Widerrufsrecht

At ROOCES, we want you to shop with confidence. If something isn't right, we're here to help.

1. 30-Day Returns

You may return eligible items within 30 days of delivery for a full refund.

Eligible items are products that are unopened and in their original sealed packaging. To start a return, contact us through our Contact us form with your order number and we'll send you return instructions.

For returns that are not caused by a quality issue (for example, change of mind or a wrong size ordered), return shipping costs are the customer's responsibility.

Because our products are intimate garments designed for direct contact with the skin, we follow strict hygiene standards: underwear cannot be returned or exchanged once the packaging has been opened, the product has been worn or tried on, or — for multi-packs — any individual item has been removed or used. This ensures every customer receives a product that is new and hygienically protected.

2. Damaged, Defective, Wrong, or Missing Items — Always Covered

If your order arrives damaged, defective, incorrect, or incomplete, contact us within 14 days of delivery through our Contact us form. Please include your order number, a description of the issue, and clear photos or videos. We'll arrange a replacement or a full refund at no cost to you, including return shipping.

3. How Refunds Are Issued

Approved refunds are issued to the original payment method used at checkout. Please allow 5–10 business days for the funds to appear, depending on your payment provider or bank. Original shipping costs are non-refundable unless the return is due to our error or a defective product.

4. Exchanges

We currently do not offer direct exchanges. If you receive an incorrect or defective item, we'll arrange a replacement where appropriate. For sizing, please check our Size Guide before ordering — or contact us and we'll help you choose.

5. Questions?

If you have questions about your order, sizing, a defective product, or this policy, contact our customer service team through our Contact us form. We'll do our best to resolve any issue fairly and promptly.