Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of the 30-day change-of-mind period below. To make a claim under the consumer guarantees, contact us at info@rubyvaughan.com with your order number and photos of the issue.

The Australian Consumer Law does not require us to accept returns simply because you've changed your mind. As a courtesy, we offer a 30-day change-of-mind return period from the date you receive your order, under the conditions set out in this policy.

A change-of-mind return is accepted when the following conditions are met:
⦁ The item is in its original condition: unworn, unwashed, undamaged.
⦁ All original tags are intact and attached to the item.
⦁ The original packaging is included where possible.
⦁ The return is requested within 30 days of delivery.
Items that cannot be returned for change of mind:
Lingerie, underwear, hosiery, bodysuits and swimwear (once the hygiene sticker or seal has been removed), as well as personal care items. These exclusions do not apply where an item is faulty.

To ensure your return is handled quickly and correctly, you must contact us before sending anything back.
1. Email info@rubyvaughan.com with the subject line "Return request" and include: your order number, the items concerned, the reason for the return and, if applicable, a photo of the item (for faults).
2. Our customer care team will review your request within 1 to 3 business days and email you the instructions and the return address to use.
3. You send the item(s) to the address we provide using a tracked service.
4. Once the item has been received and checked, we process your refund.
Important: never send an item back without contacting us first and receiving the official return address. Parcels sent without prior agreement cannot be processed.

For change-of-mind returns, return postage is paid by the customer. We recommend using a tracked and insured service: parcels lost or damaged in transit remain the sender's responsibility until they reach us.
If the item is faulty, damaged or not what you ordered, we cover the reasonable cost of returning it, in line with the Australian Consumer Law.

Once the return has been received and checked, we process your refund within a maximum of 14 days, to the same payment method used for the purchase, unless you expressly agree to another method.
What we refund:
⦁ The purchase price of the returned items.
What we don't refund on change-of-mind returns:
⦁ The return postage cost (paid by the customer).
For faulty or incorrect items, we refund the full amount paid, including any return postage you've incurred.

If you receive a faulty, damaged or incorrect item, contact us as soon as possible at info@rubyvaughan.com with clear photos of the fault and the packaging. We treat these cases as a priority and, depending on the situation, will offer a replacement, repair or full refund.
Where a fault amounts to a major failure under the Australian Consumer Law, you may choose between a replacement and a refund. For minor failures, we may choose to repair or replace the item, or refund you, within a reasonable time.

We work with a largely automated system: orders are processed shortly after confirmation. If your order has already been dispatched, a simple cancellation is no longer possible. You can let us know you'd like to return it and send the item back after delivery, following the procedure above.

A return is only possible after the parcel has been received and accepted by the customer. Refusing delivery, not collecting the parcel from the pick-up point, or having it returned by the carrier does not count as a return and does not entitle you to a refund.
Parcels returned to sender for these reasons can be re-shipped on request; the additional shipping costs are borne by the customer.

For any question about a return or refund, contact us at info@rubyvaughan.com. Our customer care team usually replies within 24 business hours.