Returns & Refunds

Returns & Refunds Policy

We hope that you are happy with your purchase but if that's not the case, unused products in their original condition, as they were sold can be returned for a refund within 30 days of receipt.

Starting Your Return

Get in touch with our support team to begin the return process. Simply explain why you'd like to return your item, and we'll email you a Return Reference Number (RTN) to track your return.

Once you have your RTN, we'll coordinate a collection time that works for you. Make sure to print your RTN email and place it inside the package along with all original packaging materials before sending it back.

When your return arrives at our facility, our team will carefully examine it for any damage, missing components, or signs of use. Please note that the condition of the returned item may impact your final refund amount.

Following our inspection, we'll reach out to you with the results. Any approved refunds will be processed and sent to your account within 5-10 working days.

Received a Damaged or Faulty Product?

While uncommon, if your product arrives damaged or defective, please email our support team immediately with photos showing the issue. Our customer service specialists will work quickly to resolve the problem.

For other product concerns, our Help centre online has solutions to common issues, or you can reach out to our support team directly for assistance.

Warranty Service

If your product requires warranty repair, we'll issue you a claim reference number. Before returning your item, ensure you have suitable packaging and follow our instructions to safely remove any fuel if applicable.

Our technicians will thoroughly inspect and test your product upon arrival. Valid warranty claims will result in repair or replacement at no cost to you. Should your claim not meet warranty criteria after testing, we'll discuss your options with you. Any chargeable repairs require your approval before we proceed.

What We Need for Returns

Your product must meet these requirements for return:

  • Unused and in original condition as sold
  • All original packaging intact
  • All accessories, manuals, and components included
  • Returned within 30 days of receipt

Who Pays for Shipping?

Return shipping is the customer's responsibility in most cases. However, if we've made an error, RUBY TOOLS will cover all shipping expenses.

Please note: We cannot accept freight collect shipments.

Get in Touch

Have questions about our returns process? Contact our support team via the contact form on our website and we'll be happy to help.