Refund & Return Policy
1. Return Eligibility
We want you to be completely satisfied with your purchase. Due to the nature of food and beverage products, we can only accept returns under the following conditions:
- Items must be unopened and in their original packaging
- Returns must be initiated within 30 days of receipt
- Products must not be expired or damaged by customer mishandling
- Custom or personalized items cannot be returned unless defective
Important: Opened tea products cannot be returned for health and safety reasons.
2. How to Initiate a Return
To start a return, please follow these steps:
- Contact our support team at support@rubyjar.net with your order number
- Provide the reason for return and any relevant photos if applicable
- Wait for return authorization and instructions
- Package items securely in original packaging
- Ship the items back using the provided return label
3. Refund Process
- Processing Time: Refunds are processed within 3-5 business days after we receive your returned items
- Refund Method: Refunds will be issued to the original payment method
- Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error
- Return Shipping: Customers are responsible for return shipping costs unless the item was damaged or incorrect
4. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us immediately at support@rubyjar.net with:
- Your order number
- Photos of the damaged or incorrect item
- Description of the issue
We will provide a prepaid return label and either send a replacement or issue a full refund, including original shipping costs.
5. Exchanges
We do not currently offer direct exchanges. If you would like a different product, please return your original item following our return process and place a new order for the desired item.
6. Non-Returnable Items
The following items cannot be returned:
- Opened tea products or food items
- Items damaged by customer misuse
- Items returned without proper authorization
- Items returned after 30-day window
7. Contact Us
For any questions about returns or refunds, please contact our customer service team:
Response Time: Within 24 hours during business days
Email: support@rubyjar.net