Refund Policies
RedBluera is committed to excellent customer service. This page explains when you can request a refund, a replacement or a return, and how to go about it.
Our 30-day guarantee
If your order is not right, contact us within 30 days of delivery and we will replace it or refund you. No arguments, no hoops.
What qualifies for a refund, replacement or return
1. Delayed orders
If your parcel has not arrived within the window set out in our Shipping Policy, you are entitled to a full refund or a free replacement.
- Order not dispatchedRefund at any time before dispatch
- No tracking movement for 10+ daysReplacement or refund
- Not delivered within 14 business days of dispatchReplacement or refund
2. Damaged or defective items
If your item arrives damaged, broken or does not work as intended, send us a photo or short video within 30 days of delivery. We will arrange a replacement or a full refund, and you will not normally need to send the item back.
3. Wrong item received
If you receive the wrong product, colour or quantity, we will ship the correct item at our cost or refund you in full.
4. Item not as described
If the product differs materially from its description or images on our website, you may request a refund or return within 30 days of delivery.
5. Change of mind
Unused items in their original packaging may be returned within 30 days of delivery. Return shipping for change-of-mind returns is the customer's responsibility, and the original shipping charge is not refunded.
What is not covered
- Items damaged through misuse, accident or normal wear and tear
- Products returned without their original packaging or with parts missing, where this materially reduces their value
- Requests made more than 30 days after delivery
- Personal care items that have been used, for hygiene reasons
- Gift cards and clearly marked final-sale items
- Delays caused by an incorrect address supplied at checkout
How to make a request
- Email support@redbluera.com with your order number.
- Tell us what went wrong, and attach photos or a short video if the item is damaged, defective or incorrect.
- We will respond within 24 hours with a decision and, where a return is needed, the return address and instructions.
Unauthorised returns cannot be tracked to your order and may not be refundable.
Returning an item
Where a return is required, items must be sent back within 14 days of approval. We recommend a tracked service, as we cannot refund a return we never receive. Once it arrives and passes inspection, your refund is issued within 2 business days.
Return shipping is paid by RedBluera when the item is damaged, defective, incorrect or not as described. For change-of-mind returns, return shipping is paid by the customer.
Refund timing
Approved refunds are issued to your original payment method. Once processed, funds typically appear within 5–10 business days, depending on your bank or card issuer. We will email you as soon as the refund has been sent.
If more than 10 business days have passed since we confirmed your refund and you still have not received it, contact your bank first, then let us know and we will chase it with you.
Cancellations and changes
Orders can be cancelled or amended free of charge within 12 hours of being placed, provided they have not yet been dispatched. After dispatch, please use the return process above.
Disputes
Almost every problem can be solved in a single email. Opening a payment dispute before contacting us delays the resolution, because the funds are frozen while the case is reviewed and we are no longer able to refund or replace directly.
If you are unhappy with our decision, you retain all rights available to you under the consumer law of your country. Nothing in this policy limits those rights.
Need help?
Tell us what happened and we will sort it out.