At Ruby Road, we take pride in offering high-quality, ethically sourced jewelry and crystals. If you are not completely satisfied with your purchase, we are happy to assist with returns and exchanges under the following guidelines:

Returns

• We accept returns on eligible items within 14 days of delivery.
• Items must be unused, unworn, and in their original condition with all tags and packaging intact.
• Customers are responsible for return shipping costs unless the item is defective or an incorrect item was received.
• Refunds will be issued in the original payment method once the item is inspected and approved.
• Only online returns can be returned by mail, all items purchased in-store must be returned to the store. 

Non-Returnable Products 

• Custom or personalized pieces
• Items marked as final sale
• Gift cards

How to Initiate a Return

• Click the profile icon in the store's menu, or go to the refund policy or a returns page found at the bottom of the page, and then request a return.
• Log in to your account: In the "Email" field, enter your email address, and then click "Continue". In your email account, open the email sent from our store and copy the six-digit verification code included in the email. Go back to the online store, and then enter a six-digit verification code.
• Click "Request return" for the order that you want to submit the return for.
• If your order has more than one item, then select the items that you want to return.
• Select a return reason and add a note for the store.
• Click "Request return" for the order that you want to submit the return for.
• If your order has more than one item, then select the items that you want to return.
• Click "Request return".
• If your return request is approved, you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund. 
• We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exchanges

• Exchanges are accepted within 14 days of delivery for a different item or store credit.
• The product must be unused, unworn, and in original condition with all packaging.
• If exchanging for an item of higher value, the price difference must be paid.
• For an exchange, please contact us at support@rubyroadgems.com. Please note, we can not process exchanges through the return portal. 

Damaged, Incorrect, or Missing Products Policy

Damaged Products

• We take every precaution to ensure your order arrives safely and securely. However, we cannot guarantee its condition once it leaves our store. If your order appears to have been damaged in transit, please contact us via email at support@rubyroadgems.com with a clear picture of the item(s) in question from multiple angles, if possible.
• Many of our products are fragile both physically and energetically, and we assure you that each item is wrapped and padded with the utmost care before shipping. We will assess damages individually and work to provide a return or refund accordingly.

Missing or Incorrect Product 

• We take great care when packing your order, but in rare cases, an item may be missing or incorrect. If this happens, please let us know, and we will send the missing or correct product to you right away.

Missing Package Policy

• Please ensure the shipping address is entered correctly, as we are not responsible for non-delivery due to an incorrect address. If an order is returned due to an incorrect address, we will contact you to determine the best resolution.
•  If you do not receive an Order Shipped notification or notice that your package is not moving between shipping points, please contact us with your order number immediately at support@rubyroadgems.com.
• You will receive an email notification with tracking information once your order is fulfilled. While we take every precaution to ensure your order arrives safely, we cannot guarantee the reliability of third-party carriers. If your order appears to be lost in transit, we will work with you to determine the best course of action and file a missing mail claim. Once that process is completed, we will proceed with the next steps, such as a replacement or refund.

For any questions, feel free to reach out to us at support@rubyroadgems.com. Thank you for supporting Ruby Road!