Refund Policy

At Rothy'sustopsale, we want you to be completely satisfied with your purchase of our washable shoes and bags made with recycled materials. If for any reason you are not happy with your order, we are here to help.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • Items must be returned within 30 days of the delivery date.

  • Items must be unworn, unwashed, and in original condition with no signs of wear or damage.

  • Items must have all original tags attached.

  • Items must be returned in their original packaging.

  • Proof of purchase (order number or receipt) is required.

Please note that certain items may not be eligible for refunds, including:

  • Final sale or clearance items (if clearly marked as such)

  • Gift cards

  • Items returned after the 30-day return window

2. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Contact our customer service team at [email protected] within 30 days of receiving your order.

  2. Provide your order number and the reason for your return.

  3. Include photos of the item(s) if the return is due to a defect or damage (optional but helpful).

  4. We will provide you with the return shipping address and any further instructions.

Please do not send your return to us without first contacting customer service, as this may delay processing.

3. Return Shipping Costs

  • If the return is due to our error (e.g., you received an incorrect or defective item), we will cover the return shipping costs.

  • If the return is for any other reason (e.g., change of mind, wrong size), the customer is responsible for paying return shipping costs.

  • Return shipping costs are non-refundable.

We recommend using a trackable shipping service when returning items, as we cannot guarantee receipt of your returned item without tracking.

4. Inspection and Processing

Once we receive your returned item, we will inspect it within 3-5 business days to ensure it meets our eligibility requirements. We will notify you via email once the inspection is complete.

  • If your return is approved, we will process your refund.

  • If your return is rejected, we will contact you with an explanation and arrange to send the item back to you.

5. Refund Timelines

After your return is approved, your refund will be processed and automatically applied to your original payment method within 5-7 business days.

Please note that the time it takes for the refund to appear in your account may vary depending on your bank or credit card issuer. If you have not received your refund after 10 business days, please contact us at [email protected].

6. Partial Refunds

In some cases, we may issue a partial refund. This may apply to:

  • Items with obvious signs of wear or use

  • Items returned without original packaging or tags

  • Items damaged by improper washing or care (please refer to our washing instructions)

7. Late or Missing Refunds

If you have not received your refund within the expected timeframe, please check your bank account and contact your credit card company. It may take additional time before the refund is officially posted.

If you have done all of this and still have not received your refund, please contact us at [email protected].

8. Exchanges

If you need to exchange an item for a different size or color, please follow the return process above and place a new order for the desired item. This ensures the fastest processing time. Alternatively, you may contact us at [email protected] to discuss exchange options.

9. Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 7 days of delivery at [email protected]. Include your order number, a description of the issue, and clear photos. We will arrange for a replacement or full refund, including return shipping costs, at no additional charge to you.

10. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please reach out to us:

Email: [email protected]
We aim to respond to all inquiries within 24-48 hours.