Refund policy

Returns & Exchanges

We hope you love your ROURI piece. However, if something isn’t quite right, we accept returns received within 14 calendar days of delivery.

To initiate a return, please use our return portal:
https://returns.itsrever.com/rouri

Please note:

• Items must be returned in their original condition, unworn and unwashed.
• Returns are at the customer’s expense.
• Refunds are processed once the item has been received and inspected at our studio.

If you have any questions before purchasing, we encourage you to contact us at hello@rouri.com — we’re happy to assist.

SHIPPING & CANCELLATIONS

Dispatch vs Delivery

  • Orders are usually dispatched from our warehouse within 24–48 business hours.

  • Delivery time depends on your city, country, and carrier and is specified once you enter your delivery details at check-out.

Cancellations

  • Orders cannot be cancelled once they have been prepared for delivery. 

  • If your order has already shipped, you may request a return after delivery via our returns portal.

RETURN PERIOD

  • You have 14 calendar days from the date your order is delivered to request a return or exchange.

CONDITIONS FOR RETURNS

To be eligible for a return, items must:

  • Be unused, unworn, unwashed, and unaltered

  • Be returned in their original condition, with all tags and labels attached

  • Be returned in the original packaging, including the RÓURI box if applicable

  • Be shipped back within the 30-day return period

Important:

  • Return shipping costs are the responsibility of the customer.

  • RÓURI does not cover return shipping fees.

  • The customer is responsible for the return shipment until it safely arrives at our warehouse.

Returns that do not meet these conditions may be rejected and sent back to the customer.

HOW TO REQUEST A RETURN OR EXCHANGE

We partner with ItsRever to manage returns and exchanges.

  1. Start your return or exchange here:
    👉 https://returns.itsrever.com/rouri

  2. Follow the steps to register your return or exchange.

  3. Carefully package your item and send it back using the provided instructions.

  4. Please keep your tracking number and proof of shipment until the process is completed.

REFUNDS

  • Refunds are processed only after we receive your return and inspect the item.

  • Once approved, refunds are issued within 10 business days to the original payment method.

  • Please note that banks and payment providers may take additional time to reflect the refund on your account.

EXCHANGES

  • Exchanges are subject to stock availability.

  • If the requested item is unavailable, a refund will be issued instead.

  • Exchanges must be requested through the same portal:
    👉 https://returns.itsrever.com/rouri

FAULTY OR INCORRECT ITEMS

If you receive an item that is faulty or incorrect, please contact us at:

📧 hello@rouri.com

Include your order number and clear photos of the issue so we can assist you as quickly as possible.

QUESTIONS

If you have any questions about returns or exchanges, please contact us at:
📧 hello@rouri.com