Refund and Return Policy
Thank you for shopping at Roo Betty. Our online shop provides unique fashion products designed by us here in the UK and produced as ethically as possible, backed by high quality material and reliable production. Our production team inspect each product before packaging to make sure it meets our dispatch standards.
To Return an Item
If you are not entirely satisfied with your purchase, our refund policy is valid for up to 14 days. If 14 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. (See below for Christmas policy)
We may, in certain circumstances, determine that a refund can be issued without requiring a return. If you aren’t required to mail your item back for a refund, you will be notified at the time of contact. The cost of the return postage is yours. So please make sure you measure before buying using the size guides for each item.
Items must be returned in a resalable condition (unless faulty) this means - no make-up stains, no pet hair, no evidence of washing, no body odour, no deodorant marks. - If we are not happy with the saleable condition we will return the item to you at your cost.
If you've sent an item back to us for refund then you'll need to wait for your items to reach our Warehouse and be processed. It can take up to 10 business days for your return to be processed by the warehouse and once it has we will process the refund back to the original payment method.
Once you receive this email, it can take up to 10 business days for the funds to reach your account, depending on your payment provider.
In order to initiate a return, please contact us at returns@roobetty.com
For Christmas presents please see the information below.
Order Cancellation
We offer a full refund if the order is cancelled within 24 hours of your purchase. Please submit a help query to returns@roobetty.com if you decide to cancel your order. For orders cancelled after 24 hours of purchase, but have not yet been shipped we will offer a partial refund, after charging a 15% cancellation fee. We will NOT accept a cancellation request once the order has been shipped.
Exchange an item
We can only exchange for the exact same item in another size. If you would like a totally different item, please request a refund and place a new order for the alternative item.
We won’t charge you postage again for sending your size exchange – it will be shipped to you free of charge (once per customer- UK ONLY). You will need to go through the returns process on the RETURNS page
Sorry, we are unable to offer free exchanges on International orders, only refunds.
SALE & PROMO ITEMS:
We are unable to offer a free exchange on items bought in our sale or during special promotions ( i.e. Buy 1 Get 1 free/discounted etc ). In the event you wish to exchange a size on a reduced item, the customer will be sent a paypal request for the return postage costs. Your replacement size can only be shipped once this payment has been made.
CHRISTMAS REFUND POLICY
We appreciate that you may want to do your Christmas shopping early as a result we consider anything bought from October 1st to be a Christmas present. This means that if the person receiving the item is not happy with the sizing or product for any reason they can return the item either for a full refund or an exchange. However all returns must adhere to the policy above i.e be in a resalable condition and the original packaging. ALL XMAS RETURNS MUST BE ACTIONED BY 7th JANUARY for them to be refunded or exchanged the cost of postage will be your responsibility unless the item is faulty. See the above for how to return as well as when your refund will be actioned.
Contact Us
If you run into any further issues, feel free to email us at returns@roobetty.com
Zeno Fit, Trinity Fields, Farnham, Surrey, GU9 0SB