Refund Policy of Rothns

At Rothns, we want you to be fully satisfied with your purchase of our comfortable, washable, stylish, and sustainable shoes and bags (including flats, sneakers, Mary Janes, clogs, totes, handbags, and more). This Refund Policy outlines the terms and conditions for requesting and processing refunds, including eligibility requirements, timelines, and methods—designed to be transparent and easy to understand. By placing an order with Rothns, you agree to comply with this Refund Policy.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:

  • Timeframe: The request for a refund must be initiated within 60 days of the delivery date of your order. Requests made after this period will not be accepted, unless required by applicable law.
  • Product Condition: The product(s) being returned must be in unused, unworn, and undamaged condition, with all original packaging, tags, and accessories (e.g., shoe inserts, dust bags for handbags) intact. Products that have been washed (beyond initial inspection), used, altered, or damaged due to improper care will not be eligible for a refund.
  • Valid Reason: Refunds are approved for reasons including (but not limited to):
  • Change of mind (subject to the above condition).
  • Defective or damaged products (e.g., stitching flaws, material defects, or damage during shipping).
  • Incorrect products (e.g., wrong size, style, or color sent by Rothns).
  • Missing items from your order.

Note: Custom or personalized products (if offered) are not eligible for refunds unless they are defective or incorrect, as they are made to your specific requests.

2. How to Request a Refund

Follow these steps to initiate a refund for your Rothns purchase:

  1. Contact Customer Service: First, send an email to our support team at [email protected] with the following details:
  • Your order number (found in your Order Confirmation or Shipping Confirmation email).
  • The name and SKU (if available) of the product(s) you wish to return for a refund.
  • A clear reason for the refund (e.g., “defective stitching on sneakers” or “change of mind”).
  • For defective, damaged, or incorrect products: Attach photos/videos showing the issue (this helps us process your request faster).
  1. Receive Return Authorization (RA): Our team will review your request within 1-3 business days. If approved, we will send you a unique Return Authorization (RA) Number and detailed return instructions, including:
  • Where to ship the returned product(s) (if applicable).
  • How to label the package (please include the RA Number on the outer packaging or inside the box).
  1. Ship the Return: Package the product(s) securely to prevent damage during transit. You are responsible for the cost of return shipping, unless the refund is due to a defective, damaged, or incorrect product (in which case we will provide a free return shipping label via email).
  • We recommend using a trackable shipping service, as Rothns is not responsible for lost or misplaced return packages.
  • Keep a copy of the shipping receipt and tracking number for your records.

3. Refund Processing Timeline

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:

  • Inspection Period: After delivery of your return to our facility, we will inspect the product(s) within 2-3 business days to confirm they meet the eligibility criteria (unused, undamaged, with original packaging).
  • Refund Approval/Rejection: If the return is approved, we will initiate the refund within 1 business day of inspection. If the return is rejected (e.g., product is used or damaged), we will notify you via email and return the product(s) to you (at your cost, if applicable).
  • Refund Delivery: Refunds are processed within 5-10 business days of approval and are issued to the original payment method used for the purchase (e.g., credit card, debit card, PayPal).
  • The time it takes for the refund to appear in your account may vary by payment provider:
  • Credit/debit cards: 1-5 business days (depending on your bank’s processing times).
  • PayPal: 1-3 business days.
  • We will send you a “Refund Confirmation Email” once the refund has been initiated, so you can track it with your payment provider.

4. Specific Refund Scenarios

4.1 Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, or not what you ordered:

  • We will process a full refund (including the original shipping cost, even though Rothns offers global free shipping—this ensures you are not out of pocket for our error).
  • Alternatively, you may choose to receive a replacement product (if available) instead of a refund—just let us know in your initial refund request.

4.2 Cancelled Orders

If you cancel an order before it has been shipped (i.e., before it enters our 1-3 day processing window):

  • We will process a full refund within 5-10 business days of cancellation.
  • If the order has already been shipped, you will need to follow the standard return and refund process outlined in Section 2.

4.3 Lost or Delayed Orders

If your order is lost in transit (per the shipping carrier’s tracking information) or delayed beyond the estimated 6-12 day delivery window:

  • Contact us at [email protected] with your order number and tracking details.
  • We will investigate with the shipping carrier. If the order is confirmed lost, we will offer you either a full refund or a replacement order (free of charge).

5. Non-Refundable Items

The following are not eligible for refunds, unless required by applicable law:

  • Products returned after the 60-day window.
  • Used, worn, or damaged products (unless the damage occurred during shipping or is a manufacturing defect).
  • Products without a valid RA Number (we cannot process returns without this number).
  • Gift cards (Rothns gift cards are non-refundable and non-transferable, except where required by law).
  • Custom or personalized products (unless defective or incorrect).

6. Refund Exceptions

  • Change of Mind for Sale Items: Sale/discounted products are eligible for refunds under the same terms as full-price items (60-day window, unused condition).
  • International Returns: For international orders, refunds are subject to the same terms, but return shipping may take longer to reach our facility. We recommend allowing extra time for inspection and processing (add 3-5 business days for international returns).
  • Currency: All refunds are issued in USD (United States Dollars) (the same currency used for the original purchase). If your payment was made in a different currency, your bank will convert the refund amount using the current exchange rate (Rothns is not responsible for currency conversion fees or rate fluctuations).

7. Questions About Refunds

If you have any questions, concerns, or need updates on your refund status, please contact our customer service team at:

  • Email: [email protected]
  • Include your order number and RA Number (if applicable) in your message, and we will assist you promptly.

8. Changes to This Refund Policy

Rothns may update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, or customer feedback. When we make changes, we will revise the “last updated” date at the top of this document and post the updated version on our website. Your continued use of our website and placement of orders after the changes take effect will constitute your acceptance of the updated policy. We encourage you to review this policy periodically.