Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with all original tags attached, and in its original packaging. You must also provide proof of purchase or your order confirmation.
Please do not send your item back without first receiving approval and return instructions. Items returned without prior approval may not be accepted.
Returns and Cancellations
When available, customers may request eligible returns or cancellations through their customer account or order status page.
Submitting a return or cancellation request does not guarantee approval. Eligibility is based on our return and cancellation rules, including the return window, product condition, final sale items, return reason, and order status.
After your request is submitted, we will review it and notify you by email with the next steps.
Order Cancellations
Cancellation requests may be submitted only before an order has been processed or shipped. Once an order has been fulfilled or shipped, it can no longer be canceled. If the order is eligible, you may request a return after delivery under our return policy.
If a cancellation request is approved, the refund will be issued to your original payment method.
To start a return, you may submit a return request through your customer account, when available, or contact us at support@roaben.com.
Request a Return or Cancellation ⬅️
Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If your item arrives damaged, defective, or if you receive the wrong item, contact us as soon as possible at support@roaben.com so we can review the issue and make it right.
For damaged, defective, or incorrect items, ROABEN will cover the return shipping costs when a return is required.
Customer Errors
If a return is requested due to customer error, including but not limited to ordering the wrong size, color, style, or providing incorrect information during checkout, the customer will be responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to a damaged, defective, or incorrect item.
Non-Returnable Items:
- Sale or clearance items
- Gift cards
- Personalized or custom-made products
- Final sale items
- Any item that has been worn, used, washed, altered, or damaged after delivery
If you are unsure whether your item qualifies for a return, please contact us before sending it back. support@roaben.com
Exchanges
We do not offer direct exchanges.
If you would like a different item, size, or color, please return the eligible item following our return process and place a new order separately.
Refunds
Once we receive your return, we will inspect it and notify you of the outcome within 3 business days.
If your refund is approved, it will be issued to your original payment method. Please note that your bank, credit card provider, or payment processor may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@roaben.com.