Refund policy

Returns & Exchanges

At Roo Roo, every piece is carefully made and checked before dispatch. As our pieces are produced in limited quantities, we follow a strict no-return, no-refund policy, except in cases of a genuine manufacturing defect, damaged product or incorrect item.

Please read the following before placing your order.

1. WHEN CAN YOU REQUEST AN EXCHANGE?

We accept exchanges only if:

* The product received is damaged, defective or incorrect.
* The issue is reported within 48 hours of delivery.
* The product is unused, unwashed and unworn, with original tags and packaging intact.
* A continuous unboxing video is provided as proof, clearly showing the package being opened from its sealed condition.

2. NON-RETURNABLE ITEMS

We do not accept returns, exchanges or refunds for:

* Sale or discounted items
* Customised or altered pieces
* Used, washed or worn products
* Items without original tags or packaging
* Change of mind or incorrect size selection

3. EXCHANGE POLICY

Approved exchanges are subject to availability.

Size exchanges may be offered where stock is available. If the requested size or product is unavailable, Roo Roo may issue store credit, valid for 90 days from the date of issue.

4. REPORTING AN ISSUE

To report a damaged, defective or incorrect product, please contact us within 48 hours of delivery with:

* Your order number
* A brief description of the issue
* Clear photographs of the product
* Your unboxing video

Our team will review your request and get back to you within 2–3 working days with the next steps.

5. REFUNDS

Refunds are not applicable for change of mind, size issues or customised/altered products.

In case of an approved manufacturing defect or incorrect product, the refund process will be initiated as per Roo Roo’s applicable policy.

IMPORTANT

Please record a clear, continuous video while unboxing your Roo Roo order. The package, shipping label and product should be visible in the video. This video may be required as proof for any damage, defect or incorrect-item claim.

Without an unboxing video, Roo Roo may be unable to process the claim.

6. RETURN SHIPPING

All return and exchange shipping charges are to be borne by the customer. Roo Roo does not cover the cost of return shipping.

Customers are responsible for safely packing and shipping the product back to us. The product must be returned in its original condition, with all tags and packaging intact.

Please ensure that the return package is securely packed, as Roo Roo will not be responsible for any damage caused during return transit.