Refund and Returns Policy

Last updated: 30/05/2025

At RubyZen.co.uk, we want you to be completely satisfied with your purchase. This Refund Policy (“Policy”) outlines how returns, refunds, and exchanges work for Products purchased through our Website. By placing an Order, you agree to the following terms:

1. Right to Cancel (Cooling-Off Period)

• Under UK consumer law, you have the right to cancel your Order within 14 calendar days of receiving your Product(s), for any reason and without penalty. This is called the “Cooling-Off Period.”

• To exercise this right, you must notify us in writing (e.g., via email) before the 14-day period expires. The notification must clearly state your decision to cancel the Order (e.g., “I hereby give notice that I cancel my contract for the supply of the following goods: [Product Name / Order Number].”).

2. Returns After Cancellation

• Once you have validly notified us of cancellation within the Cooling-Off Period:

  1. You must return the Product(s) to us immediately (no later than 14 calendar days from the date you communicated cancellation).

  2. Product(s) must be returned in their original packaging, with all accessories, user manuals, and documentation. You are responsible for return shipping costs (unless the Product is faulty, damaged, or incorrect).

• We reserve the right to reduce your refund amount if the Product’s value has diminished due to your handling beyond what is necessary to establish its nature, characteristics, and functioning (e.g., scratches, wear, or missing accessories).

3. Processing Your Refund

• Once we receive the returned Product(s) and confirm they are in acceptable condition, we will process your refund within 14 calendar days.

• Refunds will be issued using the same payment method you used for the original Order.

• Delivery charges (if any) are also refundable if the entire Order is canceled. However, if only part of the Order is returned, the original delivery charge is not refundable.

4. Exclusions from the Right to Cancel

You may not cancel or return Products that are:

• Made to your specifications (custom or bespoke electronics).

• Clearly personalized or engraved per your instructions.

• Sealed for health or hygiene reasons (e.g., earbud tips, in-ear audio accessories) and have been unsealed after delivery.

• Clearly marked as non-returnable on the product page.

5. Faulty or Incorrect Products

• Faulty/Defective Items: If a Product you receive is defective, damaged in transit, or not as described, you have the right to a replacement or full refund under the UK Consumer Rights Act 2015.

  1. Notify us within 30 days of delivery, providing your Order number, a description of the issue, and, if possible, photos or videos.

  2. We will arrange a pre-paid return (or collect the item if it is of high value) and, once confirmed faulty, send you a replacement at no extra cost or refund the full purchase price (including original delivery charges).

• Incorrect Items: If we send you the wrong Product, please notify us within 7 days of receipt. We will arrange a free return and either ship the correct Product or refund your payment (including shipping).

6. Exchanges

• If you wish to exchange an item for a different model, colour, or specification, please follow our standard return procedure (as above) and place a new Order for the desired item. Once we receive and inspect the returned Product, we will issue a refund. You may then purchase the replacement item separately.

7. How to Return an Item

1. Email our Customer Support team at support@rubyzen.co.uk with your Order number and reason for return.

2. We will send you a return authorisation and instructions (including a pre-paid return label if eligible).

3. Pack the Product securely in its original packaging with all accessories and documentation.

4. Ship the package back to us within 14 days of authorisation.

5. Once we receive and inspect your return, we will notify you by email about the status of your refund or replacement.

8. Partial Refunds

• In some cases, partial refunds may be granted (e.g., if a Product shows signs of wear, is missing parts, or is not in original condition). The amount will depend on the extent of the damage or missing components, and we will communicate the reduction before processing any refund.

9. Digital Products & Downloads

• For software components, firmware, or digital downloads sold on our Website, you do not have a right to cancel once the download has been initiated and full access provided, unless the digital content is faulty or not as described.

10. Refund Timeline

• Refunds (excluding the original shipping fee) will be processed within 14 calendar days of receiving the returned Product. It may take an additional 3–5 business days for your bank or credit card issuer to post the refund.

11. Contact Information

If you have any questions about returning an item or these Refund Terms, please contact us:
RubyZen
Email: support@rubyzen.co.uk