Refund policy

RETURNS
We unfortunately are unable to accept change of mind on any order due to the nature of our items. We do not accept exchanges or cancellations on items. However please do contact us if you have any problems with your order and we will work alongside you to rectify.

We do accept returns on items that are defective and faulty only, and only if in accordance with the ACCC guidelines and consumer rights.

We ask you to first make contact with us in regards to your product issue. Defect of items are to be notified within 48 hours of receipt of item from date stamped received by Australia Post.

We do ask that when you make contact with a fault to send as much information and photos to us to assess. This is asked to be done so we can look at providing feedback, and offer to repair or replace.

This assessment and feedback will be provided to you within 5 business days once the information is received to ensure your query is completed in a timely manner.
If your item is deemed to be a fault and not misuse etc the item is to be returned back to us within 7 business days after being informed to do so. The item is to be returned in a tracked postage option with signature at the purchasers expense (this will be refunded to you once item is received for repair or replacement) . All items must have included all the original packaging and other than the deemed fault the item must be in original condition. A refund will not be issued if any of the original packaging is missing or any other part of the item is not as original condition apart from the outlined fault communicated via email. This is to ensure we can best offer a repair or replacement.

We are unable to take responsibility for lost items returned to us. We will always respond to receipt of faulty returned item. Thus the importance of a tracked and signed for parcel.
From this point the item, once received safely, and in the original condition it was sent in, will be reassessed by us in person.
If grated and deemed refundable, the item price minus original postage and transaction fees, can be returned to you in the method in which original purchase was made. If it is deemed repairable/replaceable we will make this offer to you also.

Exchanges (if applicable)
We only replace items if they are defective or damaged in accordance with the ACCC regulations of being not fit for purpose or faulty. If you need to exchange it for the same item, send us an email at rubybabydesigns@hotmail.com to engage with us in regards to a possible exchange of in stock items. Custom orders do not fall under an exchangeable item. If the item is no longer available we will of course come to a mutual agreement on a replacement pleasing to everyone.

Cancellations of a CUSTOM MADE ORDER -
All of our CUSTOM MADE ITEMS INCLUDING Memories in Threads are all made to order - therefore there is NO CANCELLATION of your order in most cases.
If we haven't started your order to cut stage/purchasing of fabrics / trims / settings etc you will receive 50% back of your payment price, however anytime after cutting and purchasing specific items for your order there is NO REFUND ON CANCELLATIONS. This is due to the extensive time and resources and fabrics etc already gone into the order.

All of our custom made items are photographed prior to postage, this allows one final viewing of your item PRE - POSTAGE - we ask that you review these in detail and therefore this gives us APPROVAL and ACCEPTANCE of the order. Should you find that there is something incorrect or missing on your order after client APPROVAL via styled images once received, we cannot be held responsible for this. However we will work alongside you to rectify at client cost including P&H if you ever so desire.

Please note there is no refunds / exchanges or replacement of orders where customer is at fault with details sent within the listing / custom listing / invoice, or spelling errors at checkout. We can accommodate changes where possible at the cost of the client.

For more information on your consumer rights, please pop on over at
https://www.accc.gov.au