Refund policy

Returns & Refunds Policy

OVERVIEW

This Returns & Refunds Policy applies to all purchases made through the Ruby and Bonnie website.

By placing an order, you agree to this policy, subject always to any mandatory consumer rights that apply in your country of residence.

SECTION 1 – DIGITAL PRODUCTS

All sales of digital products are final.

This includes, without limitation:

  • downloadable files
  • printable packs
  • activity packs
  • colouring books
  • reward charts
  • digital bundles
  • any content supplied electronically

Once a digital product has been purchased, accessed, delivered, or made available for download, it is non-returnable and non-refundable, except where required by law.

By purchasing a digital product, you agree that:

  • digital content is supplied immediately;
  • performance begins immediately upon purchase or access;
  • any right to cancel is waived once access or download begins, where permitted by law.

Refunds will not be provided for:

  • accidental purchases
  • change of mind
  • failure to read the description
  • lack of compatible device, software, printer, or internet access
  • colour variations due to screens or printers
  • user error in downloading, printing, or using files
  • dissatisfaction based on personal preference

If a file is corrupted, incomplete, or technically defective, we may, at our discretion:

  • provide a replacement; or
  • assist with re-delivery

This does not create any obligation to issue a refund unless required by law.

SECTION 2 – PHYSICAL PRODUCTS

Physical products may be eligible for return only as outlined below and subject to applicable law.

A. Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, you must contact us within 30 days of delivery and provide:

  • your order number
  • a description of the issue
  • clear photographs of the product and problem

If your claim is accepted, we may, at our discretion:

  • replace the item
  • resend the item
  • issue a refund where replacement is not possible

We reserve the right to refuse claims that are:

  • unsupported
  • fraudulent
  • abusive
  • submitted outside the required timeframe

B. Change of Mind

Returns for change of mind are not accepted unless required by applicable law.

Where law provides a cancellation or return right:

  • you must notify us within the required timeframe
  • items must be unused and in original condition and packaging
  • return shipping is your responsibility unless required otherwise
  • items must be returned using tracked delivery
  • proof of postage must be retained

Refunds will only be processed once the returned item is received and inspected, unless required by law.

C. Non-Returnable Items

To the extent permitted by law, the following are not eligible for return:

  • items damaged through misuse or normal wear
  • items not in original condition
  • items returned without required notice
  • items returned without tracking where required
  • personalised or custom-made goods

SECTION 3 – SHIPPING COSTS

Original shipping charges are non-refundable unless required by law.

Return shipping costs, customs duties, taxes, and any related fees are the customer’s responsibility unless the item is faulty or required otherwise by law.

SECTION 4 – DELIVERY ISSUES

Delivery delays do not constitute a lost package.

If tracking shows delivery but the item is not received, you must:

  • check the delivery address
  • check with neighbours or reception
  • contact the carrier

We may assist, but we do not guarantee refunds where delivery is confirmed, unless required by law.

SECTION 5 – REFUSED OR UNCOLLECTED ORDERS

If an order is refused, unclaimed, or returned due to:

  • incorrect address
  • failure to pay duties or taxes
  • failure to collect

We may deduct any associated costs (including shipping, return, or handling fees) from any refund, where permitted by law.

SECTION 6 – CHARGEBACKS

You agree to contact us first to resolve any issue before initiating a chargeback.

We reserve the right to dispute chargebacks using all available evidence, including:

  • order records
  • delivery tracking
  • download logs
  • IP data
  • correspondence

Fraudulent or abusive chargebacks may be pursued.

SECTION 7 – STATUTORY RIGHTS

Nothing in this policy removes or limits any consumer rights that cannot be excluded under applicable law.