At Ruby Pepper, we want you to love your purchase. If something is not quite right, please read our policy below to understand how to request a return, refund or exchange.
This policy applies to purchases made through our online store. It should be read alongside your statutory consumer rights under UK law.
Change-of-Mind Returns
If you purchase an item online and decide it is not right for you, you may cancel your order in accordance with your statutory cancellation rights.
You must notify us of your decision to cancel within 14 days beginning the day after you receive your goods. You will then have a further 14 days from the date you notify us to return the items.
To request a return, please email customercare@rubypepper.co.uk, quoting your order number and confirming which item or items you wish to return.
As a gesture of goodwill, Ruby Pepper may offer an extended return period where expressly advertised or agreed with you. Any additional return period will be subject to the applicable terms provided at the time.
Conditions for Change-of-Mind Returns
Please take reasonable care of your items while deciding whether to keep them.
Where possible, please return items:
- In their original condition, unworn and unused
- With their original packaging
- With proof of purchase or your order number
You may handle an item to the extent reasonably necessary to establish its nature, characteristics and functioning, as you would in a shop. If an item has been handled beyond what is necessary and its value has diminished, we may be entitled to make a deduction in accordance with applicable law.
For change-of-mind returns, you will normally be responsible for the cost of returning the goods. The original standard delivery charge will be refunded where required by law. Any additional charge you paid for an upgraded delivery service will not normally be refunded beyond the standard delivery cost.
Earrings, Ear Cuffs and Hygiene-Sensitive Products
For hygiene reasons we cannot accept earrings as a return or exchange unless faulty.
In the unlikely event that an order arrives and it is faulty, please contact us to arrange a return.
Faulty, Damaged or Incorrect Items
We want every order to arrive in good condition and match what you purchased.
Please check your order upon delivery and contact us as soon as reasonably possible if an item arrives damaged, appears faulty or is different from the item you ordered.
Email customercare@rubypepper.co.uk and include:
- Your order number, invoice number or other reasonable proof of purchase.
- A description of the problem.
- Clear photographs of the item and any visible damage, where possible.
- Details of whether the item is damaged, faulty or incorrect.
We may request further information or ask you to return the item for inspection. We will provide return instructions where appropriate.
We aim to respond to customer service enquiries within one working day, Monday to Friday, excluding UK public and bank holidays. This is a target response time rather than a restriction on your legal rights.
Important: You do not lose your statutory rights because you did not report a problem within 24 hours of delivery. Please contact us promptly so that we can assist you.
Your Legal Rights for Faulty Goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose and as described.
Depending on the circumstances and when the problem arises, you may be entitled to a refund or replacement.
Where you have a legal right to reject faulty goods, we will honour that right. Nothing in this policy restricts or excludes any consumer rights that cannot lawfully be restricted or excluded.
Returning an Item
Once you have contacted us, we will explain the appropriate return procedure and provide the return address where necessary.
Unless we agree otherwise, please:
- Follow the return instructions provided by our customer service team.
- Include your order number and contact details inside the parcel.
- Package the item securely to help prevent damage during transit.
- Retain your proof of postage and any tracking information.
For change-of-mind returns, please send the item back within the applicable return period.
For faulty, damaged or incorrect goods, we will explain the return arrangements appropriate to your circumstances and statutory rights.
We recommend using a tracked delivery service through Royal Mail.
Refunds
Once your item/s have been received and assessed, we will contact you to confirm the outcome.
If a refund has been agreed, we will refund back to you, using your original payment method.
For statutory online cancellation returns, refunds will be processed within the applicable legal timeframe. We may, where permitted by law, withhold a refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.
Your bank or payment provider may take additional time to display the funds in your account.
Any refund for faulty goods will be handled in accordance with your statutory rights.
Exchanges and Replacements
If you would like a different style, colour or size, please contact us to discuss the available options.
For a change-of-mind exchange, we may ask you to return the original item and place a new order. If the replacement costs more than the original purchase, you will be responsible for the price difference and any applicable delivery charges disclosed to you before the exchange is agreed.
If an item is faulty or damaged, we will assess the appropriate remedy in accordance with your statutory rights. Where a replacement is agreed or required, we will explain the process and any applicable delivery arrangements.
If you need an alternative item urgently, placing a new order may be the quickest option. However, this does not affect your right to receive any refund or other remedy to which you are entitled for the original purchase.
Thank you for shopping with Ruby Pepper.