Returns

Items purchased during sale events, flash sales, or with promotional discounts are not eligible for return or refund. However, exchanges are welcome on non-discontinued pieces — we never want you to be left with a piece you won't wear.

This does not affect your statutory consumer rights. If an item arrives faulty, damaged, or incorrectly described, please contact us immediately — regardless of where you are located. We will always resolve manufacturing faults in full, in line with your local consumer protection laws.

Made-to-order and bridal pieces are crafted specifically for you — personalised by size, silhouette, and sometimes colour. These are final sale and not eligible for return or exchange, regardless of region.

All ready-to-wear pieces are eligible for return. Select your region in Your Policy by Region for specific conditions.

• Eligible for store credit, exchange, or refund (AU & NZ only)
• Must be unworn, unwashed, tags attached, in original packaging
• Request within 14 days of receiving

Potli bags and accessories are final sale and not eligible for return or exchange. We want you to feel confident before you buy.

For hygiene reasons, all inners and intimates are final sale and cannot be returned or exchanged. This applies to all regions.

The Returns Package is a paid add-on that provides free return shipping for customers in AU, NZ, Canada, and USA. It must be purchased at the time you place your order — it cannot be added afterwards, as our returns process is managed through a third-party provider.

If you don't see the Returns Package at checkout, search for "Redo" in the search bar and add it to your cart, or contact us before completing your order. If the package was not purchased, return shipping is the customer's responsibility. We can arrange a paid return label on request — just reach out to our team.

Yes — we accept returns from all regions. AU & NZ customers can choose store credit, exchange, or refund. EU customers have a legal right of withdrawal with a refund. All other regions can choose exchange or store credit.

Free return shipping via our Returns Package is available for customers in AU, NZ, USA, UK, Canada, and Middle East. EU customers and Rest of World customers cover their own return shipping cost.

If you're based in the UK, Canada, or Middle East, Rooh Collective covers all applicable customs duties and import taxes — no extra fees. EU customers are not charged duties or transaction fees on a withdrawal, only the cost of return shipping. For all other international regions outside AU, NZ, and the US, duties remain the customer's responsibility.

As an EU customer, you have a legal right of withdrawal. You have 14 days from delivery to notify us, and 14 days to ship the item back once you do. We'll refund the price of the goods to your original payment method within 14 days of receiving the item. Delivery costs and duties will be deducted. You only need to cover the cost of return shipping. Made to Order and Bridal pieces are excluded as personalised items.

Contact us within 24 hours with photos of the issue. If a manufacturing fault is confirmed, we'll cover all costs and offer a replacement, refund, or store credit.

Once we receive your item, allow 3–7 business days. You'll receive a confirmation email once your store credit or refund has been issued.

If your preferred item is unavailable, we'll offer store credit or a refund. Our team will be in touch to find the best solution.