Refund policy
Rondooz Policies for
Canceling the Order, Return & Refund
Canceling
Orders may be cancelled only before the packaging and dispatch process has begun.
If you wish to cancel your order, we recommend contacting Rondooz support (support@rondooz.com) as quickly as possible. If the order has not yet entered preparation, packaging, or shipment, we will do our best to accept the cancellation and proceed accordingly.
Once an order has entered the preparation or dispatch stage, cancellation can no longer be accepted. In such cases, after delivery, the order may only be handled in accordance with our return policy.
Please note that orders accepted for customization or personalization cannot be cancelled. Once such work has been approved and started, the piece is being prepared specifically for you and is therefore no longer eligible for cancellation.
A cancellation request is considered valid only after it has been confirmed by Rondooz. Sending a request does not automatically mean that the cancellation has been accepted.
If a cancellation is approved before dispatch, any refund due will be issued to the original payment method within a reasonable processing period.
For faster assistance, please include your order number and the Email address used for the purchase when contacting us regarding a cancellation request.
Returns
If you wish to return an item because you have changed your mind or no longer wish to keep it, you must notify us within 48 hours of delivery.
Note: EU 14 day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note that size selection is the responsibility of the customer. If the size delivered matches the size selected in your order, but the fit is not suitable, this will be treated as a change-of-mind return. In such cases, the return shipping cost is the responsibility of the customer. Any customs charges, import duties, clearance fees, or related taxes arising during the return process are also the responsibility of the customer. When arranging the return with the courier or postal service, the parcel must be clearly declared as an online purchase return.
Refunds are issued only after the returned item has been received by our store and inspected. Once the returned product arrives and its condition has been confirmed, the refundable amount will be transferred to the customer within 5 to 7 business days.
A full refund will be issued only if all of the following conditions are met:
- the item is returned in healthy and original condition
- the item has not been damaged
- the item shows no signs of use
- the original product tag has not been removed
Return Costs in Case of Store Error
A return will be treated as the responsibility of the store, rather than a change-of-mind return, if any of the following applies:
- the actual garment measurements do not match the stated measurements
- the color of the delivered item is incorrect
- the size delivered does not match the size selected and confirmed in the order
- an entirely different product was sent
In cases involving measurement differences, please note that a variation of up to 3 cm is considered acceptable due to the handmade nature of our garments.
For returns resulting from a store error, all return costs will be covered by the store.
Contact Information
Questions about the Return & Refund Policies should be sent to the support team.
Our contact information is posted below:
Whatsapp DM or Call: +34 649 72 37 73
Address: Avenida Diagonal 403, Esc. 2, P. 3, 08008, Barcelona, Spain