Returns + Exchanges

This policy applies to online purchases only.

If you’re not completely happy with your order, you can return it within 10 business days of purchase for either a refund or store credit (depending on the conditions below). After this time, all sales are final.

To arrange a return, please email info@roux.co.nz before sending anything back.

Conditions

  • Full refunds are available on full-priced items only.

  • Purchases made with Afterpay are eligible for store credit only.

  • Faulty items may be refunded or credited after inspection.

  • Shipping costs are non-refundable.

  • Store credits are valid for 18 months from the date of return.

  • Sale or clearance items are final sale and cannot be returned or refunded.

  • Beauty, food, beverage, and earrings cannot be returned for hygiene and safety reasons.

  • Knitwear cannot be returned if worn and pilling occurs (this is natural wear, not a fault).

  • Items must be returned in original condition: unworn, unwashed, with tags attached.

If your order had free shipping, a shipping fee will be deducted from your refund/credit:

  • New Zealand: $10

  • Australia: $45 (NZD)

HOW TO RETURN OR EXCHANGE

  1. Contact us at info@roux.co.nz or (07) 873 7367 with your name and reason for return.

  2. Wait for confirmation before sending your item.

  3. Send your return to:

    Roux
    4 Te Kanawa Street
    Otorohanga 3900

  • Return shipping costs are the customer’s responsibility.

  • For exchanges, you’ll also cover the delivery cost of the new item.

    • New Zealand: $10

    • Australia: $45 (NZD)

  • Please use a track & trace courier — we cannot be responsible for lost parcels.

  • If exchanging, contact us quickly as items may sell out.

DAMAGED OR FAULTY ITEMS

We do our best to ensure quality, but if you receive a faulty product, please contact us so we can investigate.

Please note: pilling on knitwear is not considered a fault. This is natural with wear, and we recommend using a pilling comb to care for your garment.

For any other questions, please email info@roux.co.nz or call (07) 873 7367.