Refund policy

Refund and Return Policy

Last updated: September 24, 2026

Ruby Rebel is operated by Gains Promotion, a company registered in the Netherlands under company number 91920248. We want you to love what you ordered. If something isn't right, this policy explains how returns, exchanges, and refunds work.

Returns at a Glance

  • Returns and exchanges can be requested within 30 days of delivery.

  • All returns must be approved by us before they are sent.

  • Items must be unworn, unused, unwashed, and returned in their original condition with tags attached.

  • Customers are responsible for return shipping costs for standard returns and exchanges.

  • If an item arrives damaged, defective, or incorrect, we cover the applicable return costs.

  • We do not charge restocking fees.

  • Approved refunds are issued to the original payment method.

  • Please do not send returns to our registered business address unless we specifically instruct you to do so.

Return Window

You have 30 days from the date your order is delivered to request a return or exchange.

To be eligible for a return, your item must be:

  • Unused, unworn, and unwashed

  • In the same condition in which you received it

  • In its original packaging with all tags attached

  • Accompanied by proof of purchase, such as your order number or confirmation email

Items showing signs of wear, washing, makeup, deodorant, perfume, alterations, or damage caused after delivery may not be accepted.

Non-Returnable Items

Unless they arrive damaged, defective, or incorrect, items marked as Final Sale at the time of purchase cannot be returned.

For hygiene reasons, certain products may also be non-returnable where clearly stated on the applicable product page or at checkout.

Your statutory rights for damaged, defective, or incorrectly supplied products are not affected.

How to Start a Return

Step 1 — Request approval

Start your return or exchange through our Returns & Exchanges page or email us at contact@ruby-rebel.com with your order number, the item(s) you would like to return, and the reason for your return.

Step 2 — Receive return instructions

We aim to respond within 24–48 hours. If your return is approved, we will provide the applicable return instructions and return address.

Step 3 — Pack your return

Pack the item securely in its original packaging with all applicable tags attached.

Step 4 — Send your return

Your return must be sent within 14 days of receiving our return instructions. We strongly recommend using a tracked shipping service and keeping your tracking information until your return and refund have been completed.

Returns sent without prior approval or to an address other than the return address provided by Ruby Rebel may not be accepted or processed.

Return Address

Approved returns must be sent to the return address provided in your return instructions.

Do not send returns to our registered business address in the Netherlands unless we specifically instruct you to do so. Our registered business address is not automatically our returns processing location.

Because the correct return location may depend on your order, please wait for our return instructions before shipping anything back.

Return Shipping Costs

For standard returns, including change-of-mind returns, incorrect sizing, or exchanges, customers are responsible for the cost of returning the item.

We do not charge any restocking fees.

If you receive an item that is damaged, defective, or incorrect, please contact us before returning it. Once the issue has been verified, we will provide the appropriate return instructions and cover the applicable return shipping costs.

International Returns, Customs, and Duties

Depending on the return location provided for your order, your return may need to be shipped internationally.

Where customs documentation is required, customers are responsible for completing it accurately and following the carrier's instructions. Where applicable, the parcel should be identified as returned merchandise or returned goods.

For standard returns, any return shipping charges, customs charges, taxes, or carrier handling fees associated with sending the item back are the customer's responsibility.

This does not apply where the return is the result of an item arriving damaged, defective, or incorrect and Ruby Rebel has agreed to cover the return.

We strongly recommend using tracked shipping. Ruby Rebel cannot be responsible for return parcels lost in transit before they reach the designated return location.

Inspection and Refunds

Once your return has been delivered to the designated return location, we aim to inspect it within 3 business days.

We will notify you by email once your return has been inspected and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account after we have processed it.

Ruby Rebel does not charge restocking fees.

Our standard shipping is free, so there is no original standard shipping charge to deduct from your refund.

Promotional Orders

If your order was purchased using a multi-item promotion, bundle offer, Buy 2 Get 1 Free offer, or similar promotion, returning part of the order may affect the promotional discount originally received.

For Buy 2 Get 1 Free promotions, the free item is treated as the lowest-priced eligible item in the promotion.

If, after a partial return, the items you keep no longer meet the original promotional requirements, your refund may be recalculated based on the regular price of the items you keep. Any resulting difference may be deducted from the refund amount.

Any promotion-specific conditions shown at the time of purchase will also apply.

Exchanges

You can request an exchange for another available size or colour within 30 days of delivery.

Exchanges are subject to stock availability and must be approved before an item is returned.

For standard exchanges, customers are responsible for the cost of sending the original item back to the designated return location.

If the requested replacement is no longer available, we will offer a refund to your original payment method instead.

If an exchange is required because we sent you a damaged, defective, or incorrect item, we will cover the applicable costs.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible at contact@ruby-rebel.com with:

  • Your order number

  • A description of the issue

  • Clear photos showing the problem

We will review the issue and provide appropriate instructions.

If the item is confirmed to be damaged, defective, or incorrect, we will cover the applicable return costs and provide either a replacement or a full refund, depending on the circumstances and your preference where possible.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it:

  1. Check your bank or payment account again.

  2. Contact your card issuer or payment provider, as processing times can vary.

  3. Contact your bank, as there may be additional processing time before the refund appears.

If you have completed these steps and still have not received your refund, contact us at contact@ruby-rebel.com.

Contact Us

If you have questions about a return, exchange, or refund, please contact us:

Email: contact@ruby-rebel.com
Phone: +1 (945) 393-5862

Customer Care Hours (ET)
Monday–Friday: 9:00 AM–6:00 PM
Saturday–Sunday: 10:00 AM–4:00 PM

We aim to respond to inquiries within 24–48 hours.

Store: Ruby Rebel
Business Name: Gains Promotion
Company Number: 91920248
Registered Business Address:
2e Pauwenlandstraat 30
7413 ZC Deventer
Netherlands

Ruby Rebel is operated by Gains Promotion, a company registered in the Netherlands.