Returns & Exchanges

RETURNS & EXCHANGES POLICY

Our Change of Mind Policy

We are happy to offer you a refund or exchange for change of mind on full priced merchandise within 30 days of purchase. The following conditions apply:

  • Proof of purchase is accompanied with the returned merchandise; and
  • The merchandise is unworn, unwashed, unused and in its original condition with all tags (or packaging) intact
  • Any discounts received at the time of purchase will be carried over
  • Personalised items cannot be returned for a refund or exchange for change of mind.  Personalised products include any names or number/s applied to merchandise
  • Does not apply to any items purchased through auctions
  • Does not apply to membership packages

Personalised Items

It is the customer’s responsibility to ensure all details submitted with an order are correct, including correct spelling, font type, choice of numbers and colours. The Roo Shop will not be held responsible if the customer provides incorrect information. 

Consumer Guarantees

Our Change of Mind Policy does not affect your rights under the Australian Consumer Law and you have consumer guarantees that cannot be limited by us. If your product is not of acceptable quality, is not fit for its purpose, or is different from its description or sample, then you may be eligible for a refund, exchange or any drop-in value of the product (if you choose to keep it). If you have purchased a product with a major fault, you have the right to ask for your choice of a replacement or refund.  If you purchased a product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.  Merchandise returned under consumer guarantees can be returned within a reasonable time frame subject to proof of purchase.  Further information is available at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund. 

 

HOW TO RETURN OR EXCHANGE A PURCHASE

Our customer service team are unable to review items via email or phone. All items must be physically returned either by mail or in person in-store to be processed, in accordance with the process detailed below.

At the Roo Shop

Within the time frames outlined above, provide your receipt and the credit card used for your purchase, to The Roo Shop where our store staff will be happy to assist you. Returns and exchanges are free in store. The Roo Shop is located at 204-206 Arden St, North Melbourne, VIC 3051. For store opening days and times, phone 03 9320 2480.

Post to The Roo Shop

Customers are responsible for all return postage costs for change of mind returns and exchanges received in an online order.

To return your order via post, simply log into your account and click on Orders. Next to each of your orders, there is a 'Return Items' link. After clicking on 'Return Items', complete the form and submit. Print a copy of the form and send it back to the Return Address along with the item(s) you wish to return.

When returning or exchanging a faulty or damaged item, The Roo Shop will arrange return postage on your behalf or refund postage costs upon presentation of receipt(s). This is subject to inspection by The Roo Shop.  Should you need further assistance regarding this process, please contact The Roo Shop directly on 03 9320 2480.

Please ensure your return parcel is securely packaged and both sender’s address and The Roo Shop Return Address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your return back by registered post.

Please allow 10 business days from the day your parcel is delivered for your return to be processed and your account to be credited. Slight delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.

If exchanging via post, please return your unwanted item(s) as above, noting the style/size you wish to exchange on the returns slip provided.