Refund policy

At Rebecca & Ruby, your satisfaction is our priority. If an item does not meet your expectations, we make it simple to return or exchange it. We want you to feel confident and happy with every purchase.

RETURN ELIGIBILITY AND TIMEFRAME

You have 30 days from the date of delivery to initiate a return. To be eligible, items must be unused, in their original condition, and in their original packaging with all tags and accessories intact.

TYPES OF RETURNS

  • Defective, Damaged, or Incorrect Items: If you receive a product that is damaged, defective, or different from what you ordered, we will cover all return postage costs.
  • Personal Preference Returns: If you wish to return an item due to incorrect size, change of mind, or general dissatisfaction, you are responsible for the cost of return postage. Original shipping costs are non-refundable.
  • No Restocking Fees: We do not charge any restocking or processing fees for returns.

AUSTRALIAN CONSUMER RIGHTS

In addition to our standard returns policy, your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) apply. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

HOW TO INITIATE A RETURN

  1. Contact our customer service team at support@rebecca-ruby.com with your order number and reason for return.
  2. Our team will respond within 24 business hours with a return authorization and return address.
  3. Package the item securely in its original packaging.
  4. For defective or incorrect items, we will provide a prepaid return label at no cost to you.

REFUND PROCESSING

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the refund to appear on your statement depending on your bank or card provider.

NON-RETURNABLE ITEMS

  • Items returned after 30 days from delivery
  • Items that are worn, washed, or not in original condition
  • Items with removed tags
  • Gift cards

EXCHANGES

We are happy to exchange items for a different size or colour where stock is available. Contact us at support@rebecca-ruby.com to arrange an exchange. You will need to return the original item before we dispatch the replacement.

CONTACT INFORMATION

Rebecca & Ruby
Operated by KSEE Holdings LLC

Customer Service Hours:
Monday to Friday, 9:00 AM to 5:00 PM AEST

Get in Touch:
Email: support@rebecca-ruby.com
Phone: +61 (48) 5034 359
Contact Form: Click here

We respond to all inquiries within 24 hours on business days.

Business Address:
8 The Green Ste A, Dover, Delaware 19901, United States

Warehouse & Fulfilment:
70 Raglan St, Preston VIC 3072, Australia

Business Registration:
Company Registration Number: 10567232