Returns & Refunds policy

Returns Policy

At Rubeza, we carefully design and source every piece with quality, craftsmanship, and longevity in mind. We hope you will love your purchase; however, if you are not completely satisfied, our returns policy is outlined below.

Contact Information

Email: info@rubeza.com
Telephone: 0800 955 0028

Small & Medium Homeware Items

(Towels, bath robes, cushions, mirrors, bed linen, and similar home accessories)

If you wish to return an item, please contact us within 14 days of receiving your order.

Return Eligibility

To qualify for a return:

• Items must be unused, unwashed, and in their original condition.
• Original packaging should be retained where possible.
• Returns must be requested within 14 days of delivery.
• Customers are responsible for arranging and covering return shipping costs.
• Please ensure all returned items are packaged securely to avoid damage during transit.

To help us process your return efficiently, please clearly mark your Sales Return Number on the outside of the parcel.

Refunds

Once your return has been received and inspected, your refund will be processed to the original payment method.

Please note:

• Original delivery charges are non-refundable unless the item is faulty, damaged, or supplied incorrectly.
• Refund processing times may vary depending on your payment provider.

Large Furniture & Handmade Items

(Sofas, bathroom vanity units, side tables, and other large handmade furniture)

We understand that choosing furniture online is an important decision. To provide additional peace of mind, we offer a 14-Day Return Period on eligible large items delivered within Mainland UK.

Your 14-Day Return Period

Your return period begins on the day your order is delivered.

If you decide your item is not suitable, you may request a return within 14 days, provided the product:

• has been kept in good condition,
• and remains suitable for resale,
• is not dirty, stained, damaged, ripped, or marked.

To request a return, please email info@rubeza.com within 14 days of delivery using the subject line:

Order Number – Return Request

and include your reason for return.

Return Options

Self-Arranged Return

Customers may arrange their own return courier service. Where items are returned safely and received in suitable resalable condition, a full refund for the returned item(s) will be issued.

Rubeza Collection Service – Flat Fee £99

For customers who prefer us to arrange the return, we offer a collection service for a flat fee of £99 within Mainland UK for sofas, bathroom vanity units, side tables, and other large furniture.

Our collection partner will collect the item from your property on an agreed date. Customers must ensure:

• The item is suitably packaged where reasonably possible and protected against transit damage.
• The furniture is easily accessible for collection.
• The item remains in excellent resalable condition.

Please note:

• The £99 collection fee is non-refundable and will be deducted from your refund.
• Original delivery charges are non-refundable unless the item is faulty, damaged, or supplied incorrectly.
• Collection dates are subject to availability and will be arranged after your return request has been approved.

Important Conditions

We are unable to accept returns for items that:

• are damaged, stained, marked, altered, or mishandled after delivery,
• are returned outside the stated return period,
• or are returned in a non-resalable condition.

Returned products must be packaged appropriately to help prevent transit damage. Where returned items arrive damaged or unsuitable for resale, deductions may be applied to the refund amount.

We reserve the right to refuse returns that do not comply with this policy.

This policy does not affect your statutory rights under UK consumer law.

Faulty or Damaged Items

If your order arrives damaged or develops a manufacturing fault, please contact us as soon as possible with photographs and your order information so we can resolve the matter promptly.

Made-to-Order & Custom Items

Please note that bespoke, customised, or made-to-order items may not be eligible for return unless faulty.

Where applicable, this will be clearly stated on the product page before purchase.

Refund Processing Times

All refunds are issued to the original payment method used at checkout.

Payment Method	Refund Processing	Estimated Arrival
HSBC Debit Card	Up to 3 working days	Same day
Other Debit Cards	Up to 3 working days	Within 3 working days
Credit Cards	Up to 3 working days	2–30 working days
PayPal Account	Up to 3 working days	5–7 working days
PayPal Card	Up to 3 working days	Typically 5–7 working days

Thank you for choosing Rubeza.