Returns + Exchanges
RETURNS + EXCHANGES
This policy applies to online purchases only
If you are not completely happy with your purchase you can return it within 10 business days from the purchase date for either a credit or a refund. After this time frame a purchase is final. Please email info@roux.co.nz regarding any returns. Roux must be notified in advance of a return.
Conditions below:
- A full refund will be issued to full priced items only.
- A store credit will be issued for purchases paid via Afterpay.
- A full refund or credit may be issued on a faulty garment after an investigation is carried out.
- No refunds will be given on shipping costs. Store Credits are valid for 18 months from date of return.
- Please choose carefully as a sale item or clearance item purchase is final. It will be non-returnable and non-refundable.
- Beauty products can’t be returned/exchanged for hygiene purposes.
- Food and beverage products can’t be returned/exchanged for food safety purposes.
- Earrings may not be returned for hygiene purposes
- Please note knitwear may not be returned if it has been worn and pilling occurs. This is not a fault as pilling is a normal abrasion to fabric due to everyday wear and is most common with knitwear.
- The product must be returned in its original condition, unworn, unwashed and tags still attached.
Should you return a purchase that had free shipping on our website a shipping cost fee will be deducted from your refund or credit.
New Zealand - $10 deducted
Australia - $45 (NZD) deducted.
RETURNS / EXCHANGE PROCESS
For all returns and exchanges please contact info@roux.co.nz or (07)8737367. Please provide us with your name and a reason for your return/exchange. Please note we do not accept the return or exchange of a sale item. If you are wanting to exchange an item be sure to contact us immediately to avoid disappointment in the event an item is sold out. Return costs will be the responsibility of the customer. For exchanges the delivery cost will also be covered by the customer and we recommend using a track and trace courier. We will not be liable if a returning parcel is lost in transit.
All returns please send to:
Roux
4 Te Kanawa Street
Otorohanga
3900
DAMAGED OR FAULTY GOODS
We always make sure our customers are happy with the quality of their purchase. Unfortunately in some cases a product fault may be either missed, or not known until a product has been used. Please contact Roux if you receive a faulty product and we will investigate this further.
Please note knitwear may not be returned if it has been worn and pilling occurs. This is not a fault as pilling is a normal abrasion to fabric due to every day wear and is most common with knitwear. A pilling comb is essential to look after your knitwear and get the most wear from your beautiful delicate garments.
Any other questions regarding the returns process feel free to contact us at info@roux.co.nz or (07) 873 7367