Refund policy

At ruby merlot, we are committed to providing quality bags and ensuring that our customers are satisfied with their purchase. Please find our refund policy below: 

Eligibility for Refund

We offer refunds only for items that are damaged or faulty upon arrival. If your item is defective or not as described, we’re happy to process a refund or exchange under the following conditions:

  • Damaged or Faulty Items: Please contact us within 14 days of receiving your order to initiate a return for damaged or faulty items. Items must be unworn, with original tags attached, any included gifts, and in their original packaging.
  • Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation, must accompany your return request. We will only process refunds for products purchased directly from our store, rubymerlot.com. 

Exclusions

Refunds are not available for the following reasons:

  • Change of Mind: We do not accept returns for refunds due to personal preferences such as style, fit, or colour. We encourage you to carefully review product descriptions and size guides before purchasing. However, exchanges may be requested for these reasons.

Return Process for Faulty or Damaged Items

  1. Contact Us: Email our customer service team at hello@rubymerlot.com within 14 days of receiving your order. Kindly include your order number, photos of the item, and a description of the issue.
  2. Approval: Once your return request is reviewed and approved, we’ll provide detailed return instructions. 
  3. Refund Processing: After we receive and inspect the returned item, refunds will be issued to the original payment method within 7 business days. Please note that additional processing time may be required by your payment provider (e.g., your bank or card issuer) before the refund is reflected in your account.

Final Sale Items

All sale or clearance items are final sale and cannot be returned or refunded unless they arrive damaged or defective.

 

We appreciate your understanding and support of our return policy, which helps us maintain the quality and care we put into every item. Our goal is to ensure a fair and seamless process for all customers while upholding the standards that make our products special.

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