We, at Rouje, strive to build a pleasant and satisfying shopping experience for our clients. At Rouje, we practice and strictly follow our standard company protocol across all direct points of sales, that is, to not endorse any return or exchange policy irrespective of domestic or international order, neither on/off the rack pieces nor on the made to order ones.
However, we accommodate exceptional cases under the below-mentioned circumstances:
- If the garment ordered from Rouje is not received in good condition, that is, it is damaged or defective.
- If the garment exhibits an irreparable issue against the client specifications, for example – sizing issue, fabric covering, color mismatch, length issue, etc.
- If there has been an overstretched, uninformed delay in delivery from our end without any prior notification to the client about the revised date.
We would be happy to cater to client queries or grievances in such situations and see what best we can do to resolve any issue. Clients can get in touch with us over a call, Whatsapp us during business hours, and also share their grievances over an email. The shared email should clearly state the client issues along with reference images of the problematic areas in the garment within 24 hours of receiving the garment.
Kindly note that the customer can send the outfit back only when he/she has received confirmation regarding the same from Team Rouje. Unsolicited returns will not be received without authorization and customers will be held accountable for scheduling and managing the pick-up of products sent without prior intimation. While returning the outfit please ensure that the returned merchandise should be in its original state, that is, it should be unused, and properly sealed in its original packaging. Once the garment is received please be informed that the sole discretion of accepting the return and exchange of the rejected garment lies with the Rouje Team. This decision shall be based on the communicated timelines and quality of the returned garment.
Also, in case Team Rouje approves the return and exchanges, a credit note with a maximum validity of 1 year, which can be availed even during sale time, redeemable only at Rouje (via Instagram or website) and our only flagship store in Calcutta, West Bengal will be issued. It should be noted that we do not offer any returns or exchanges on discounted outfits. Also, all issued credit notes are exclusive of any applicable shipping duties or tax amounts. These credit notes are issued for the MRP amount only.