Refund policy
Last updated: 26 October 2026
We want you to love your Seoul by Ruby products. If something isn’t right with your order, please contact us at support@seoulbyruby.com and our team will be happy to help.
Pre-Orders
Products marked as Pre-Order are purchased and paid for in advance before they are available for immediate dispatch.
When you place a pre-order, payment is taken at checkout and your order is confirmed and allocated against our incoming stock.
By placing a pre-order, you acknowledge that the product is not available for immediate dispatch and agree to the estimated dispatch timeframe displayed on the product page and/or at checkout.
Pre-orders are final for change-of-mind purposes. Once a pre-order has been placed and payment has been received, it cannot be cancelled or refunded simply because you change your mind, your circumstances change or you no longer wish to wait within the stated estimated dispatch timeframe.
Estimated pre-order dispatch dates are provided in good faith but may occasionally change due to manufacturing, international freight, customs or other circumstances outside our reasonable control.
If there is a material change to the expected dispatch timeframe, we will contact affected customers with the revised estimate and explain the options available under applicable law. A pre-order does not require you to accept an indefinite delay or remove any statutory cancellation or refund right.
Nothing in this section excludes or restricts any right to a cancellation, refund, replacement or other remedy that you may have under the Australian Consumer Law or other applicable law.
Change of Mind
Due to the personal and hygienic nature of skincare products, we do not generally accept returns for change of mind.
This includes situations where you:
ordered the wrong product;
no longer want the product;
changed your mind after purchasing; or
decide that the product does not suit your personal preference.
At our discretion, we may accept a change-of-mind return for a non-pre-order product where it is completely unopened, unused, undamaged, has all seals intact and remains in its original saleable packaging.
Any request must be made within 14 days of delivery.
Where we approve a discretionary change-of-mind return, we may provide store credit rather than a cash refund, unless otherwise agreed or required by applicable law.
Return shipping costs are the responsibility of the customer and original shipping charges are non-refundable for change-of-mind returns.
Please contact us before returning any product. Products returned without prior authorisation may not be accepted.
Nothing in this section limits your statutory consumer rights.
Opened or Used Products
For hygiene and safety reasons, we do not accept change-of-mind returns for skincare or personal care products that have been:
opened;
used or tested;
partially consumed;
damaged after delivery; or
had a protective or hygiene seal removed or broken.
Individual skin types, sensitivities and preferences vary. A product not being suitable for your personal preference or skin does not, by itself, mean that the product is faulty.
This does not affect your rights where a product fails to meet an applicable consumer guarantee.
Damaged, Faulty or Incorrect Orders
Please inspect your order when it arrives.
If you believe an item is damaged, defective, faulty or different from what you ordered, contact support@seoulbyruby.com as soon as reasonably possible.
To help us assess the issue, we may request:
your order number;
photographs of the product;
photographs of the product packaging;
photographs of the shipping parcel; and
other information reasonably required to investigate the issue.
Please retain the affected product and its packaging until we have reviewed your request, as we may require the product to be returned.
Where a product fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.
Reactions and Sensitivities
Skincare results and individual sensitivities vary from person to person.
We recommend reviewing the full ingredient list before using a product and following all directions and cautions provided with it.
Where appropriate, patch test before first use and discontinue use if irritation occurs.
An individual sensitivity, preference or reaction does not automatically establish that a product is faulty.
However, nothing in this policy excludes any rights or remedies available to you under applicable consumer law.
If you have concerns about a product you have received, please contact us so we can review the circumstances.
Rituals, Sets and Bundles
Products purchased as part of a Seoul by Ruby ritual, set, bundle or promotional offer are sold together at the applicable bundled or promotional price.
Where we approve a discretionary change-of-mind return for a ritual, set or bundle, the complete set must be returned, unopened, unused, with all seals intact and in its original saleable condition.
We do not accept partial change-of-mind returns of individual products purchased as part of a ritual, set or bundle.
Where an individual product within a set is faulty, damaged or otherwise fails to meet an applicable consumer guarantee, we will provide the remedy required by law.
Sale and Promotional Items
Sale, discounted and promotional items are not eligible for change-of-mind returns unless we expressly agree otherwise.
This includes products purchased using promotional discounts or as part of special promotional offers where stated.
This does not affect any rights you may have where an item is faulty or otherwise fails to meet an applicable consumer guarantee.
Gifts and Gift Cards
Gift cards are not refundable or redeemable for cash except where required by law.
Products received as gifts remain subject to this policy and applicable consumer law.
Exchanges
We do not offer direct exchanges for change-of-mind purchases.
Where we approve an eligible discretionary return, we may issue store credit, which can be used towards a new order.
This does not affect your rights in relation to faulty, damaged, incorrect or otherwise non-compliant products.
Returning an Approved Item
Do not return a product to us without first contacting our team.
If a return is approved, we will provide the appropriate return instructions and return address.
Unless the return relates to an issue for which Seoul by Ruby is responsible under applicable consumer law, the customer is responsible for return postage and ensuring that the returned parcel reaches us safely.
We recommend using a tracked shipping service.
We are not responsible for discretionary change-of-mind returns that are lost or damaged while being returned to us.
Store Credit and Refunds
Where an eligible discretionary change-of-mind return is approved, the return will generally be provided as Seoul by Ruby store credit rather than a refund to the original payment method.
Original shipping charges are not refundable for change-of-mind returns.
Where a refund is required under applicable consumer law, it will be issued using the original payment method or another method as permitted by law.
Once we process an approved refund, please allow up to 10 business days for the funds to appear, depending on your bank or payment provider.
Where applicable consumer law requires reasonable shipping, delivery or return costs to be reimbursed, we will comply with those requirements.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Our policies regarding pre-orders, change of mind, store credit, sale products and opened products do not override these statutory rights.
Nothing in this Returns & Refunds Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where there is any inconsistency between this policy and your rights under applicable law, your statutory rights will apply.
EU Right of Withdrawal
If you are an eligible consumer located in the European Union, you may have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, subject to applicable exceptions.
This right may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been removed after delivery. This may apply to certain skincare and personal care products.
Where the statutory right of withdrawal applies, you must notify us within the applicable withdrawal period at support@seoulbyruby.com.
You will then be provided with return instructions.
Where required by applicable law, we will reimburse eligible payments, including the applicable standard delivery cost. We may withhold reimbursement until the goods have been returned or you provide evidence that they have been sent back, as permitted by law.
Nothing in our Pre-Order section removes a statutory EU withdrawal right where that right legally applies.
Further information is available in our EU Right of Withdrawal Policy.
Contact Us
For return, refund or order enquiries, please contact:
SEOUL BY RUBY PTY LTD
Trading as Seoul by Ruby
Email: support@seoulbyruby.com
Please include your order number and a brief description of your enquiry so our team can assist you as quickly as possible.
Your consumer guarantee remedies
For a major failure, you can choose a refund or replacement. For a minor failure, we will provide the remedy required by the Australian Consumer Law within a reasonable time. You may also be entitled to compensation for reasonably foreseeable loss or damage.
The 14-day request period, original packaging, unopened condition, prior return authorisation and store-credit terms apply only to discretionary change-of-mind returns. They do not impose a deadline or condition on your statutory rights. We may reasonably request proof of purchase and assess the product.
Where a product has a confirmed fault, we will meet reasonable return costs as required by law. Contact us for return instructions; do not post leaking or unsafe goods without guidance.