At ROOHA, we are committed to providing a seamless and transparent shopping experience. Our Cancellation and Refund Policy is designed to ensure clarity and fairness for both our valued customers and our business operations. This policy is in compliance with the Consumer Protection (E-Commerce) Rules, 2020, under the Consumer Protection Act, 2019, and aims to protect both parties from potential disputes or misunderstandings.

1. Order Cancellation

1.1 Cancellation by the Customer

  • Timeframe for Cancellation: Customers may request to cancel their order within 6 hours of placing the order, provided the order has not been processed or shipped. Once the order is in the shipping process, cancellation requests will not be entertained.

  • How to Cancel: To initiate a cancellation, please contact our customer support team at roohaclothing06@gmail.com. Include your order number and reason for cancellation in your communication.

  • Refund Process: If the cancellation is accepted, the amount paid will be refunded as store credit, which can be used for future purchases. Refunds will be processed within 7–10 business days.

1.2 Cancellation by ROOHA

ROOHA reserves the right to cancel an order in the following scenarios:

  • Product Unavailability: If the product is out of stock or discontinued.

  • Pricing Errors: In case of pricing or technical errors on the website.

  • Payment Issues: If payment is not successfully processed or verified.

  • Delivery Challenges: If the delivery location is unreachable or unsupported.

In such cases, ROOHA will notify the customer promptly and provide a full refund to the original payment method.

2. Refund Policy

2.1 No Monetary Refunds (General Orders)

  • Store Credit Issuance: ROOHA does not provide cash or bank refunds for cancellations or returns, except in cases of damaged or defective products. Instead, we offer store credits equal to the value of the returned product, which can be redeemed for future purchases.

  • Processing Time: Store credits will be issued within 3–5 business days after the return is received and verified.

2.2 Refunds for Damaged or Defective Products

  • Eligibility: If the product is damaged or defective upon delivery, and this is clearly shown in the unboxing video, customers may choose between:

    • A full monetary refund to the original payment method, or

    • An exchange for the same product, or

    • A store credit for the value of the product.

  • Return Process: To initiate a return for a damaged or defective product, please contact our customer support team within 48 hours of delivery. Provide an unboxing video clearly showing the damage or defect, along with your order number.

  • Refund Processing: Once the return is received and verified, refunds will be processed within 7–10 business days.

2.3 Refund Timeline

  • Store Credits: Issued within 3–5 business days after return verification.

  • Monetary Refunds: Processed within 7–10 business days, depending on the payment method and bank processing times.

3. Non-Refundable Situations

Refunds will not be granted under the following conditions:

  • Unboxing Video Not Provided: If the unboxing video is not provided or is unclear.

  • Used or Altered Products: If the product has been used, washed, or altered.

  • Late Claims: If the return or exchange request is made after the 48-hour window from delivery.

  • Change of Mind: If the customer changes their mind after the order has been processed or shipped.

  • International Orders: For international orders, return shipping costs are the responsibility of the customer, unless the product is damaged or defective.

4. Grievance Redressal Mechanism

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, ROOHA has established a grievance redressal mechanism to address customer complaints:

  • Grievance Officer: [Insert Name and Contact Details]

  • Acknowledgment: All complaints will be acknowledged within 48 hours of receipt.

  • Resolution Timeframe: Complaints will be resolved within 1 month from the date of acknowledgment.

For any grievances, please contact our grievance officer at [Insert Contact Details].

5. Legal Compliance

ROOHA adheres to the Consumer Protection (E-Commerce) Rules, 2020, under the Consumer Protection Act, 2019. These rules mandate e-commerce entities to:

  • Provide clear and accessible information about return, refund, and exchange policies.

  • Establish a grievance redressal mechanism.

  • Ensure that refunds are processed within a reasonable period.

  • Not impose cancellation charges on consumers cancelling after confirming the purchase, unless similar charges are also borne by the e-commerce entity if they cancel the purchase order unilaterally.

By shopping with ROOHA, customers acknowledge and agree to the terms outlined in this policy.

6. Contact Us

For any questions or concerns regarding this Cancellation and Refund Policy, please contact us at:

Thank you for choosing ROOHA. We are committed to providing premium-quality clothing and excellent customer service for all our customers worldwide.

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