Refund policy

Returns Policy
Thank you for shopping with Rock and Ruby Travel. We hope you love your purchase, but if you're not completely satisfied, we're here to help.

  1. Changed Your Mind (Standard Returns)
    If you change your mind about your purchase, you have the right to cancel your order within 14 days of the day after you receive your item.
    To exercise your right to cancel, please contact us within this 14-day period. Once you have notified us, you have a further 14 days to return the item.
    Returned items should be:
    Unused and in a resaleable condition.
    Returned with their original packaging where possible.
    Unless the item is faulty or incorrect, you are responsible for the cost of returning the item. We recommend using a tracked postal service, as we cannot be held responsible for items lost in transit when being returned to us.
  2.  Faulty, Damaged or Incorrect Items
    Please inspect your order as soon as it arrives.
    If your item is faulty, damaged, or you have received the wrong item, please contact us as soon as possible by emailing rockandrubytravel@hotmail.com with your order number and, where possible, photographs showing the fault or damage.
    Please do not return faulty items without contacting us first, as we may be able to resolve the issue quickly and provide return instructions.
    If the item is confirmed to be faulty, damaged or incorrect, we will cover the cost of the return by providing a prepaid return label or reimbursing your reasonable return postage costs.
    If a fault is reported within 30 days of delivery, you may be entitled to a full refund. Your rights under the Consumer Rights Act 2015 continue beyond this period where applicable.
    3. Refunds
    Once we have received and inspected your returned item, we will process your refund within 14 days.
    Refunds will be made using the original payment method used for the purchase.
    If you are returning an item because you have changed your mind, we will also refund the original standard delivery charge paid when the order was placed. If you selected an enhanced or express delivery service, we will refund the cost of standard delivery only, as required by UK law.
    4. Your Statutory Rights
    Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.