Refund policy
Return and Refund Policy
Last updated: 16 August 2026
We want you to be happy with what arrives. If something is not right, this page explains exactly what to do and what to expect.
Return window
You may request a return within 14 days of receiving your order.
Items must be unused, unopened and in their original sealed packaging, including any outer box, seal and free gift received with the order.
Items we cannot accept back
- Cosmetics and skincare that have been opened, used, or whose hygiene seal is broken
- Products without their original packaging, or with missing components or gifts
- Items marked "final sale" at the time of purchase
- Gift cards
This restriction exists for hygiene and safety reasons and is standard practice for cosmetic products. It does not affect your statutory rights.
If your item is damaged, faulty or incorrect
This is handled separately and at our cost. Contact us within 7 days of delivery at hello@rubyclaire.shop with your order number and photographs of the item and the outer box.
- We will arrange a full refund or a replacement, whichever you prefer
- Return shipping is paid by us
- In most cases we begin processing before the item is returned
How to start a return
- Email hello@rubyclaire.shop or message us on WhatsApp at +966 55 596 8094 with your order number and the reason for return.
- We reply within one business day and confirm the correct return address. Please do not ship anything back before receiving this confirmation — returns sent to an unconfirmed address may not be recoverable.
- Pack the item securely in its original packaging and send it with a trackable service.
Return shipping costs
- Change of mind: return shipping is paid by you.
- Damaged, faulty or incorrect item: return shipping is paid by us.
Original delivery charges are not refunded where the return is a change of mind.
Refunds
Once your return reaches us it is inspected within 2 business days. Approved refunds are issued to the original payment method and typically appear within 7 to 14 business days, depending on your bank or card issuer.
If a return does not meet the conditions above, we will contact you before taking any action and can return the item to you.
Exchanges
We do not process direct exchanges for change-of-mind returns. Request a refund and place a new order — this is faster. Replacements for damaged or incorrect items are handled as described above.
Cancelling an order
Orders can be cancelled free of charge before they are dispatched. Contact us as soon as possible. Once an order has left our warehouse it must be handled as a return.
Contact
Renovia Care Company
King Fahd Branch Road, Al Olaya District, Riyadh 12331, Kingdom of Saudi Arabia
hello@rubyclaire.shop · +966 55 596 8094
Sunday to Thursday, 09:00–18:00 (AST)
