Refund policy

Last updated: 17 August 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.

Change of Mind

Due to the personal and hygienic nature of skincare products, we do not generally accept returns or exchanges for change of mind.

This includes situations where you have ordered the wrong product, no longer want the product, or the product does not suit your personal preference.

At our discretion, we may accept a change-of-mind return where the product is completely unopened, unused, undamaged, has all seals intact and remains in its original saleable packaging.

Any approved change-of-mind return must be requested within 14 days of delivery. Return shipping costs are the responsibility of the customer and original shipping charges are non-refundable.

Please contact us before returning any product. Products returned without prior authorisation may not be accepted.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

Opened or Used Products

For hygiene and safety reasons, we cannot accept change-of-mind returns of products that have been opened, used, tested or had their protective seal or packaging removed or broken.

Individual skin types, sensitivities and preferences vary. A product not being suitable for your personal preference or skin, by itself, does not necessarily mean that the product is faulty.

This does not exclude or limit your rights where a product fails to meet a consumer guarantee under the Australian Consumer Law.

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 ask you to provide your order number, photographs of the product, packaging and shipping parcel, and any 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 can vary from person to person.

We recommend reviewing the ingredient list before use and following any directions and cautions provided with the product. Where directed, 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, this policy does not exclude any rights or remedies available to you under the Australian 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 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 and in its original saleable condition.

We do not accept partial change-of-mind returns of individual products from a ritual, set or bundle.

Where an individual product within a set is faulty, damaged or otherwise fails to meet a consumer guarantee, we will provide the remedy required by applicable law.

Sale and Promotional Items

Sale, discounted and promotional items are not eligible for change-of-mind returns unless we expressly agree otherwise.

This does not affect your rights under the Australian Consumer Law where an item is faulty or otherwise fails to meet a 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 the terms of this policy and applicable consumer law.

Exchanges

We do not offer direct exchanges for change-of-mind purchases.

If a discretionary return is approved, you may place a new order for your preferred product once the return has been processed.

Your rights in relation to faulty or non-compliant products remain unaffected.

Returning an Approved Item

Do not send products back to us without first contacting our team.

If a return is approved, we will provide you with the appropriate return instructions and return address.

Unless the return relates to a product for which we are responsible under applicable consumer law, the customer is responsible for return postage and for ensuring the returned parcel reaches us safely.

We recommend using a tracked shipping service. We are not responsible for change-of-mind returns that are lost or damaged while being returned to us.

Refunds

Once an authorised return has been received, we will inspect the returned product and notify you of the outcome.

Where a refund is approved, it will generally be issued to the original payment method. Please allow up to 10 business days after we process the refund for it to appear, depending on your bank or payment provider.

Shipping charges are not refundable for change-of-mind returns.

Where Australian Consumer Law requires shipping, delivery or other reasonable 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.

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify 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.

Contact Us

For return, refund or order enquiries, please contact:

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.