Refund policy
Your rights to return the goods to us will not apply in the following circumstances:
- Any products that we have made, personalised or customised specifically for you
- Where, in our opinion, you have not taken reasonable care of goods whilst in your possession.
- If you have made a spelling mistake on your order and it has been sent for production.
If you return an item because of an error on our part, or because it is defective, we will happily replace the item and refund any costs incurred in returning it to us. The item(s) must be returned in the condition in which you received it within 14 days of delivery. We cannot be responsible for returns that are lost in transit. We recommend sending the packages by recorded/special delivery. By the very individual nature of personalised products, they cannot be re-sold, and therefore we cannot accept returns if you have a change of mind. You should contact us by email at shopify@ruthkay.co.uk as soon as possible but no later than 14 days from receipt of the product. The item must be returned within 30 days of delivery.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
This returns policy does not affect your statutory rights
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right..
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopify@ruthkay.co.uk.