Refund policy

CANCELLATION & REFUND POLICY

  • Unless provided for under these Terms, no cancellations or changes to Orders will be accepted, and the Goods will be delivered to the stated delivery address in accordance with these Terms. Therefore, the Customer should carefully check that its Order is accurate before the Customer submits it to RO. The Customer will, however, be able to return Goods in accordance with RO's returns policy.
  • RO may accept returns within 14 days for from the date of delivery. Goods must be unwashed, unworn and in their original purchase condition with original tags still attached with no signs of being removed and re-attached.
  • Goods for return must be posted at the Customer’s expense.
  • The Customer must include their order confirmation email & completed returns form within their return parcel.
  • Any Goods which RO has elected to accept for either return shall be returned at the Customer’s expense. The Customer will not be refunded for the original postage cost unless the garment was faulty, or there was a dispatch error by RO.
  • Due to health reasons, makeup, swimwear, intimates (including selected bodysuits), hair accessories, and jewellery cannot be returned unless deemed faulty or wrongly described as defined under the Italian Consumer Law.
  • Upon accepting the goods, RO will issue the customer with an online credit note or cancellation of the Customer's Afterpay payment plan (if payment method was Afterpay).
  • Items purchased during promotional sale periods will NOT be eligible for a return/exchange/credit note. 

 

DAMAGED & FAULTY GOODS

 

  • All Goods are thoroughly inspected to ensure they are in a sellable condition prior to being sent to the Customer. All Goods come with guarantees that comply with Italian Consumer Law.
  • If the Customer discovers that a Good is faulty or damaged, the Customer must notify RO within 30 days of purchase by contacting RO via the process outlined on the Returns page online.
  • If RO inspects the Goods and confirms that there is a fault, the Customer will be entitled to either a repair (for a minor fault) or a refund, repair or replacement (for a major fault). The Italian Consumer Law Guarantees outline the difference between the two.
  • RO will cover the packaging and postage costs associated with the Customer returning a faulty or damaged Good.
  • Customers are liable for any delivery costs if the Good is found not to be faulty.