Refund policy
Returns & Refunds Policy
EU Right of Withdrawal If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your item, without giving any reason. Because we want to go further than the legal minimum, we offer all customers a 30-day return window for eligible products (see below).
To exercise your right of withdrawal, initiate a return from your account Orders page or contact us at info@ruby-reese.ie. The withdrawal period expires 14 days after the day you (or someone you nominate) receives the last item in your order. If the deadline falls on a weekend or public holiday, it extends to the next working day.
Once you exercise your right of withdrawal, we will refund all payments received from you, including standard delivery costs, within 14 days of receiving your returned goods. Refunds are made to your original payment method. If you return an item that shows signs of handling beyond what is necessary to assess its nature and function, we reserve the right to deduct an amount reflecting the diminished value.
30-Day Returns (All Customers) You have 30 days after receiving your item to request a return, subject to the eligibility conditions below.
To start a return, log in to your account and go to your Orders page, or contact us at info@ruby-reese.ie. If your return is accepted, we'll send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.
Damages and Issues Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exceptions / Non-Returnable Items The following items are not eligible for return or withdrawal:
- Nutritional supplements and food products with a best before date — these are perishable goods and are exempt from the EU right of withdrawal
- Grooming and personal care products (such as the Mimosa Blossom range) that have been unsealed — these are exempt from the EU right of withdrawal on hygiene grounds once opened
- Digital products, including the Dog Nutrition Course and any downloadable materials, once access has been granted
- Custom or personalised products
- Sale items and gift cards
- Hazardous materials, flammable liquids, or gases
If you have questions about a specific product, contact us at info@ruby-reese.ie.
Exchanges The fastest way to get what you want is to return the item and, once the return is accepted, make a separate purchase for the new item.
Refunds We'll notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method. Please allow some time for your bank or card provider to process and post the refund.
