Refund policy

Returns

We want you to be delighted with your purchase.

To be eligible for a return, items must be unused, in their original condition, and returned in the original packaging. A receipt or proof of purchase is required.

Please contact us before returning any item so we can assist you with the return process.

Refunds

Once your return has been received and inspected, we will notify you by email that we have received your returned item. We will also notify you whether your refund has been approved or declined.

If approved, your refund will be processed and applied to your original method of payment. Please allow several business days for your financial institution to process and post the refund.

Late or Missing Refunds

If you have not yet received your refund:

1. Check your bank account or credit card statement again.
2. Contact your credit card provider, as refunds can take time to appear.
3. Contact your bank, as processing times may vary.

If you have completed these steps and still have not received your refund, please contact us at customerservice@rubyreddollscanada.com.

Exchanges

We only replace items if they are defective, damaged, or received in error.

If you believe your item qualifies for an exchange, please contact us at info@rubyreddollscanada.com with your order number and details of the issue. We will provide further instructions.

Return Shipping

To return a product, please contact us first for return instructions.

Unless the return is the result of our error or a defective product, customers are responsible for return shipping costs. Original shipping charges are non-refundable.

If a refund is issued, any applicable return shipping costs may be deducted from the refund amount.

We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75 CAD. We cannot guarantee receipt of returned items that are lost in transit.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to exercise your right of withdrawal To withdraw, complete and submit our [Right of Withdrawal Form] or send a clear written statement to us at [your contact email] before the 14-day period expires. We will acknowledge receipt without delay.

Return shipping You are responsible for the cost of returning goods to us. Items must be sent back within 14 days of notifying us of your withdrawal.

Refunds Once we receive your returned items (or proof of return), we will reimburse the product price and your original standard shipping cost within 14 days, using the same payment method you used for your purchase. We will not charge any fees for this reimbursement.

We may reduce your refund to reflect any diminished value of the goods if this results from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Duties and taxes Orders shipped to the EU are sent on a Delivered Duty Paid (DDP) basis, meaning import duties and taxes are collected at checkout. These charges are paid directly to customs authorities on your behalf and are non-refundable upon withdrawal, as they cannot be recovered once remitted.

Exceptions The right of withdrawal does not apply to goods that are clearly personalised or sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us within 14 days of delivery and include photographs of the item and packaging. We will work with you to resolve the issue as quickly as possible.