Returns & Repairs
Change of Mind
We accept returns for ‘Non-Personalised’ items in their original, unworn condition within 14 days of delivery.
All returns will be valid for an online store credit (excluding original shipping costs) and the customer will be responsible for all charges incurred in return postage.
If you would like to return a ‘Non-Personalised’ item within the above terms, please reach out to our team at info@deerruby.com.au for further information.
Unfortunately we can not accept returns on ‘Personalised’ items for change of mind so please choose carefully.
Faulty Products + Manufacturing Warranty
At Deer Ruby, we offer a 60 day manufacturing warranty from your delivery date on all items.
This manufacturing warranty covers faulty clasps, faulty links in chain and tarnishing (not caused by external factors).
In the rare case that breakage occurs due to a manufacturing fault within the first 60 days of delivery, Deer Ruby will happily repair the item free of charge.
The customer will be responsible for all associated return postage costs.
If you feel your product is faulty, please reach out to our team directly at info@deerruby.com.au.
You must include photos of the item and your order number. If you dispose of the product, we will be unable to assess your claim.
Please note: a product is considered faulty if there is a breakage or physical fault with the product - not because the product does not meet your expectations.
Deer Ruby cannot be held responsible for items lost or delayed when being returned. Please note the original shipping charges are not refundable.
Repairs
If your item is NOT covered under our Manufacturing Warranty or exceeds the 60 day from delivery time frame, Deer Ruby will happily repair your item at your expense.
It is the responsibility of the customer to cover the associated postage costs and to safely return the item to Deer Ruby.
All repairs incur a $90 repairs fee plus $9.95 postage fee.
Please reach out to our team directly at info@deerruby.com.au with your repair request. We will then provide you with further information on repairing your item.
Please note: additional letters can only be added to blank spaces on your current item.
Deer Ruby cannot be held responsible for items lost or delayed when being returned. Please note the original shipping charges are not refundable.
Incorrect Products
It is important to us that you receive your parcel as quickly as possible and in good condition.
If you have received an incorrect product, please reach out to our team directly at info@deerruby.com.au within 48 hours of the parcel delivery.
Please include photos of the item you received and your order number.