Refund policy

Return & Refund Policy

We want you to feel confident every time you shop with us. We carefully check every order before dispatch — but if something isn't right, we're here to help.

1. Reporting an Issue — 48 Hours

If you receive a product that is damaged, defective, or different from what you ordered, please contact us within 48 hours of receiving your order. We'll review the issue and, if approved, arrange a suitable solution for you.

2. Change of Mind

Because our products are prepared in limited quantities, we currently do not accept returns simply because you changed your mind or no longer want the item. We encourage you to check the product details, size guide and description carefully before placing your order.

3. Size Exchange

Ordered the wrong size? No worries — we're happy to help. You can request a size exchange within 48 hours of receiving your order, provided that:

• The product has not been worn
• The product has not been washed
• The product has not been altered or tailored
• Original tags and packaging are intact
• The product is in its original condition

A size exchange is subject to availability, and only one size exchange is available per order.

4. If We Send the Wrong Item

If you receive an item different from the one you ordered, please contact us within 48 hours. After verification, ROOH will arrange an exchange for the correct item, subject to availability. We will cover the applicable return/exchange shipping cost when the mistake was from our side.

5. Damaged or Defective Items

We carefully inspect our products before dispatch. If your item arrives with a genuine manufacturing defect or is damaged during delivery, please contact us within 48 hours with:

• Your order number
• Clear photos of the item
• Photos of the packaging
• Unboxing video, if available

Once verified, we'll work with you to provide an appropriate solution.

6. Conditions for Exchange

To keep the exchange process fair for everyone, the item must be:

• Unworn
• Unwashed
• Unaltered
• Free from stains, makeup or perfume
• With original tags attached
• With original packaging

Items that have been altered, washed, worn or damaged after delivery cannot be exchanged.

7. Sale Items

Some sale, promotional or clearance products may have different exchange conditions. If special conditions apply, they will be clearly mentioned on the product page or during checkout.

8. Refunds

If a refund is approved, we will guide you through the available refund method. For COD orders, we may request your bank/account details or another suitable payment method. Refunds are processed after the returned item has been received and inspected.

9. How to Request an Exchange or Return

Step 1: Contact ROOH within 48 hours of receiving your order.
Step 2: Share your order number and reason for exchange.
Step 3: Send the requested photos/video.
Step 4: Our team will review your request.
Step 5: Once approved, we'll guide you through the exchange process.

Please do not send an item back without contacting us first.

10. Our Promise

At ROOH, we're building a brand where quality, trust and customer experience matter. If you ever have an issue with your order, please reach out — we'll always do our best to find a fair solution.