Refund policy

Last updated: 16 October 2026

This policy applies to purchases from rubrawell.com, operated by the operator named in our legal notice, an individual trader registered in Sofia, Bulgaria (EU) ("Rubrawell", "we"). It doesn't limit your statutory rights.

1. 30-day returns

You may return any product within 30 days of the day you (or someone you name, other than the carrier) receive it, for any reason. This includes your statutory 14-day right of withdrawal under EU law; we extend the period to 30 days.

Holiday returns 2026: orders placed from 1 November to 24 December 2026 can be returned until 31 January 2027. If the normal 30-day period ends later, the later date applies. All other terms in this policy stay the same.

2. Your EU right of withdrawal (14 days)

If you are a consumer in the EU, you have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period ends 14 days after the day you acquire physical possession of the goods. To exercise it, inform us of your decision by a clear statement, for example an email to support@rubrawell.com. You may use the model withdrawal form below, but you don't have to. Our 30-day window in section 1 gives you more time on the same terms.

3. How to return

  1. Email support@rubrawell.com with your order number and the item(s) you want to return.
  2. We reply within 1 business day with the return address and instructions.
  3. Send the goods back without undue delay and no later than 14 days after telling us you're returning them.
  4. Use a tracked service and send us the tracking number.

Please don't send returns to the shipping warehouse address on your parcel; it is not a returns address.

4. Return shipping costs

  • Change of mind: you pay the direct cost of returning the goods. Because the panels are large, this cost can be significant, so we quote the return cost before you send the goods.
  • Faulty, damaged in transit or wrong item: we pay all return costs, or arrange collection.

5. Refunds

  • We refund all payments received from you, including the cost of original standard delivery. If you chose a more expensive delivery option than our standard one, we don't refund the extra.
  • We refund within 14 days of the day we're informed of your decision. We may withhold the refund until we've received the goods back or you've supplied proof of sending them, whichever is earlier.
  • We use the same payment method you used, unless you agree otherwise. You won't pay any fees for the refund.
  • No restocking fees.

6. Condition of returned goods

You may handle and try the product as you would in a shop. You are liable only for any loss in value caused by handling beyond what is needed to establish its nature, characteristics and functioning. If we make a deduction, we explain it and the amount before refunding. Please return all parts that came in the box, ideally in the original packaging.

7. Damaged or wrong items

If your order arrives damaged or isn't what you ordered, email us within 7 days of delivery with photos of the box and product. Keep the packaging. We'll replace the item or refund you in full, at our cost. This doesn't affect your legal guarantee rights.

8. 3-year warranty and legal guarantee

Every Rubrawell panel has a 3-year warranty against manufacturing defects from the date of delivery. If we confirm a defect, we repair, replace or refund, and we cover the shipping for valid claims. The warranty doesn't cover damage from accidents, misuse, water, unauthorised repairs or normal cosmetic wear.

The warranty is in addition to your statutory legal guarantee of conformity (at least 2 years across the EU, and longer where your national law provides, for example 3 years in Spain), which it does not replace or limit.

9. Exceptions

There are no product exceptions: every Rubrawell product can be returned under this policy.

10. Contact

Rubrawell, support@rubrawell.com. We reply within 1 business day, Monday to Friday. Operator details: legal notice.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Rubrawell, the operator named in our legal notice (rubrawell.com/policies/legal-notice), at the address stated there, support@rubrawell.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Ordered on / received on:
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date: