Refund Policy

At Rou, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not happy with your item(s), we’re here to help with returns and exchanges. Please review our policy below:

Eligibility for Returns

To be eligible for a return, the following conditions must be met:

The item must be unused and in the same condition that you received it.
It must be in its original packaging with all tags, labels, and accessories included.
Your request for a return must be made within 7 days of receiving your item.
Proof of purchase (such as an order number or receipt) is required for all returns.

Non-Returnable Items

The following items cannot be returned:

Sale or clearance items
Custom or made-to-order items
Gift cards

How to Request a Return

To initiate a return, please email us at info@rougoed.com with your order number, a brief description of the reason for the return, and any supporting photos if the product is damaged or defective. Our team will guide you through the return process.

Return Shipping

Defective or Incorrect Items: If the item you received is defective or incorrect, we will cover the cost of return shipping. We will also arrange for a replacement or refund as soon as we confirm the issue.
Change of Mind: If you wish to return an item for any other reason, you will be responsible for the return shipping costs.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund:

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.
Please note that shipping costs are non-refundable. If you received free shipping, the actual cost of shipping will be deducted from your refund.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, email us at info@rougoed.com and we will arrange for an exchange.

Damaged or Defective Items

If your item arrives damaged or defective, please notify us immediately at info@rougoed.com within 48 hours of receiving your order. Please provide photos of the damaged product and packaging so that we can resolve the issue as quickly as possible.

Late or Missing Refunds

If you haven’t received your refund after 10 business days, first check your bank account again. Then, contact your credit card company, as there may be a processing delay. If you’ve done all of this and still have not received your refund, please contact us at info@rougoed.com.

Contact Us

If you have any questions or concerns regarding returns or exchanges, feel free to contact us at info@rougoed.com or +7206 798 1549. We’re here to help!