Terms of Service

Last updated: 6 October 2026

These terms apply when you visit heyruby.com.au or buy from Hey Ruby ("we", "us"). By using the site or placing an order, you agree to them. If you have a question about anything here, email hello@heyruby.com.au.

1. Our products

We sell The Ruby dog toy, the Pop Mould and related products. We do our best to show colours, sizes and details accurately, but screens vary and small differences can happen. The Ruby is made for licking and rolling, not for destroying. No dog toy is indestructible: supervise play, especially at first, and replace the toy if you see deep cracks or missing pieces. Only use dog-safe fillings.

2. Prices and payment

All prices are in Australian dollars and include GST. Standard shipping within Australia is free on every order. We may change prices at any time, but the price you pay is the one shown at checkout when you place your order. Payments are processed securely through Shopify and our payment providers; we never see or store your full card details.

3. Orders

Your order is an offer to buy. A contract is formed when we confirm your order by email. We may cancel an order if a product is unavailable, if there is an obvious pricing error, or if we suspect fraud. If we cancel, we refund you in full.

4. Shipping

We ship within Australia only. Orders ship the same day or the next business day and usually arrive in 1 to 3 business days with Australia Post. Delivery times are estimates and can be affected by carrier delays outside our control. Once your order ships, you will get a tracking link by email. If something goes wrong in transit, tell us and we will sort it out.

5. The Happy Dog Promise and returns

If your dog doesn't love The Ruby within 30 days of delivery, email us, post it back to us, and we will refund the purchase price once it arrives, even if it has been chewed. Return postage is at your cost unless the item arrived faulty. One claim per toy. Unopened, unused products can also be returned within 30 days of delivery. Full details are on our Shipping and Returns page.

6. Lifetime warranty

The Ruby carries a lifetime warranty against manufacturing faults in the rubber or the screw top. If it fails through a genuine fault, we will replace it: one replacement per toy, per year, with proof of purchase. The warranty does not cover damage caused by a person, lost toys, normal wear and colour change, or use outside its intended purpose. See our Lifetime Warranty page.

7. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms, our Happy Dog Promise or our warranty limits those rights.

8. Referral and ambassador programs

Referral rewards and ambassador commissions are paid on genuine orders from new customers. Self-referrals, duplicate accounts and orders that are refunded or cancelled don't qualify. We may change or end these programs at any time, and we may withhold rewards we believe were earned unfairly.

9. Accounts

If you create an account, keep your login details private and let us know if you think someone else has used it. You are responsible for activity on your account.

10. Reviews and content you share

If you send us a review, photo or video, or tag us on social media, you give us permission to share it on our website and social channels, credited by your first name or handle. We won't use your full name without asking. Please only share content you own.

11. Our content

The Hey Ruby name, logo, photos, copy and designs belong to us. Please don't copy or reuse them without our written permission.

12. Liability

To the extent permitted by law, and except for your rights under the Australian Consumer Law, we are not liable for indirect or consequential loss arising from your use of the site or our products. Our total liability for any order is limited to the amount you paid for it.

13. Changes

We may update these terms from time to time. The version on this page when you place an order applies to that order.

14. Governing law

These terms are governed by the laws of New South Wales, Australia.

Contact

Questions about these terms? Email hello@heyruby.com.au and we will reply within one business day.