between card issuers.

IN STORE

RUBY in store exchange policy is as follows:

• Gift Exchange period: Full priced items purchased in store as a gift between the 5th - 24th of December can be exchanged until Monday 9th January. The returned gift must meet all other below conditions apart from being returned within 7 days of purchase.
• Returned items must be in their original condition and not worn, altered or washed.
• Items must have all tags and/or packaging attached, including hygiene seal for swimwear and lingerie.
• Footwear must be returned unworn and in the original, unmarked box.
• Items must be returned within 7 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.
• Items purchased in store using the LAYBUY or AFTERPAY applications cannot be returned for a refund or store credit but can be returned for an exchange of equal or greater value, providing the item meets our criteria as listed above.
• Any exchanges must be of equal or greater value, providing the item meets our criteria as listed above.

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

This also applies to items purchased online and returned in store. We are happy to accept online returns in store and are able to process a credit note or an exchange on the spot. However please note that online customers returning an item for a refund will have it sent from store back to head office where the return will take a few days to be processed.

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.