REFUND & RETURNS POLICY

Last Updated: Sep 25, 2026

At Roense, we want every order to arrive in the condition you expect.

If there is an issue with your purchase, our team is here to help. Please review the policy below before requesting a return, exchange, or refund.

1. RETURN & EXCHANGE PERIOD

You may request a return or exchange within 3 Days of receiving your order, provided that the item meets the eligibility requirements below.

Requests submitted after this period may not be accepted.

2. ELIGIBILITY

To be eligible for a return or exchange, the product must:

  • Be unused and unworn.
  • Be in its original condition.
  • Have all original tags and packaging intact.
  • Not show signs of washing, alteration, damage, staining, or misuse.
  • Be accompanied by valid proof of purchase or Order Number.
We reserve the right to reject a return if the product does not meet these conditions.

3. SIZE EXCHANGES

If the size you ordered does not fit, you may request a size exchange within 3 Days of delivery, subject to availability.

The replacement size must be available at the time the exchange is processed.

Customers are responsible for following the exchange instructions provided by our support team.

4. DAMAGED OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect product, please contact us within 24 Hours of receiving your order.

Please provide:

  • Your Order Number
  • A clear description of the issue
  • Clear photographs of the product
  • Photographs of the packaging when requested
If the issue is confirmed to be our error, we will provide the appropriate replacement, exchange, or refund solution.

5. NON-RETURNABLE ITEMS

Certain products may not be eligible for return or exchange for hygiene, customization, promotional, or other applicable reasons.

Any non-returnable item will be clearly identified where applicable.

6. SALE & PROMOTIONAL ITEMS

Products purchased during a sale or promotional campaign may have different return or exchange conditions.

Please check the specific terms stated with the relevant product or promotion before placing your order.

7. REFUND PROCESS

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed through the applicable original payment method or another method agreed upon by Roense.

Processing time may vary depending on the payment provider or financial institution.

8. RETURN SHIPPING

Return or exchange shipping responsibilities may depend on the reason for the return.

If the return is due to an incorrect, defective, or damaged item caused by Roense, we will provide appropriate instructions regarding the return shipping process.

For customer-requested returns or size exchanges, applicable delivery or return charges may be the customer's responsibility.

9. HOW TO REQUEST A RETURN

To start a return or exchange, contact us with:

Order Number:
Customer Name:
Product:
Reason for Request:
Photos/Videos: When applicable

Our support team will review your request and provide the next steps.

10. IMPORTANT

Please do not send a product back without first contacting our support team.

Returns sent without prior approval may not be accepted.

11. CONTACT

For return, exchange, or refund assistance:

VIEW CONTACT

ROENSE

We believe a premium experience continues beyond the purchase.