Exchanges & Returns

If for whatever reason you are not 100% satisfied with your RubyVR order, we want to make it right for you! If you are unhappy with your RubyVR product, you can return your item within 30 days for a refund or exchange.

How to Return an Item 

  1. Contact our Customer Service Team to request a return. You must make this request within 30 days of receiving the shipment.
  2. Be sure to specify the reason for the return request in your message and indicate any preference for an exchange or refund.
  3. Cost of shipping a returned item will be at the expense of the buyer. The returned goods must include a copy of the receipt, your e-mail address, shipping address and phone number. 

    Returning/Exchanging Damaged Items 

    In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer service team. In many cases, action (in the form of replacement or refund) can be taken as soon as substantiation of the claim has been provided by the customer.

    If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to RubyVR for inspection before a determination can be made as to the state of the product.

    If you have requested a refund, be advised that returning funds usually take 7-21 days to appear in the account used to make the purchase (depending on the processing speed of the bank that issued the funds).

    Who covers the return shipping cost?  

    Cost of shipping a returned item will be at the expense of the buyer. The returned goods must include the following:
    • copy of the receipt
    • your e-mail address
    • shipping address
    • phone number

    RubyVR will provide a prepaid return shipping label in cases where items have arrived in damaged condition or are confirmed by a RubyVR representative to be defective. Please contact our Customer Service Team to initiate the process in such cases. For all other cases, return shipping costs are the responsibility of the customer.