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Returns Policy

Cancellation

If you wish to cancel your order before we’ve despatched it, please call 0208 123 3966 or email our Sales Team, to request the cancellation. 

We try to despatch items quickly so if you need to cancel your order please do so as soon as possible. 

Please note once we have despatched an item(s) to you, the order cannot be cancelled and the below returns process comes into effect with their respective charges.

Returns

At Ruby's Garden Boutique we offer a cooling off period of 14 calendar days from the day on which the goods are delivered to the consumer / customer.  Within this period customers may diligently inspect the goods, determine their suitability and if necessary request a refund.  They must not be used or installed in any form.

If for any reason you wish to return an item that has been delivered to you, initially you should email our Sales Team who will then escalate your request in a timely and efficient manner.  

Once we have acknowledged your return request, the goods must arrive back to us within 14 calendar days from and including the day of such acknowledgement.  Do not return any items without prior consultation with ourselves and confirmation of the return address.

Carriage charges for unwanted returns / remorse sales will be at your own expense.  

We strongly advise you to insure items to their full value for their return journey, as we will not be able to refund for goods which arrive damaged or lost in transit. The supplier reserves the right to charge a re-stocking / re-packaging fee.

You must ensure all returned items have original labels and packaging and have not been installed, used, or modified in any way or form, and be in a full saleable condition to obtain a full refund. We reserve the right to charge for repackaging where applicable. Items must be received by us within 14 calendar days, starting on the day you notified us of your intention to return.

Your return should be accompanied by a proof of purchase, your name, address and phone number, account number and order reference number (most of this information should be detailed on your invoice). To help us, to help you, we would appreciate you enclosing details of why you wish to return the product.  We strongly advise you to insure any items being returned. 

Once we have received the item(s) we will issue a refund subject to the conditions above.

What about damaged or faulty goods?

If your purchase is in an unsatisfactory / damaged condition when it is delivered, please refuse the delivery and speak to our Sales Team on the number provided above to discuss your options.  

Should you receive any parcel from us that contains damaged goods this should be notified to the Sales Team who will ask for a description and photographic evidence and subsequently arrange for collection and replacement. You must retain all of the original packaging - we reserve the right to charge for re-packaging.

If any damaged items have been used, they will be deemed acceptable by yourself and will not be considered for replacement.

Our products are well-packaged to withstand transit damage during shipping, however, if you discover a fault when opening the item, then we would ask you to notify us and email photographic evidence of the fault you have discovered within 24 hours of delivery.

Taking delivery

Upon delivery, if the packaged item appears slightly damaged, please inform the delivery representative and note ‘Package Damaged’ when signing for the delivery.  Packaging is designed to sustain a certain amount of impact in transit.

If, however, the package looks significantly damaged, you may refuse delivery of the item (please notify us so that we can expect the return shipment). The damaged package will then be returned to us and we will send you a replacement. If we have the item in stock, we can ship you out a replacement.

How long does a refund take to reach me?

Once the process of returning the item(s) has been completed, we will initiate a refund that will be paid to the same card/account/PayPal originally used to place and pay for the order.  This will be processed swiftly as soon as possible.