Exchange/Replacement, Return/Refund, and Cancellation Policy

At Roo Clothing, we are committed to offering a transparent, fair, and customer-centric shopping experience. As a small, independent business, we aim to ensure every transaction is conducted with clarity and mutual respect. The following policy outlines the terms, conditions, and procedures governing exchanges, replacements, returns, shipping, and cancellations. Customers are deemed to have read, understood, and accepted the following policies at the time of placing an order.

Acceptance of Policies

Please read this Policy carefully, as it forms a binding agreement between you and Roo Clothing.
By placing an order with us, or by clicking a button or taking similar action to signify your affirmative acceptance of this Policy, you hereby acknowledge and agree that:

• You have read, understood, and accepted to be bound by this Policy, along with our Disclaimer, Terms & Conditions, Shipping Policy, Return and Exchange Policy, Privacy Policy, and any future updates or modifications to these policies, as published on our website or otherwise communicated to you.

• You are of sound mind and at least of such minimum legal age as required under the laws of your jurisdiction to form a binding contract. If you are under the age of majority, you confirm that you have obtained the consent of your lawful guardian to place an order with us.

• Roo Clothing must not have previously suspended or terminated your ability to order for any violation of applicable law or our policies.

If you do not accept this Policy in its entirety, please refrain from placing an order.

1. General Return and Refund Policy

• No Refunds:
  

  Roo Clothing does not offer refunds under any circumstances for dissatisfaction related to color, style, fit, minor variations, or delays in delivery caused by courier services.

  Exception:
  In the rare event that a wrong, missing, or damaged item is received, refunds are provided, subject to verification. Roo Clothing will promptly address the issue by offering a replacement of the same product, subject to stock availability.
  

• An unedited, continuous unpacking video is required to validate the claim.
  Roo Clothing reserves the right to approve or decline exchange and replacement requests, subject to reasonable verification and following a good-faith evaluation of the claim. Where unpacking videos appear edited, manipulated, incomplete, or inconsistent with our dispatch records. Roo Clothing’s decision in this regard shall be final and binding.
  
  

• If the original item is unavailable, the customer may either: Select an alternative item of equal value, or opt for a higher-value item by paying the difference amount.

• If a suitable replacement is not available or not preferred, a full refund for the wrong, missing, or damaged item will be processed upon request. It will be processed to the original mode of payment or via direct UPI / bank transfer within 3 working days after approval.

Mandatory Condition for Claim Validation:
An unedited and continuous unpacking video is required, clearly showing:

The outer packaging, the unsealing of the parcel, the product was received inside, and any visible damage, defect, or wrong/missing item. Unpacking video must be a single, uninterrupted shot from opening the outer courier package to full inspection of all items inside, without cuts, edits, or breaks.

Claims without a proper unpacking video will not be accepted. In rare, exceptional cases where video evidence cannot be reasonably provided, Roo Clothing reserves the right to evaluate alternative evidence at its sole discretion.

Important:

• The refund, if applicable, will be limited strictly to the wrong, missing, or damaged item only.

• Any other correctly delivered products included in the same order are not eligible for a refund.

• Refunds for wrong, missing, or damaged items are strictly limited to the product price paid. No further claims for incidental, consequential, or punitive damages will be entertained.
  
  
• Roo Clothing reserves the sole right to validate claims and determine the appropriate resolution (replacement, refund, or alternative compensation like store credit) after completion of our internal verification process.
  
  
• Refunds will be processed within 3 working days after approval and credited to the customer's original payment mode/bank account or UPI within 5–7 working days, depending on the payment gateway/bank processing time. Please note that banks and payment gateways may take additional time to reflect the refund in your account, which is beyond Roo Clothing’s control.

3. Wrong, Damaged, or Missing Items

• Customers must notify Roo Clothing within 24 hours of delivery via email for any wrong, damaged, or missing items.

• Mandatory Unpacking Video Requirement:
  An unedited, continuous unpacking video is required, showing:

  • Outer packaging,

  • Unsealing of the parcel,

  • Product received inside.

  • Any visible damage, defect, or wrong/missing item.

  Roo Clothing reserves the right to approve or decline exchange and replacement requests, subject to reasonable verification and following a good faith evaluation of the claim. Where unpacking videos appear edited, manipulated, incomplete, or inconsistent with our dispatch records. Roo Clothing’s decision in this regard shall be final and binding.
  
  In exceptional cases where video evidence is unavailable for valid reasons (e.g., senior citizens), Roo Clothing reserves the right to consider alternate forms of evidence at its sole discretion.
  
  

• Self-Return and Shipping Reimbursement:

  • Customers must self-courier the incorrect/damaged item back to Roo Clothing.

  • India Post is recommended for affordability.

  • Roo Clothing will refund the courier cost up to a maximum of ₹100 against a valid courier receipt.

  • Customers must submit the courier slip and their UPI ID after dispatching the parcel.

  • Reimbursement excludes premium or express courier services, and we kindly request customers to use standard, economical options such as India Post, which typically charge less than ₹100, subject to weight and distance. Refund of courier charges (maximum ₹100) will be processed promptly upon receipt and inspection of the returned item.
    
    
  • In areas where affordable courier options such as India Post are unavailable, reimbursement will remain capped at ₹100, and any additional courier expenses shall be borne by the customer.
    
    

• After verifying the return, Roo Clothing will dispatch the correct replacement (subject to availability) at no additional shipping charge.
  If the replacement is unavailable, a full refund will be provided for the affected item.

4. Color and Display Disclaimer

• Slight color differences may occur due to lighting, fabric dyeing, photography, or device screen settings.

• Such minor variations are not considered defects and are not eligible for refunds or free exchanges.

5. Shipping Address and Delivery Issues

• Customers must ensure that the shipping address and contact information provided are complete and accurate.

• Roo Clothing will not be responsible for non-delivery due to:

  • Incorrect/incomplete addresses,

  • Inaccessible locations,

  • Customer unavailability and not answering the delivery agent's calls,

  • Refusal to accept delivery.

    Orders once placed are processed and dispatched strictly as per schedule. Roo Clothing does not entertain cancellations or refund requests once an order has been dispatched. Any cancellation made unilaterally by the customer—without prior written approval from our team—is undertaken entirely at the customer’s own discretion.  
    
    In such cases, where a package is already in transit, the courier partner levies both forward and return shipping charges. These charges result in a financial loss to Roo Clothing, and as such, we are not liable for cancellations initiated in this manner. No refund will be issued under these circumstances.
    
    If the customer wishes to receive the product, we will be able to reship the parcel once the customer covers the reshipping charges, Until then, the parcel will remain on hold at our warehouse.

• Returns Due to Address Issues:

  • If a parcel is returned due to the aforementioned customer errors, re-shipment fees must be borne by the customer.

  • Free shipping is applicable only for the initial dispatch.

• Tracking:
  Customers will receive tracking details upon dispatch. All the details related to your order, including the tracking, are available on the orders page. In case of non-delivery even after "out for delivery" status, prompt customer action with the courier company is advised, and please reach out to us promptly at care@rooclothing.in. Our dedicated team will be more than happy to assist you.

  Our team is dedicated to processing and shipping your order in a timely manner. We aim to ship all orders within 1 to 5 business days (Excluding weekends, national holidays & Kerala regional holidays) based on the chosen shipping method after receiving your order confirmation email. Please note that this time frame is an estimate and may be affected by factors such as high order volume, holidays, or unforeseen circumstances such as weather disruptions or courier delays. We promise only timely dispatch as per the selected shipping method, not guaranteed delivery timeframes. Delivery delays by courier companies are beyond our control and are not grounds for refund claims.

6. Additional Location Details

• Customers are encouraged to provide landmark information at the time of placing an order.

• Address change requests must be emailed immediately after order placement. Address changes cannot be guaranteed once the order is processed.

7. Non-Returnable and Non-Exchangeable Items

• Hand-Embroidered Products: Non-returnable and non-exchangeable.

• Premium Category Products: Final sale; no exchange or return.

• Used, washed, or altered items: Not eligible for return or exchange.

• Requests made beyond 3 days of delivery: Invalid.

• Requests made through Instagram, WhatsApp, or phone: Invalid (only email communication is valid). Messages via Instagram, WhatsApp, or phone are “not considered official communication for exchanges. While orders may be placed via Instagram DM or other social media, all after-sales service communications must be strictly conducted via email to ensure official record-keeping and faster assistance.

• Claims without a valid unpacking video: Invalid.

• Items once exchanged cannot be exchanged again: Each order is eligible for only one exchange; once an item has been exchanged, it is considered a final sale and no further exchanges or returns will be entertained.

• Returns not received within 14 days of the delivery date will not be processed.
  If dispatch delays occur due to uncontrollable external factors (such as courier service limitations in remote areas), Roo Clothing may, at its discretion, allow a brief extension, provided that timely communication and proof of dispatch are submitted by the customer

8. Return Courier Process and Inspection

• Customers must use a reliable courier service (India Post recommended).

• Return courier slip or tracking details must be emailed after sending the item.

• Return shipments must be dispatched within 3 days of exchange approval and reach Roo Clothing within 14 days of delivery. The customer is responsible for ensuring the timely delivery of returned items to Roo Clothing. A delay in delivery may result in the denial of exchange/replacement.

• A quality check will be conducted on receipt:

  • If the return is approved, the replacement dispatch will occur within 3 working days, provided the replacement shipping and handling charge is settled as per the policy.

  • No refund or replacement will be processed in case of return rejection (e.g., item found used, washed, damaged, tags removed, or altered), unless the customer accepts the re-shipment of the rejected returned item by paying the applicable charges within 7 days. Then the rejected item will be sent back to the customer.
    
    

• Return courier charges are non-refundable, except in wrong/damaged (limited to ₹100).

9. Cancellation and Modification Policy

• Orders cannot be canceled once placed. We kindly request customers to review their selections carefully before confirming their purchase and to avoid impulse ordering. 

• Modification requests (size, product change) must be emailed within 12 hours of ordering. Requests will be honored only if the order has not yet been processed at the time of reading the email.

• Modification requests cannot be entertained once the order is processed or dispatched.

• Service charges such as COD fees, shipping charges, and gift-wrapping charges are non-refundable.

10. Courier-Level Cancellation & Shipping Liability Policy

Once an order is confirmed and dispatched, it enters the courier partner’s logistics network and is no longer eligible for cancellation or refund under any circumstances.

Customer-Initiated Courier Cancellation

If a customer initiates cancellation directly with the courier partner (including OTP/code-verified cancellation at delivery hub level), the following terms apply:

• Such cancellations are treated as customer-initiated post-dispatch cancellations.

• Roo Clothing does not request, authorise, or process courier-level cancellations on behalf of customers.

• Once a cancellation is verified by the courier, re-attempts cannot be raised by Roo Clothing, as per courier protocol.

Shipping Charges & Liability

In cases of courier-level cancellation initiated by the customer:

• Forward shipping charges (warehouse → customer) are incurred by Roo Clothing.

• Reverse shipping charges (return to warehouse) are levied by the courier partner.

• These constitute two separate, chargeable logistics movements.

As the cancellation is customer-initiated, all courier charges incurred are recoverable from the order value.

Store Credit (Goodwill Resolution)

While Roo Clothing does not offer refunds, a store credit may be extended strictly as a goodwill gesture, subject to the following conditions:

• Store credit value is calculated after deducting actual courier charges incurred (forward + reverse shipping).

• Store credit is issued only for the net balance after such deductions.

• Store credit is non-refundable, non-transferable, and redeemable only on future purchases.

Issuance of store credit is discretionary and does not establish entitlement or precedent.

Reshipping After Return

If the cancelled parcel is returned to our warehouse:

• Reshipping will be processed only upon advance payment of applicable reshipping charges.

• Dispatch timelines apply afresh after payment confirmation.

• No refund adjustments are applicable.

Cancellation Reversal via Courier

If the customer wishes to receive the order before the parcel is returned, they must:

• Contact the courier partner directly, or

• Respond to the courier’s official communication (SMS/WhatsApp), or

• Raise a reattempt request through the courier’s support portal using their registered mobile number.

Roo Clothing does not intervene in courier-side cancellation reversals.

Important Clarifications

• “Free Shipping” applies only to initial dispatch, not to returns, reversals, or reshipments.

• Courier delays, routing issues, or hub-level decisions remain outside the seller’s control.

• Cancellation, refund, or compensation claims arising from customer-initiated courier actions are not admissible.

By placing an order, the customer acknowledges and agrees to these terms.

11. Force Majeure

• Roo Clothing shall not be liable for any failure, delay, cancellations, or any incidental, consequential, or indirect damages caused by circumstances beyond reasonable control, including but not limited to natural disasters, strikes, pandemics, epidemics, courier disruptions, or government actions.
  

12. Customer Conduct

• Roo Clothing maintains a zero-tolerance policy towards abusive, threatening, or derogatory communication or coercive behavior.
  

• Roo Clothing reserves the right to refuse service, communication, or future transactions with individuals exhibiting abusive, defamatory, or harassing conduct towards our team, at our sole discretion.

• Customers who engage in inappropriate behavior—including threats or harassment via call, text, WhatsApp, email, or any other platform—may be denied services such as exchanges, replacements, or future orders. Any such incidents will be documented and may be subject to legal action.

13. Final Clarifications

• By placing an order with Roo Clothing, the customer agrees to all the above-stated terms and conditions.

• Roo Clothing’s liability, in any circumstance, is limited to the purchase price paid for the item in question. No claims for indirect, incidental, or consequential damages shall be entertained.
  
  

• Roo Clothing reserves the right to amend these terms and conditions at its discretion, with or without prior notice. However, any amendments will not retroactively affect orders placed prior to the change

• Customers are advised to review the latest policies available on our website before purchasing.

• This Policy and any disputes arising hereunder shall be governed by the laws of India, and subject to the exclusive jurisdiction of the courts located in Muvattupuzha/Ernakulam District, Kerala, India

• For any grievances or concerns, customers may contact our Grievance Officer at Liji, Email: care@rooclothing.in. All complaints will be acknowledged within 48 hours and resolved within 30 days