Refund policy

Ruben Namibia Return and Refund Policy

We hope that you love your products and do not have any issues, but if you do
the information below is there to help.

• Each product is printed to order so we accept returns or issue refunds for faulty or damaged items.
• For any other reasons like changing your mind or sizing issues, you have 14 days from when you receive the item to send it back for a refund or exchange. Please note, sadly we are unable to pay for your shipping, you will have to pay this yourself. To start a return please email: rubennamibiamerch@gmail.com

Faulty goods

• If your goods develop a fault within 28 days of delivery (including goods delivered with a print or manufacturing fault), you will be issued with a refund in full, or replacement. Replacements are only offered after 28 days and before 12 months.
• In all queries relating to faulty goods we require you to provide photographic
  evidence emailed to rubennamibiamerch@gmail.com so we can investigate the
  issue. Once a photo has been received we will investigate and decide whether to
  accept or reject your claim of a fault.
• Please note that we judge faults based on a tolerance of up to 2.5cm / 1 inch for print positioning and garment manufacture. These promises do not apply to faults caused by accident, neglect or misuse.

Transit damage

• All goods are examined in detail prior to despatch to ensure that they leave the
  warehouse in perfect condition. However, transit damage unfortunately can occur.
• If your purchase is showing obvious signs of transit damage upon delivery, please refuse to accept delivery and notify us immediately by email:
  rubennamibiamerch@gmail.com
• If damage is only evident upon opening of packaging, then you must inform us within 48 hours of receipt by email: rubennamibiamerch@gmail.com In either case, we will then arrange re-delivery of replacement goods as soon as possible.

Delivery issues and failure

• Please note, no compensation will be offered for any orders that take longer than
  the quoted times to be delivered. These quotes are based on estimates from our
  couriers and as such, they should not be taken as a guarantee of delivery.
• All missing parcels must be reported to our customer support team
  rubennamibiamerch@gmail.com within 60 days of shipment to be eligible for a
  refund or replacement.
• If a shipping address is inaccurate or incomplete, the order will not be eligible for a refund or replacement.
• If an order is reported as missing after 60 days of shipment, the tracking will no
  longer be available to investigate with the courier, and the order will not be eligible for refund or replacement. 

Order cancellation

• Due to the bespoke nature of most of the products we sell, all cancellations must
  be requested within 12 hours of your order being placed. After this time, your order will have entered production.
• If your order has already entered production within 12 hours of your order being placed then acceptance of cancellation requests will be made at our discretion. 

Contacting you about your order

• Occasionally we may need to contact you about your order so please make sure
  the email address you have registered with is monitored. If we do not receive any
  response from you regarding the order after a 2-week period we will cancel it and refund to the original payment method.
• If you have ordered multiple products we will process, print and pack as normal -
  only the products we are contacting you about will be cancelled and refunded, the rest will be shipped after the 2-week period.