Refund policy
RETURNS & EXCHANGE POLICY
(for purchases made from our online store — www.rubyfresh.co.nz / rubyfreshwetsuits.com)
You have 30 days from the purchase date to contact us to arrange refund or exchange, provided your items are like new, unused and in saleable condition including original wrapping. For items received back within 30 days after delivery, we will exchange if they are the wrong size, defective or somehow arrive damaged. If you no longer want the item because you have changed your mind this is not a reason for refund or exchange. We cannot accept returns on wetsuits damaged in the process of trying them on.
After the 30 day period, we will repair items with manufacturing defects. If it is not a manufacturing defect we will offer a solution to you because we want you to be a happy customer.
If you have any fitting issues with your new Ruby Fresh wetsuit, please follow our fitting guide.
If you wish to return your purchase because you find that the suit does not fit, please contact us. The size chart does not tell the whole story when trying to decide what suit size you are. Maybe you fall between sizes and you picked the wrong one. It may be the way you put it on or it may not be what your expectations were, but if the suit genuinely doesn't fit, we will do our best to replace or refund your wetsuit. Every wetsuit brand is slightly different in its cut and it’s possible a Ruby Fresh wetsuit may not fit your body type. It’s like Levi’s or Wrangler … you know the one that fits you best. Ruby Fresh is a new brand in the open water swim space. We really need every customer to be a happy customer. We will do our best. However, we are only able to accept returns for UNUSED (not swum in) wetsuits in their original package. Please make sure the wetsuit hasn't been used.
Goggles: We are happy to provide a full refund within 30 days of delivery, provided that the goggles are returned unused, in their original undamaged packaging and in saleable condition. For items received back we will exchange if they are defective or somehow arrive to you damaged. If you no longer want the item because you have changed your mind this is not a reason for refund or exchange.
If you find that they leak, unfortunately not every face is compatible with every pair of goggles. Leaky goggles is often a function of how you put the goggles on. To get a better fit, you may find the goggle fitting tips helpful here. By purchasing goggles online you agree that you accept this risk. We are unable to accept back or issue refunds on used goggles for any reason.
Sale/Clearance wetsuits can receive credit or exchange only. Wetsuits are a tricky garment to choose over the ‘net so the best we can offer is an online-store credit or equal-cost exchange. Shipping is not refundable.
Returns take 1-2 weeks for processing. A refund can take 1 to 2 billing cycles to appear on your credit card statement. Returns are processed within one week upon receiving your item.
International orders are returnable at the customer's expense.
Shipping is not refundable. You are responsible for shipping back to us, but if you are receiving an exchange and live in New Zealand, we will ship that to you for free. Not applicable to International orders.
Shipping address: Ruby Fresh Wetsuits, 19B Totara Terrace, Wanaka 9305, New Zealand.