Refund and Returns Policy

Last updated: May 2026

At Rooha, we aim to provide premium quality products and a smooth customer experience. Please read our refund and returns policy carefully before placing an order.

1. Pre-Order & Made-to-Order Items

Most Rooha products are made on a pre-order or limited-drop basis. Production timelines are clearly stated on the product pages before purchase.

By placing an order with Rooha, you acknowledge and accept the stated production and delivery timeframe.

As many of our products are:

* made-to-order,
* custom produced,
* limited production,
* or tailored specifically for the customer,

they may be exempt from the standard 14-day cancellation rights under the UK Consumer Contracts Regulations 2013 where applicable.

2. Order Cancellation

Orders may only be cancelled within 24 hours of purchase, provided production has not yet started.

After this period, cancellations may not be possible because fabrics, embroidery, tailoring, or production processes may already be underway.

If cancellation is approved after production has started, Rooha reserves the right to deduct reasonable production and material costs already incurred.

3. Returns Eligibility

We accept returns only if:

* the item arrives damaged,
* faulty,
* incorrect,
* or significantly different from the product description.

To be eligible for a return:

* items must be unworn, unused, and in original condition,
* tags and packaging must remain intact,
* return requests must be submitted within 48 hours of delivery with clear photo/video evidence.

4. Non-Returnable Items

The following items are non-returnable unless faulty:

* custom-sized garments,
* made-to-order products,
* altered items,
* pre-order collections,
* sale or clearance items,
* items damaged due to misuse or improper handling.

5. Refund Process

Once your return is received and inspected, we will notify you regarding approval or rejection of your refund.

Approved refunds will be processed back to the original payment method within 5–10 working days.

Original shipping costs are non-refundable unless the item is faulty or incorrect.

6. Exchanges

We may offer exchanges or store credit at our discretion for sizing issues on selected items.

Customers are responsible for checking the size guide carefully before ordering.

7. Delivery Delays

Estimated delivery timelines are provided as guidance only. During peak seasons, launches, bridal periods, or unforeseen production delays, timelines may vary.

Rooha is not liable for delays caused by:

* couriers,
* customs clearance,
* force majeure events,
* supplier delays,
* or circumstances outside our reasonable control.

8. Chargebacks & Fraud Prevention

Customers agree to contact Rooha directly before initiating any payment dispute or chargeback.

Fraudulent chargebacks relating to correctly delivered custom or pre-order items may be disputed with supporting production, shipping, and communication evidence.

9. Contact Us

For any refund or return enquiries, please contact:

Email: roohacustomerservice@gmail.com
WhatsApp: +44 7462880779