Refund policy

We want you to love your jewels. If for any reason you do not, our returns policy is here to make things simple.

Non-returnable products

Due to current UK Health and Hygiene regulations, we cannot accept the return of pierced items such as earrings. This does not affect your statutory rights.

We do not accept returns on anything bought in our sample sale, last chance sale, any one of a kind, special edition or limited edition pieces or any item that has been customised in any way or made bespoke for you.

We can only accept returns or cancellations on rings by charging a £40 restocking fee. This is because our rings are made to order in your chosen size and may need to be re-sized to be able to be sold on to another customer.

Return or Exchange

If you wish to return your order and it was not sold as part of our sample sales, last chance sales, is not a limited edition, special edition, one of a kind, or customised/bespoke piece, and it is not earrings, then you may return your goods within 30 days of them being delivered for either a refund minus full shipping costs or an exchange minus any difference in item price and full shipping costs.

Please contact us at info@rubyjack.com to arrange. In either case the full shipping costs amount to the price paid by Ruby Jack to the courier for both outbound and return shipments, along with additional import/customs costs that may have occurred, even where these costs have been provided as "free" or "covered" or have been subsidised by Ruby Jack as part of your order. 

Conditions

New items must be returned to us in an as new, un-worn condition. Should we receive your returned item in a used condition or a condition unsatisfactory for retail as new, we may deduct a refurbishing fee from your refund in order to cover all costs of refurbishing or re-finishing the item such that it can be made available for retail as new again. Please note that our refurbishing fee is currently £40 per item. For items returned to us in good as new condition but with damaged jewellery boxes or pouches we may charge a £5 fee per box/pouch.

Exchange for another size

If an item does not fit, please contact us within 30 days of physically receiving the goods to discuss a resizing or exchange for another size. Please note that resizing rings will incur a £40 resizing & re-plating fee + any shipping costs. 

Return of Faulty Goods

If you receive goods that you believe to be faulty, please report the fault immediately to info@rubyjack.com and we will discuss next steps. Provided this is within 30 days of you receiving your goods, you may return them free of charge for either a full refund or a replacement.

Lifetime Warranty

Faulty goods are covered by our lifetime warranty. Depending on the specific item and your location, we will either repair or replace it free of charge.

For full details of our warranty, including what is or isn't a 'fault', please read here

Please note that items bought in our heavily discounted sample sales are not covered by our lifetime warranty. However, non-subsidised repairs and re-plating can still be arranged.

Conditions

If an item is returned to us under the premise of it having a fault and upon receiving and inspecting the returned item we deem it to have not been properly cared for by you according to our care instructions, or to not contain any faults, then we reserve the right to refuse the refund and/or to deduct from the refund a £40 per item restocking fee and/or the full transit costs associated with the order and return. In this case the full transit costs amount to the price paid by Ruby Jack to the courier for both outbound and return shipments, along with additional import/customs costs that may have occurred, even where these costs have been provided as "free" or "covered" or have been subsidised by Ruby Jack as part of your order. This is only to ensure that Ruby Jack is not left at a loss from a customer not caring for their pieces properly, or not following the proper returns procedure. 

Refund Processing Time

Refunds may take up to 10 business to fully process from the point of us approving the refund. This is due to payment provider procedures and is entirely out of our control.