Refund policy

5.2 Refund Policy

Last updated: 13 July 2026

At Cole & Ruby Melbourne, we do everything we can to keep our customers satisfied. Still, it may happen that you wish to return a product. Below we explain our refund policy clearly. We're happy to think along with you — if in doubt, always contact us first at helpdeks.webshop@gmail.com.

Australian Consumer Law: This Refund Policy is in addition to your rights under the Australian Consumer Law (ACL — Schedule 2 of the Competition and Consumer Act 2010), which provides statutory consumer guarantees that cannot be excluded. Where a product has a major failure, you may be entitled to a refund, replacement or repair regardless of the terms below.

1. How we work
Cole & Ruby Melbourne operates a direct-from-supplier model. To reduce waste and our CO₂ footprint, we do not hold large stock ourselves: items are shipped directly from our supplier (located in China). This means return shipments also need to be sent to our supplier's return address in China.

2. Timeframe and registration

  • You can register a return within 14 days of receiving the item, via helpdeks.webshop@gmail.com.
  • A return can only be registered after you have physically received the item.
  • Always include your order number and a valid reason for the return when registering.
  • Once approved, we will provide you with our supplier's return address.

3. Conditions

  • A valid reason for the return is always required.
  • Items must be unused, unwashed, undamaged and in original condition, with all tags and labels still attached.
  • Trying on is fine, wearing is not.
  • Sale items cannot be returned without a valid reason.
  • Deliberately ordering multiple sizes with the intention of returning (some of) them is not permitted.
  • Certain items are excluded from return for hygiene reasons (such as underwear, swimwear and jewellery), unless unopened and unused.

4. Return costs and process

  • Return costs are entirely at the customer's expense, including international shipping and any customs costs.
  • The item must be returned to our supplier's return address in China.
  • The customer is responsible for shipping, costs, and tracking the return shipment.
  • We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.

5. Customer-friendly alternative
Because international returns can be costly and time-consuming, we're happy to work with you to find a suitable alternative solution (such as a partial refund or discount), agreed by email. Please always contact us first at helpdeks.webshop@gmail.com before sending anything back.

6. Defective, incorrect or damaged item
If something is wrong with your order — for example the size, fit or quality — send us an email within 14 days of receipt with clear photos and a description of the issue. Without photos and a description, we cannot process your claim and there is no entitlement to a return or refund. With this information, we will look for a suitable solution as quickly as possible.

7. Refunds
A refund can only be issued after the item has been received and approved at the return address in China. Once approved, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.

8. Cancellations
It is not permitted to cancel an order after it has been placed and is being processed. No refund or chargeback can be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at helpdeks.webshop@gmail.com instead of directly initiating a chargeback or refund.

9. Liability

  • We are not responsible for lost parcels if tracking shows the item was delivered to the address provided by the customer.
  • An incorrectly provided address is the customer's responsibility.
  • Address errors must be reported within 24 hours of ordering, via helpdeks.webshop@gmail.com.