Returns & Refunds policy – RUBEZA

Returns & Refunds policy

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Returns & Refunds policy

Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.

If you are unhappy with your purchase, please contact us within 14 days to email us please returns@rubeza.com ,if you need more information mail us , Our advisors are happy to help: returns@rubeza.com or 08009550028

Alternatively, write to us at...

RUBEZA - Customer Care, Unit 3A, Albion Works , Moor St , Brierley Hill , West Midlands Dy53sz 

Can I cancel my order?

Yes, as long as the item's not been dispatched. Just Contact Us

and we'll cancel it and give you a full refund. It's as easy as that. Cancellations made after we've sent your item(s) will need to be made at the time of delivery – just refuse the delivery, or contact us within 14 days. Once you've notified us, we'll let you know how to return it, or arrange for a collection. Once it gets back to us, you'll receive a full refund (including your initial delivery charge, but minus any return or collection costs).

Made To Order Cancellations

With our Custom made RUBEZA products, your 14 days to cancel starts from the date you place your order. Each Custom RUBEZA piece is bespoke, so if you cancel after 14 days, you'll still be charged the full price. This doesn't affect your statutory legal rights.

What if I don't like what I ordered?

Don't feel like it's Rubeza for you? Just Contact Us or send a email please returns@rubeza.com within 14 days of receiving your order, and we'll let you know how to return it, or arrange for a collection. Once it gets back to us, we'll refund you (including your initial delivery charge, but minus any return or collection costs).

What if the item's damaged when it arrives, or I was sent the wrong item?

It's important that you inspect your order on delivery, because we'll ask you to sign a form confirming that it's in good condition. If you're not happy, let our delivery service know, or note this on the form and Contact Us

Our quality team checks your furniture to make sure it's up to the very best standards before we send it to you. But if we've missed something or sent you the wrong thing, just Contact Us within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item, or arrange for a collection. We'll either give you a full refund, arrange for a repair, or order you a replacement.


So that we can collect it, the product needs to be disassembled and repackaged.  

How much do returns cost?

If you need to return an item because it's faulty, or because of something we've done wrong, we won't charge you for the return/collection. But if you're returning an item because you've changed your mind, you'll need to pay the cost noted below.

If you return your whole order, we'll give you a full refund, including what you paid for delivery, minus the returns or collection fee.

If you only return some of your order, we'll refund for those items and their delivery, minus the returns or collection fee.

           

   Return                        /                collection cost

      < £50                                              £5

£50 -£149.99                                       £10
£150 -  £249.99                                   £20
     > £400                                            £50

 

Non-Refundable Item's

- Bespoke or Personalised Goods Are Non-Refundable.

- Gift Card's

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Reporting a damage problem

Once your order has been unwrapped in your home and there are signs of transit damage, a member of our delivery team will liaise with you to sort out the problem whenever possible.

If you have any questions or complaints about the product, please contact us. You can telephone our customer service team on 0800 9550028 or write to us by either clicking here or by post at RUBEZA , UNIT 3A ALBION WORKS BRIERLEY HILL MOOR ST , DY53SZ or email support@rubeza.com

How the process works

If the furniture is usable, despite the damage, we're happy for you to go ahead and use it.

Our delivery team will be note in our delivery system damaged and they will ask you to sign it and you write simply “ damaged “ and sign it.

If it’s repairable ; One of our technicians will contact you and arrange to visit and repair the problem to manufacturing standards, generally within 14 days. If he or she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible.In the event that a repair cannot be made, we will replace the furniture, or give you a full refund.

If not repairable ;  Depends a situations our one of representatives might be offer sum of money for this fault or item will replaced as as soon as we can. If Item’s arrived damaged and if you wouldn’t want replacement we will give you a full refund.

As a customer, it’s your legal right to receive either a repair, replacement or refund for products that are faulty depending on how long you have had them for. We'll offer resolutions based on the timelines outlined in the consumer legislation in force at the time of purchase.   

For purchases made after October 2015 the Consumer Rights Act 2015 applies. In addition to your statutory rights we also give you rights under our warranty.

If your item arrived damaged , Up to 30 days from delivery, as a customer, you are entitled to reject the goods and have a full refund, however, we will work with you to investigate other options if you would prefer, for example, a repair or replacement which may be a faster and more effective solution.

Goods that are deemed faulty revert to the ownership of RUBEZA , and must be in our possession before any money is refunded.

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 How soon will I get my refund ?

  • Once your return is received , we will send you an email to notify you that we have received your returned item.
  • When we received your item , then your refund will be processed, and a credit will automatically be applied original method of payment, within 10 business days.

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 Late or missing refunds (if applicable)

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at support@rubeza.com

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