Refund policy
TIME
We have a 14 day return policy. Unfortunately, if 14 days have transpired since receipt of your item, we are unable to offer you a refund or exchange.
However, items bought in the run up to Christmas (27th November 2026 to 24th December 2026) are eligible for exchange (but not a refund if outside of the 14 day period) until the end of January 2027.
ELIGIBILITY
To be eligible for a return, your item must be in the same condition that you received it – unworn, unused and in its original packaging. You will also need the receipt or proof of purchase.
Personalised items cannot be exchanged or returned unless the goods are faulty. The term personalised refers to robes which have been embellished e.g. initials/numbers or Club/Team badge i.e. any robe with more on the shell than the standard RuggaRobe, Country Robe or Set Robe branding.
RETURNING YOUR PRODUCT
To start the return or exchange process, please contact us at info@ruggarobe.com. Items sent back to us without first requesting a return or exchange will not be accepted.
You will be responsible for paying the shipping costs to return your item. We recommend that you use a trackable shipping service as we are unable to guarantee that we will receive your returned item.
You can always contact us for any return questions at info@ruggarobe.com
EXHANGE
We are happy to discuss sizing etc. or different colours if you want to exchange your robe but we will contact you via whatsapp to confirm your sizing and offer any help at this stage. We try to get it right first time.
You will be required to cover the return postage for the original item and the outward postage on the new item.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.
Shipping costs (our cost of posting out) and transaction fees (Stripe/Paypal do charge a transaction fee for items bought online and do not refund this fee if an item is returned) are non-refundable.
DEFECTS OR OTHER ISSUES
If you feel your item is faulty please ensure you contact us within 48 hours of receiving the item. If the item is defective, damaged or if you receive the wrong item, it is our discretion if you are eligible for a refund. All items are fully checked before being sent to the customer.
CONTACT
You can always contact us or email on info@ruggarobe.com with any questions in relation to either a return or exchange.
DAMAGES AND ISSUES
If you feel your item is faulty please ensure you contact us within 48 hours of receiving the item. If the item is defective, damaged or if you receive the wrong item, it is our discretion if you are eligible for a refund. All items are fully checked before being sent to the customer.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
