Refund policy

At ROOCES, we want you to feel confident when shopping with us. Because our products are intimate garments designed for direct contact with the skin, we follow strict hygiene standards for all returns and exchanges.

Please review our policy below.

1. Return Eligibility

For health and hygiene reasons, underwear cannot be returned or exchanged if the packaging has been opened, the product has been worn, or it has been tried on.

This policy helps ensure that every customer receives a product that is new, unused, and hygienically protected.

For products sold in packs, opening or using any individual item makes the entire pack ineligible for return.

Exceptions

We will always assist you if:

  • You received the wrong item.
  • Your order is missing an item.
  • Your product arrived damaged.
  • Your product has a manufacturing defect.

In these cases, please contact us and we will arrange an appropriate replacement or refund at no additional cost to you.

2. Incorrect or Defective Items

If your order arrives damaged, defective, incorrect, or incomplete, please contact us through our Contact us form within 14 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the problem

Our customer service team will review your request and provide the next steps.

If the issue is confirmed to be our responsibility, we will cover any applicable return shipping costs and arrange a replacement or refund.

3. Refunds

If a refund is approved, it will be issued to the original payment method used at checkout.

Once the refund has been processed, please allow 5–10 business days for the funds to appear in your account, depending on your payment provider or bank.

Original shipping costs are generally non-refundable unless the refund is due to an error on our part or a defective product.

4. Exchanges

We currently do not offer direct exchanges.

If you receive an incorrect or defective item, we will arrange a replacement where appropriate.

For sizing, please review our Size Guide carefully before placing your order. If you are unsure about your size, please contact us before ordering and our team will be happy to help.

5. Non-Returnable Items

For hygiene and safety reasons, the following are not eligible for return or exchange:

  • Underwear that has been worn or tried on
  • Underwear with opened packaging
  • Individual items removed from or used from a multi-pack
  • Items that have been washed, altered, or damaged after delivery

This policy does not affect your statutory rights where applicable.

6. Need Help?

If you have questions about your order, sizing, a defective product, or this policy, please contact our customer service team through our Contact us form.

We are here to help and will do our best to resolve any issue fairly and promptly.