Refund policy

Last updated: October 2026

At Ropus, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help. Please read our Refund Policy carefully to understand your options.

1. Return Eligibility

We accept return requests under the following conditions:

  • The item was received damaged, defective, or broken
  • The item received is significantly different from what was described or shown on our website
  • The item is unused, unworn, and in its original packaging
  • The return request is raised within 3 days of delivery

Items that do not meet these conditions may not be eligible for a return or refund.

2. Non-Returnable Items

The following items are generally not eligible for return:

  • Items damaged due to misuse, improper handling, or normal wear and tear
  • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase
  • Perishable goods or items with hygiene considerations (e.g. innerwear, personal care products) once opened
  • Digital products or downloadable content

3. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Contact us through our website's contact page within 3 days of receiving your order
  2. Provide your order number, a description of the issue, and clear photographs of the product and packaging
  3. Our team will review your request and respond within 2–3 business days
  4. If approved, we will provide instructions for the return process

4. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days via the original payment method. Please note that bank processing times may vary and are outside our control.

5. Partial Refunds

In certain situations, only a partial refund may be granted, such as when an item shows signs of use, is missing parts not due to our error, or is returned after the eligible return window.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange a product, please return the original item (if eligible) and place a new order for the desired product.

7. Return Shipping

If the return is due to a defect or our error, we will bear the cost of return shipping. If the return is for any other reason, the customer is responsible for return shipping costs. We recommend using a trackable shipping method as we cannot be held responsible for items lost during return transit.

8. Order Cancellations

Orders can be cancelled within 12 hours of placement provided they have not yet been dispatched. To cancel an order, contact us immediately through our contact page with your order number. Once an order has been dispatched, it cannot be cancelled and the standard return process will apply.

9. Late or Missing Refunds

If you have not received your refund within the stated timeframe, please first check your bank account and contact your bank or payment provider, as processing times may vary. If you have done this and still have not received your refund, please contact us and we will investigate.

10. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please reach out to us through our website's contact page. We aim to resolve all issues fairly and promptly.