We understand that receiving something unexpected can be frustrating. That’s why we’re here for you every step of your shopping journey!

Returns

Right of Withdrawal

As a consumer, you have the right to withdraw from your purchase within 14 days from the day you received your item, without providing a reason. To exercise your right of withdrawal, please follow these steps:

1. Contact us: Send an email to support@rouges.com to inform us that you wish to cancel your purchase. Include your order number and the items you wish to return.
2. Return the item: Ship the item back to us within 14 days from the day you notified us of your withdrawal. The item must be unused and in its original packaging.
3. Return shipping cost: The customer is responsible for return shipping costs for withdrawal returns.
4. Refund: Once we receive and inspect the item, we will process your refund within 14 days using the same payment method you used at checkout.

Return Address:

• Street Address: No. 2 freight elevator on the west side of the 3rd floor, upstairs, Yuantong Express, No. 409, Suxi Yiwu Town
• Zip Code: 310000
• Province: Zhejiang
• State: Zhejiang
• Country: China

Which Items Can Be Returned?

• All items must be unused, in original condition, with original packaging and all tags attached. Items that do not meet these criteria will not be accepted.
• Sale items cannot be returned or refunded.
• The following categories cannot be returned: underwear, tights, socks, and accessories (except for belts and bags).
• Matching sets cannot be refunded separately.

Conditions That Are Not Considered Quality Issues

The following conditions do not qualify as product defects:

• Loose threads, raw edges, fabric thickness, fabric feel, and slight color variations due to screen settings.
• Returns due to dissatisfaction with style, color, or personal preference changes.
• Damages caused by use, washing, improper maintenance, self-repair, modifications, or other human factors.
• Sizing issues (please refer to our size guide before purchasing, as our customer service team can only provide recommendations).
• Minor differences between items of the same size due to variations in design and style.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

• Items that, due to their nature, cannot be returned (e.g., certain hygiene products).
• Items that deteriorate quickly or become outdated.
• Custom-made items tailored to your specifications.
• Discounted products.

2. Claims & Complaints

Defective or Damaged Items

If you receive an item that is faulty, damaged, or incorrect, you have the right to file a claim in accordance with consumer protection laws.

How to File a Claim

1. Contact us: Within a reasonable time after discovering the issue, send an email to support@rouges.com. Include your order number and a detailed description of the issue.
2. Return the item: If requested, return the defective item to us. The customer is responsible for return shipping costs if the claim is approved.
3. Resolution: If your claim is approved, we will offer you one of the following solutions:
   • Repair the item
   • Send a new, flawless item
   • Refund the purchase amount

Claim Period

The claim period is three years from the day you received the item. Claims must be made within a reasonable time after discovering the issue. Claims made within two weeks of discovering the defect are always considered within a reasonable timeframe.

3. How to Make a Return or Claim

Step-by-Step Guide

1. Contact customer service: Notify us that you wish to return or claim an item by emailing support@rouges.com.
2. Pack the item: Securely pack the item, preferably in its original packaging.
3. Send the item: Our team will provide you with the return shipping address once you contact us.
4. Processing & Refund: Once the item arrives at our warehouse, we will process your refund to the original payment method. Refunds typically take 1–3 business days to be completed.