Shipping policy

Status of this Policy and Relationship with the Terms 

This Returns, Refunds, Cancellations & Order Changes Policy (this "Returns & Refunds Policy") explains how you can cancel or change orders, return Products and obtain refunds when you purchase Products from us through the Website. It should be read together with our Rhubaia - Website Terms and Conditions (the "Terms") and our Privacy Policy. 

This Policy applies only to purchases of products made directly from Rhubaia through the Website. It excludes virtual items and digital products (such as virtual skins, virtual clothing, gift cards, and gift vouchers). This Policy does not apply to purchases made through third-party platforms, marketplaces, or retail partners. These entities have their own policies, so please contact them directly in those cases. 

This Returns & Refunds Policy forms part of, and is incorporated by reference into, the Terms. Capitalised terms used but not defined in this Returns & Refunds Policy have the meanings given to them in the Terms. When you place an order on the Website, you agree that this Returns & Refunds Policy will apply to that order in addition to the Terms. 

In the event of any inconsistency or conflict between this Policy and Clause 8 (Returns, Refunds and Cancellations) of the Terms, this Policy will govern in relation to cancellations, order changes, returns and refunds, subject always to any non-waivable rights you may have under applicable law. 

Nothing in this Policy is intended to exclude or limit any non-waivable rights or remedies you may have under applicable consumer protection laws in your place of residence (for example, any statutory rights relating to defective or non-conforming Products, or any mandatory cooling-off or withdrawal rights where they apply). Where such rights provide you with more favourable protections than this Policy, those rights will prevail. 

Scope and Overview of Your Options 

This Returns & Refunds Policy covers the main situations in which you may wish to cancel or change an order, return Products or request a refund, including where: 

you change your mind about an eligible Product and wish to return it (a change-of-mind return); 

a Product arrives damaged, defective or not as described in your order; 

you receive the wrong item, the wrong size or an incomplete order; 

you wish to cancel an order before it has been processed or dispatched; or 

you wish to request changes to an order (for example, to update your delivery address, change sizes or swap Products), where this is still operationally possible. 

This Policy applies to both: 

Physical Products, such as apparel, accessories and other tangible items; and 

Digital-only Products, such as styling guides, digital skins or other digital items made available for download or access, in each case as offered for sale on the Website from time to time. Different rules may apply to physical and digital Products, as explained in later sections of this Policy. 

Some categories of Products may be excluded from change-of-mind returns or may be subject to more limited return rights for hygiene, safety or other legitimate reasons (for example, certain intimate apparel, pierced jewellery, final sale items or custom/personalised Products), as described in this Policy and/or on the relevant Product page at the time of purchase. This does not affect your rights in relation to defective or non-conforming Products under applicable law. 

Your rights under this Policy operate in addition to any mandatory consumer protection rights that apply in your place of residence. In particular, if you live in a country whose laws give you specific statutory cancellation/withdrawal or return rights (for example, a legal cooling-off period for distance purchases), those rights will apply in addition to, and where more favourable will prevail over, the contractual options described in this Policy. 

Nothing in this Policy affects any remedies you may have under the Terms where we fail to deliver Products, deliver the wrong Products, or otherwise fail to perform our obligations under the Contract, including any rights to a repair, replacement, price reduction, refund or compensation to the extent required by applicable law. 

Change-of-Mind Returns - Physical Products 

Contractual option (in addition to your legal rights). We offer a change-of-mind return option for certain eligible physical Products purchased directly through the Website. This is in addition to any mandatory rights you have under applicable law. All product return charges must be borne by the customer. This includes, but is not limited to, shipping costs, customs duties, and any other costs that may arise when shipping the product back to Rhubaia. 

Return window. Unless we state a longer period on the Product page or at checkout, you must request a change-of-mind return within 15 days of the date the Product is delivered to you (as confirmed by the carrier's tracking). If items in your order arrive on different days, the 15-day period applies separately to each item starting from its specific delivery date. 

Condition of items. To be eligible for a change-of-mind refund, the Product must be: 

unused and unworn (other than trying on for fit indoors); 

unwashed and free from stains, odours, pet hair or damage; and 

returned with all original tags, hygiene seals and accessories intact, in original or equivalent protective packaging. 

Items that are not returnable for change of mind. Unless required by law, the following are generally not eligible for change-of-mind returns: 

Intimate or hygiene-sensitive items (e.g., underwear, swimwear, earrings, and pierced jewellery) if the hygiene seal has been broken or removed; 

Items marked as "Final Sale," "Non-Returnable," or similar clearance designations; 

personalised, customised or made-to-order Products; 

Rhubaia gift cards, vouchers, store credits or other value instruments; and 

digital-only Products once download, streaming or access has been enabled, except where applicable law gives you a mandatory right to withdraw. 

Return shipping and what we refund. Unless we clearly say otherwise (or law requires otherwise): 

you are responsible for the cost of shipping change-of-mind returns back to us; and 

we refund the price you paid for the returned Product only, and do not refund original shipping charges or non-recoverable duties, taxes or customs/clearance fees. If we collected estimated duties/taxes on a DDP basis, we will refund them only to the extent we can reasonably recover them from the relevant third parties. 

How to use this option. You must follow our return request and shipping instructions as set out in this Policy and/or in any return authorisation email or portal. Change-of-mind returns requested or sent back outside the applicable return window, or in breach of this Clause 3, may be rejected or refunded only in part, except where applicable law requires a different outcome. 

Exchanges. We do not currently offer direct exchanges through the Website. If you would like a different size, colour or Product, please follow the applicable return process for the original item and place a new order for the replacement. Any price differences between the original and replacement items will apply at the time you place the new order. 

Nothing in this Clause 3 affects your rights where Products are defective, damaged or incorrect, which are addressed separately in this Returns & Refunds Policy and in the Terms. 

Defective, Damaged or Incorrect Physical Products 

If a Product arrives damaged, defective, not as described (except colour or colour shade changes), is the wrong size or item, or if your order is incomplete, please contact us as soon as reasonably practicable. You can email us using the contact details on the Website (including your order number and a brief description) or submit a return request via the Returns & Exchange link in the footer of the Rhubaia website.  

Evidence we may request. To help us assess your request and prevent abuse of our returns process, we may ask you for reasonable supporting evidence, such as clear photos of the Product and packaging and, where available, an unedited “unboxing” video showing the parcel and Product condition when first opened. If you cannot provide a video, we will still consider your request based on other information and evidence, in accordance with applicable law.  

What we will do if your claim is accepted. Where we confirm that a Product is damaged, defective, not as described, incorrect or missing, we will provide an appropriate remedy in line with applicable law. This may include one or more of: 

repairing the Product (where feasible); 

replacing the Product; 

re-shipping missing items; 

providing a price reduction; or 

refunding part or all of the price you paid for the affected Product (and, where required by law, relevant shipping charges and taxes/duties). 

Return shipping for faulty/incorrect items. If we ask you to return a Product that is suspected to be defective, damaged or incorrect, we will either provide a prepaid return label or reimburse reasonable return shipping costs where your claim is accepted, unless applicable law requires a different approach in your country of residence. 

If we do not find a defect. If, after inspection, we reasonably determine that a returned Product is not defective, damaged or incorrect (for example, where wear and tear, misuse or unauthorised alterations are evident), we may return the Product to you and decline or limit any refund or replacement, except where this is not permitted under applicable law. 

Nothing in this Clause 4 limits any statutory rights or remedies you may have under applicable consumer protection laws, including any rights to a repair, replacement, price reduction or refund. 

Digital Products (Styling Guides, Skins and Other Digital Items) 

General rule. Because digital Products (such as styling guides, digital skins or other downloadable/access-based items) are delivered electronically, your ability to cancel or obtain a refund is more limited than for physical Products, especially once access or download has been enabled. 

When you can’t usually change your mind. Unless required by applicable law, you will not be entitled to a change-of-mind refund for a digital Product once: 

download, streaming or access has been enabled; and/or 

you have started using the digital Product, 

Defective or non-conforming digital Products. If a digital Product is faulty, inaccessible, corrupted or not as described, please contact us promptly with your order details and a short description of the issue. Where we confirm a problem, we will provide an appropriate remedy under applicable law, which may include: 

re-supplying or repairing the digital Product; 

providing alternative access; or 

issuing a partial or full refund. 

Technical requirements. Before purchasing, you are responsible for checking any basic compatibility or technical requirements that we specify on the Product page (for example, supported devices, platforms or experiences). We are not responsible if a digital Product does not work on devices, platforms or services that do not meet those stated requirements, except where applicable law provides you with additional rights. 

Your legal rights. Nothing in this Clause 5 limits any mandatory rights you may have under applicable law in relation to digital content, including any statutory withdrawal, repair, replacement, price reduction or refund rights. 

Order Cancellations and Changes Before Dispatch 

If you wish to cancel an order or request a change (for example, to your delivery address, size, colour or Product selection), please contact us as soon as possible using the contact details on the Website, quoting your order number and the change you are requesting. 

We will use reasonable efforts to action cancellations or changes before your order has been processed and dispatched. However, we cannot guarantee that we will be able to stop or amend an order once it has been submitted, particularly if you have already received a shipping or dispatch confirmation. If we are unable to make the requested change or cancel in time, you may still be able to use the return options set out in this Returns & Refunds Policy, subject to the applicable conditions. 

If we successfully cancel your order in full before it is dispatched (or, for digital-only Products, before access or download has been enabled), we will refund the amounts you paid for that order, including Product price and, where applicable, original shipping charges and any duties/taxes we have not yet remitted or cannot reasonably recover. 

If we agree to change your order before dispatch (for example, to swap a Product or size), we will confirm any revised total. You must pay any additional amount due before we process the updated order. If the revised total is lower, we will refund the difference in accordance with this Returns & Refunds Policy. 

Address changes. We will use reasonable efforts to update your delivery address before dispatch, but we cannot guarantee that changes can be made once an order is being prepared or has been handed to the carrier. If a delivery fails or is returned because of incorrect or incomplete address details provided by you, Clause 7.7 of the Terms will apply. 

For digital-only Products, once download, streaming or access has been enabled, cancellations and refunds are governed by Clause 5 of this Returns & Refunds Policy and any mandatory rights you have under applicable law. 

Failed deliveries, refused shipments and uncollected parcels. If a delivery fails, is refused, or a parcel is returned to us because it was not collected from a pickup point within the carrier’s timeframe, the outcomes (for example, cancellation vs re-shipment and any deductions for shipping, return costs or unrecoverable duties/taxes) will be handled in accordance with Clause 7.8 of the Terms. We will not deduct or charge more than the actual costs we incur and will act reasonably, subject always to any non-waivable rights you may have under applicable law. 

How to Request a Return and Send Products Back 

Start with a return request. To start any return under this Returns & Refunds Policy, please contact us using the details on the Website (or any returns portal we make available), quoting your order number and the Product(s) you wish to return and the reason for the return. 

Follow the instructions we give you. We will confirm whether your return appears eligible under this Returns & Refunds Policy and will provide return instructions and, where applicable, a return authorisation or label. You must follow those instructions so that we can locate your order and process your return efficiently. 

Packaging. Unless we tell you otherwise, you should: 

pack the Product securely to prevent damage in transit; and 

include any required documentation or reference (for example, the return authorisation number, if provided). 

If you organise your own shipping. Where you are responsible for arranging and paying for return shipping, you should use a reliable, trackable service and keep proof of posting and tracking details. We are not responsible for returns that are lost or damaged in transit where you arranged the shipment, except where applicable law provides otherwise. 

Inspection on receipt. Once we receive the returned Product, we may inspect it to confirm eligibility under this Returns & Refunds Policy (for example, condition for change-of-mind returns or the nature of any defect). Any refund, repair, replacement or other remedy will be provided in line with this Returns & Refunds Policy, the Terms and any mandatory rights you have under applicable law. 

Refund Processing and Other Important Information 

How refunds are paid and your responsibility for valid payment details. Unless we clearly state otherwise or you agree to an alternative (for example, store credit or a gift card), refunds approved under this Returns & Refunds Policy will be made to the original payment method used for the purchase. Refunds for purchases originally made using a Rhubaia gift card or store credit may, where permitted by law, be issued back as store credit or a new gift card rather than to any other payment method. If that payment method (for example, your card or account) has been changed, suspended, cancelled or is otherwise no longer valid, you must tell us before we process the refund and, where reasonably requested, provide updated details so we can arrange an alternative refund route. Once we have successfully initiated a refund to the payment method you last provided to us or to our payment provider, the refunded amount is no longer under our control and you may need to liaise with your bank or payment provider directly if there are delays, holds or allocation issues, except where applicable law requires us to assist further. 

Timing of refunds. Once we approve a refund, we will process it within a reasonable period. The time for the refunded amount to appear in your account depends on your bank or payment provider and is outside our control. We will provide reasonable confirmation of the refund (for example, by email) and, if requested, any reference we have from our payment provider. 

Currency and fluctuations. Refunds are generally processed in the same currency in which you paid. If your bank or payment provider converts the refund to another currency, any exchange rate differences or fees applied by them are your responsibility, except where applicable law requires otherwise. 

Partial refunds and adjustments. Where this Returns & Refunds Policy allows us to reduce a refund (for example, because a change-of-mind return is not in a re-saleable condition, or because we cannot recover duties/taxes), we will act reasonably, explain the basis of any reduction, and not deduct more than the amount of our actual loss or non-recoverable costs, except where applicable law sets different rules. 

Misuse or abuse of returns. If we reasonably believe that the returns or refunds process is being misused or abused (for example, unusually high return rates with signs of wear, repeated false claims about non-delivery, or fraudulent chargebacks), we may, to the extent permitted by applicable law, limit or refuse future returns, cancel orders or close accounts, in line with the Terms. 

Your mandatory rights. Nothing in this Returns & Refunds Policy limits any mandatory rights or remedies you may have under applicable law (including any rights relating to defective or non-conforming Products, statutory cooling-off/withdrawal rights or mandatory refund rules). Where those rights offer you greater protection than this Returns & Refunds Policy, they will prevail. 

Bundles, promotions and free gifts. Where you purchased Products as part of a promotion or bundle (for example, “buy X get Y”, multi-buy discounts or threshold-based offers) and you only return part of the order, any refund will reflect the discounted price recalculated as if you had only purchased the items you are keeping. If your return means you are no longer eligible for a free gift or other promotional item, we may ask you to return that promotional item as well or, if you prefer to keep it, deduct its stated value (as communicated at the time of the promotion) from your refund. We will act reasonably and will not deduct more than the amount of the discount or the value of the promotional item actually received, subject always to any mandatory rules under applicable law. Where a bundle includes both a physical Product and a digital-only Product (such as a styling guide or digital skin), returning only the physical Product may mean that the associated digital-only Product is disabled or that we deduct its stated value from your refund, as explained at the time of the promotion and subject to applicable law. 

Changes to this Returns & Refunds Policy 

We may update this Returns & Refunds Policy from time to time, for example to reflect changes to our Products, the Website, our logistics setup or applicable laws. When we do so, we will revise the “Last updated” date at the top of this Returns & Refunds Policy and post the updated version on the Website. 

The version of this Returns & Refunds Policy in force at the time you placed your order will generally apply to that order and the resulting Contract, unless we are required by applicable law to apply a different version or we expressly agree otherwise with you. 

Local Law and Non-Waivable Consumer Rights 

Nothing in this Returns & Refunds Policy is intended to exclude or limit any non-waivable rights or remedies you may have under the consumer protection, e-commerce or other mandatory laws of the country where you habitually reside (for example, statutory rights relating to defective or non-conforming Products, mandatory cooling-off or withdrawal rights, or mandatory refund rules). 

Where those mandatory laws give you more favourable rights than this Returns & Refunds Policy, those rights will prevail and we will apply them in place of any conflicting provision in this Returns & Refunds Policy.