Refund Policy
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This Refund Policy is about money: when Rubytee refunds you, how much comes back, where it goes and how quickly it is processed. The practical steps for sending a shirt back are in our Returns & Exchanges Policy. In short, every product can be returned within 60 days of delivery, and once a refund is approved we process it to your original payment method within 7 calendar days.
Refunds at a glance
- Processing time: within 7 calendar days of approval.
- Where it goes: back to the payment method you used, or store credit if you prefer.
- Eligibility window: 60 days from delivery, every product.
- Full refund, shipping included: flawed, damaged, wrong or lost items, and orders cancelled before they ship.
- Fees: no restocking, handling or refund processing fees.
1. What “approved” means
The 7-day clock starts when your refund is approved. Approval happens at one of three moments, depending on your situation:
- Returned shirts: when your return has arrived and been inspected. Inspection takes place within 2 business days of arrival.
- Photo claims: when we have reviewed your photos of a flawed, damaged or incorrect shirt and confirmed the claim. No return is usually needed.
- Cancellations and lost parcels: when we confirm the cancellation in writing, or when a carrier investigation confirms a parcel is lost or remains unresolved after 5 business days.
We email you as soon as a refund is approved, and again when it has been processed, with the amount and the payment reference.
2. Situations that qualify for a refund
2.1 The shirt arrived flawed, damaged or not as described
Examples include a misprinted or cracked design, a hole or loose seam, a stain present on arrival, or a shirt that is clearly different from the product page, such as another color, a different neckline or a size that does not match its label. Send your order number and photos. You receive a full refund of the item and any shipping charged, or a free replacement if you prefer. You usually keep the shirt.
2.2 We sent the wrong design, size or color
Send a photo of what you received, including the size label. We ship the correct shirt free of charge, or refund you in full. If we need the wrong shirt back, we send a prepaid label.
2.3 Your parcel was lost
If tracking has not moved for 7 business days, or the parcel is 7 business days past its latest estimate, contact us. If the carrier confirms the loss, or cannot resolve the case within 5 business days, you receive a full refund or a free replacement, whichever you choose.
2.4 You changed your mind, or the fit is not right
Return any unworn, unwashed shirt within 60 days of delivery and we refund the price of the item. You pay the postage to send it back. Because Rubytee shipping is free, there is no original shipping charge to deduct. If you would rather have a different size or color, an exchange is often faster than a refund and a new order.
2.5 You cancelled before shipping
If we confirm your cancellation before the parcel is handed to the carrier, you receive everything you paid. See Cancel or Change an Order for how to request it.
2.6 We cancelled your order
If we ever have to cancel an order, for example because a design or size is unavailable or a payment cannot be verified, we tell you by email and refund the full amount within 7 calendar days.
3. How much is refunded
| Situation | Item price | Shipping you paid | Return postage | Do you send it back? |
|---|---|---|---|---|
| Flawed, damaged or not as described | Refunded in full | Refunded | Free | Usually not |
| Wrong design, size or color sent | Refunded in full | Refunded | Free (prepaid label) | Only if we ask |
| Lost parcel | Refunded in full | Refunded | Not applicable | No |
| Change of mind or wrong fit | Refunded in full | Nothing to refund (free shipping) | Paid by you | Yes, unworn |
| Cancelled before shipping | Refunded in full | Refunded | Not applicable | No |
| Cancelled by Rubytee | Refunded in full | Refunded | Not applicable | No |
Import duties or taxes charged by your country’s customs authority on an international delivery are collected by that authority, not by Rubytee, so we cannot refund them directly. Many customs services offer their own refund process for returned goods; we are happy to provide an invoice or proof of return to support your claim.
4. Where the money goes
- Refunds go back to the same payment method you used at checkout.
- If you prefer, we can issue store credit instead. Store credit is available immediately and does not expire while the store operates.
- For gift orders, refunds go to the person who paid, unless they ask us to give store credit to the recipient.
- Refunds are made in US dollars, the currency of your order. If your card is in another currency, your bank converts the amount, and exchange rates can make the figure on your statement differ slightly from the original charge. Rubytee does not charge any fee to process a refund.
5. How long until you see it
We process every approved refund within 7 calendar days of approval, and usually much sooner. Once we have sent it, your payment provider adds it to your account; most show it within a few business days, though some banks take longer to display a credit on a statement. If you cannot see your refund 7 calendar days after our confirmation email, write to us. We will send you the transaction reference and follow up with the payment provider until the money arrives.
6. Partial refunds
We only offer a partial refund in one situation: a change-of-mind return that comes back worn, washed, stained or damaged after delivery. We will always email you first with photos, the proposed amount and the reason. If you do not accept, we send the shirt back to you instead, and you are not charged for that return postage.
7. Refunds and exchanges compared
Choosing between a refund and an exchange? An exchange keeps you in the same design: you send the shirt back and we post the new size or color at our cost. A refund returns your money, and you can then place a new order. If the issue is fit, the exchange is usually faster, because we can ship the replacement as soon as your return is scanned by the carrier for flawed items, or as soon as it arrives for change-of-mind swaps.
8. Payment disputes and chargebacks
If something looks wrong with a charge, please contact us before opening a dispute with your bank. Most issues, such as a duplicate charge or a missing refund, can be fixed by email the same day. If we find a duplicate charge, we refund it within 7 calendar days. Contacting us first does not affect any rights you have with your bank or card issuer.
9. Store credit
Store credit issued for a return is added to your order as a code or applied by our team on your next purchase, whichever you prefer. It can be used on any product and combined with free shipping. If you later decide you would rather have the money, ask us within 60 days of the original delivery and we will convert unused store credit back to a refund.
10. Your consumer rights
This policy adds to your statutory rights; it does not replace them. Customers in Australia and New Zealand also benefit from the consumer guarantees under their national consumer laws, and if those laws give you a stronger remedy, that remedy applies.
11. A refund, step by step
To show how the pieces fit together, here are three typical refunds from start to finish.
A shirt that did not fit
Jordan orders a Large long sleeve tee for a brother who usually wears Large but, it turns out, prefers a looser fit. The shirt is delivered on June 10. On June 20 Jordan emails us asking for a refund rather than an exchange. We reply within 1 business day with the return address. Jordan posts the shirt, unworn, with tracking on June 22. It arrives on June 28, we inspect it on June 29 and approve the refund the same day, and the refund for the item price is processed to Jordan’s card well within 7 calendar days of that approval. Jordan paid the return postage; there was no shipping charge to refund because shipping was free.
A print with a flaw
Priya receives a graphic tee and notices a smudge across one letter of the design. She emails two photos the same evening. The next business day we approve her claim. She chooses a refund instead of a replacement, so we process the full amount within 7 calendar days of approval and tell her she does not need to send anything back.
A parcel that never arrived
A parcel to Brisbane stops updating in transit. After 7 business days without movement, the customer contacts us and we open a carrier investigation. The carrier cannot locate the parcel within 5 business days, so we approve a full refund and process it within 7 calendar days. If the customer had preferred, we would have sent a replacement instead.
12. What we need from you
Refunds move fastest when we have everything at the start. Please include your order number, the email address used at checkout, the shirt or shirts concerned, and the reason for the refund. For flawed or wrong items, add photos taken in good light: one of the whole shirt and one close-up of the problem, plus the size label if the size is in question. For lost parcels, confirm the delivery address so we can check it against the carrier’s records. You never need to send us payment details to receive a refund; it always goes back automatically to the original payment method or to store credit if you ask for it.
13. Questions customers ask about refunds
Can I get a refund on a shirt I have already washed?
Yes, if the shirt has a flaw, was damaged in transit or is not what you ordered; sometimes a problem only appears in the first wash. For change-of-mind returns we ask for unworn, unwashed shirts, and a washed shirt may qualify only for a partial refund, which we always agree with you first.
Do I get a refund if I return one shirt from a multi-shirt order?
Yes. Each shirt is refunded individually at the price you paid for it. The rest of your order is not affected.
Will my refund include the discount I used?
We refund the amount you actually paid for the item. If a discount was spread across several shirts, the refund for one returned shirt reflects its share of that discount.
What if my card has expired or been replaced?
Refunds to a closed or replaced card are normally redirected by your bank to your new card or account. If your bank cannot do this, let us know and we will issue store credit or work out another way to return your money.
14. Contact us about a refund
Email support@rubytee.com or submit a ticket with your order number. We reply within 1 business day. Related pages: Returns & Exchanges, Shipping & Delivery and Payment Methods.