Refund policy

Terms and conditions, refunds and returns.

We hope you love your purchase. However, if you are not completely satisfied with your ready-to-wear clothing or shoes, you may return your item within 14 days of receiving your order.

To be eligible for a refund or exchange, items must:

Be unworn, unwashed and unused.
Be returned in their original condition with all tags and packaging.
Be accompanied by proof of purchase.

Customers are responsible for the cost of returning unwanted items.

Any faults or damage must be reported within 7 days of receiving your order.

The following items are non-refundable unless faulty:

Handmade items.
Made-to-order items.
Pre-order items.
Personalised items.
Ruby's Bowtique Collection items made to your chosen size or colour.

These items are made or ordered specifically for you and therefore cannot be cancelled, returned or exchanged once production has begun.

Pre-Orders

A pre-order allows you to purchase an item before it arrives in stock.

By placing a pre-order, you understand that:

Delivery times are estimated and may vary due to supplier or manufacturing delays.
Handmade and made-to-order items cannot be refunded or cancelled once your order has been placed.
If you choose to pay by payment plan and cancel before paying in full, any money already paid will be non-refundable.

Payment Plans

Customers using the PAYMENTPLAN option agree to our separate Payment Plan Terms & Conditions.

As your items are ordered or reserved especially for you, all payments made towards your order are non-refundable should you cancel or fail to complete your payment plan.

Payment Plan Information

We offer a manual payment plan for customers who use the code PAYMENTPLAN at checkout and pay an 30% upfront payment.

Once your initial payment has been made, your items will either be ordered from our supplier or reserved exclusively for you. For this reason, all payments made towards your order, including the initial 30% are non-refundable.

The remaining balance must be paid within 8 weeks via bank transfer or PayPal.

If the balance is not paid within the 8-week period, or you decide to cancel your order:

Your order will be cancelled.
Any payments already made will not be refunded.
Your items will be released and made available for other customers to purchase.

Orders will only be dispatched once the balance has been paid in full.

Please note:

Once your payment plan has been set up, sizes and items cannot be changed.
As these items are ordered or reserved specifically for you, returns or exchanges will not be accepted unless the item is faulty.

By selecting the PAYMENTPLAN option, you confirm that you understand and accept these terms before placing your order.

Product Images & Colours

We make every effort to display our products as accurately as possible.

However, colours may vary depending on your device, screen settings and lighting conditions. Because of this, we cannot guarantee that colours shown on your screen will exactly match the product received.

How to Return an Item

Please email sales@rubysbowtique.co.uk before returning your order, quoting your order number and the reason for your return.

Returns should be sent to:

Ruby's Bowtique
9 Barnfield Court
Fareham
PO14 1NF

Chargebacks & Fraud Prevention

At Ruby's Bowtique, we pride ourselves on providing excellent customer service and will always do our best to resolve any issues quickly and fairly.

If you have a problem with your order, we kindly ask that you contact us first so we have the opportunity to put things right before raising a payment dispute or chargeback with your bank or payment provider.

Chargebacks

If a chargeback is raised without first attempting to resolve the matter with us, we reserve the right to dispute the claim.

Where appropriate, we may provide evidence including (but not limited to):

Order confirmations.
Proof of payment.
Tracking information and delivery confirmation.
Email and social media correspondence.
Photographs.
Our published Terms & Conditions.
Any other evidence relevant to the transaction.

Where a chargeback is found to be fraudulent or unjustified, we reserve the right to recover any losses, fees and costs incurred as a result of the dispute.

Fraud Prevention

To protect both our customers and our business, all orders are subject to fraud prevention checks.

We reserve the right to:

Cancel any order we believe to be fraudulent.
Request additional information to verify an order before dispatch.
Refuse future orders where fraudulent activity, abuse of our policies, or repeated unreasonable claims have occurred.

Abuse of Returns & Refund Policies

We reserve the right to refuse returns, exchanges or future orders where we believe our policies are being deliberately abused.

Examples include, but are not limited to:

Repeated false claims.
Returning worn or used items.
Raising chargebacks after receiving goods.
Attempting to obtain refunds while keeping products.

These measures are in place to protect our small business while ensuring genuine customers continue to receive the highest level of service.

I would also recommend adding a final section called "Acceptance of Terms" at the end of your website. It strengthens your position in disputes:

Acceptance of Terms

By placing an order with Ruby's Bowtique, you confirm that you have read, understood and accepted these Terms & Conditions, including our Returns Policy, Shipping Policy, Payment Plan Terms and Chargeback Policy.

These terms do not affect your statutory rights under UK consumer law.

Privacy Policy

Your privacy is extremely important to us.

Ruby's Bowtique will never sell, share or pass your personal information to any third party unless required by law or for the purpose of processing your order.

Your information is used only to fulfil your purchase and provide customer service.

Copyright

All website content, including photographs, logos, graphics, product descriptions, designs and branding, remains the exclusive property of Ruby's Bowtique.

No part of this website may be copied, reproduced, distributed or used without our prior written permission.