Refund policy

Return and Cancellation Policy

Effective Date: September 4, 2026
Store: Ruby Mahone Bay
Website: https://rubymahonebay.com
Email: info@rubymahonebay.com

This policy describes Ruby Mahone Bay's voluntary return process. Nothing in this policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded under the consumer protection law that applies in your province or territory.

1. Right to Return

You may request a return within thirty (30) calendar days from the confirmed delivery date, provided the conditions below are met.

For a voluntary return to be approved:

  • The item must be unused, unworn, unwashed and undamaged
  • All original packaging, labels, tags, dust bags, inserts and accessories must be included
  • Items sealed for hygiene reasons must remain sealed and unopened
  • The item must be in resalable condition

Defective, damaged or incorrectly described items should be reported as soon as reasonably possible after you discover the problem, together with clear photographs where appropriate.

Ruby Mahone Bay may refuse a voluntary return that:

  • Shows signs of use, washing, staining or alteration
  • Is returned incomplete
  • Is returned without prior approval
  • Falls outside the 30-day period

If a voluntary return is refused, the item may be sent back to you at your expense. These voluntary-return conditions do not limit any mandatory legal rights that apply to defective, damaged or incorrectly described goods.

2. Change-of-Mind Returns

The 30-day return window in Section 1 is a voluntary Ruby Mahone Bay policy for ordinary change-of-mind returns. It does not replace or limit any cancellation right or other remedy that applies under consumer protection law in your province or territory.

3. How to Return

To request a return, email info@rubymahonebay.com

Please include:

  • Order number
  • Full name
  • Shipping address
  • Reason for return
  • Photographs, if the item is defective, damaged or incorrectly described

Returns must be approved before they are sent. A voluntary return sent without approval may not be processed or refunded. Once your return has been approved, you will receive return instructions and the correct return address. Returns are handled by our international returns centre. Your return will therefore be shipped outside the country your order was delivered to, regardless of how your order was delivered. The returns centre that applies to your return is stated in the return instructions.

Assessment of faults and damage

Report any fault, defect, incorrect description or transit damage to info@rubymahonebay.com and attach clear photographs of the whole item and affected area where appropriate. Our customer care team will assess the circumstances and explain the available solution. We may ask for additional photographs or information where reasonably necessary.

Nothing in this policy affects any rights you may have under applicable consumer protection law.

Responsibility for return shipping

For a voluntary change-of-mind return, you are responsible for returning the item, the return shipping cost and the risk during return transit. Where the return is due to a fault on our side, including an incorrect, defective, damaged or incorrectly described item, Ruby Mahone Bay bears the reasonable return shipping cost to the extent required by applicable law.

For a voluntary return, you may choose your own carrier. The return must be sent tracked, with proof of delivery. A voluntary return that is lost or cannot be tracked cannot be refunded.

4. Refunds

Once we have received and inspected an approved return, we issue any refund due to the same payment method used for the purchase. Please allow reasonable processing time for inspection and refund.

For a voluntary change-of-mind return, the refund does not include:

  • Original shipping charges
  • Charges for express or upgraded shipping
  • Customs duties, import taxes or import fees
  • Return shipping

The exclusions above apply except where applicable law requires otherwise. Where the return is due to a fault on our side, we will provide the refund and return-cost treatment required by applicable law.

If a voluntary return does not meet the conditions in Section 1, no voluntary refund is issued.

5. Order Cancellation

We understand that circumstances can change after an order has been placed.

Cancellation timeframe

Orders may be cancelled within twelve (12) hours of purchase, provided they have not entered the processing stage. To request a cancellation, email info@rubymahonebay.com and include your order number.

Orders in processing

After the 12-hour window, an order may already have:

  • Entered processing
  • Been packed
  • Been prepared for shipment
  • Been handed to a carrier

Once an order has reached any of these stages, cancellation under our voluntary order-cancellation process cannot be guaranteed and may no longer be possible.

Orders already shipped

Orders that have been shipped or handed to a carrier cannot be cancelled under our voluntary order-cancellation process. In that case, you may request a return after delivery in accordance with Section 1.

This Section 5 does not limit any separate cancellation right that applies under consumer protection law in your province or territory.

6. International Handling and Customs

Orders and returns may be handled through international delivery and returns partners.

For a voluntary return, you are responsible for any return shipping and applicable customs or handling charges. These terms do not limit the treatment required by applicable law when goods are defective, damaged, incorrectly described or otherwise subject to a mandatory remedy.

7. Items Excluded From Voluntary Returns

To the extent permitted by applicable law, the following items are excluded from Ruby Mahone Bay's voluntary return policy:

  • Gift cards
  • Items returned after the 30-day period
  • Items not in original condition
  • Items damaged through incorrect use

These exclusions do not remove any mandatory legal right or remedy.

8. Contact

For questions about returns or cancellations:
Ruby Mahone Bay Customer Care
Email: info@rubymahonebay.com
Website: https://rubymahonebay.com