At Rough Play Clothing, customer satisfaction is important to us. We want you to feel confident when shopping with us. If your purchase does not meet your expectations, our Refund & Return Policy explains how to request a return, exchange, or refund.

Please read the following terms carefully before placing an order.

1. Return Eligibility

To be eligible for a return, items should generally meet the following conditions:

• Items must be unused, unworn, unwashed, and in their original condition.

• Original tags, labels, and packaging should remain intact where applicable.

• Proof of purchase, such as an order confirmation or receipt, must be provided.

• The return request must be submitted within the applicable return period stated on our website or at the time of purchase.

Certain items may be excluded from returns where permitted by law. Any exclusions will be communicated clearly to customers.

2. Return Timeframe

Customers should contact Rough Play Clothing within the return period specified on our website or in their order documentation to request a return.

Please do not send an item back before receiving return instructions from our customer support team. This helps ensure your return can be identified and processed correctly.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible after delivery and include your order number and supporting photographs where appropriate.

3. How to Request a Return

Follow these steps to request a return:

Step 1: Contact Us

Reach out to Rough Play Clothing using the customer service details available on our website. Include your order number and the reason for your return.

Step 2: Receive Return Instructions

Our support team will review your request and explain the next steps, including any applicable return address and shipping instructions.

Step 3: Prepare Your Item

Pack the item securely and ensure it meets the applicable return conditions. Include any requested order documentation.

Step 4: Ship Your Return

Send the package using the shipping method provided or approved by our support team. Keep your shipping receipt and tracking information until your return has been resolved.

4. Refund Policy

Once we receive and inspect your returned item, we will notify you whether your refund request has been approved.

If approved, the refund will generally be issued to your original payment method, where possible. Processing times may vary depending on your payment provider or financial institution.

Any applicable refund timeframe and deductions will be communicated in accordance with our published terms and applicable consumer protection laws.

Original shipping charges, return shipping costs, and other fees will be handled according to the terms disclosed at purchase and any legal requirements that apply.

5. Exchanges

If you would like a different size, colour, or item, please contact our customer support team to ask whether an exchange is available.

Exchanges are subject to product availability and the applicable return conditions. If an exchange cannot be arranged, our team can explain the available alternatives.

Please wait for confirmation from our support team before sending an item back for an exchange.

6. Damaged, Defective, or Incorrect Items

We want every customer to receive the correct product in satisfactory condition. If your order arrives damaged, defective, or different from what you ordered, contact us promptly.

Please provide:

• Your order number.

• A brief description of the issue.

• Clear photographs of the item and its packaging, where relevant.

Our team will review the information and explain the appropriate resolution, which may include a replacement, exchange, repair, or refund, depending on the circumstances and applicable law.

7. Non-Returnable Items

Certain products may not be eligible for return where legally permitted. Examples may include personalised items, products made to customer specifications, or hygiene-sensitive items that cannot be returned for health protection reasons after their seals have been broken.

Any applicable exclusions will be communicated before purchase. These exclusions do not affect statutory rights that cannot legally be restricted.

8. Return Shipping Costs

Return shipping costs depend on the reason for the return and the terms applicable to your order.

If you change your mind or select the wrong size, you may be responsible for return shipping where permitted by law and disclosed in our terms.

If an item is defective, damaged on arrival, or incorrectly supplied, Rough Play Clothing will handle the return costs or provide an appropriate remedy as required by applicable law.

Please contact customer support before shipping your return to confirm the correct procedure.

9. Late or Missing Refunds

If your refund has been approved but has not appeared in your account, please allow the processing time specified by our support team or payment provider.

You may wish to check your payment account and contact your bank or payment provider for additional information. If the refund is still missing, contact Rough Play Clothing with your order details so we can investigate.

10. Order Cancellations

If you wish to cancel an order, contact us as soon as possible after placing it. We will try to accommodate your request if the order has not already been processed or dispatched.

If the order has already shipped, you may need to follow the applicable return procedure after delivery. Cancellation and refund rights will remain subject to applicable consumer protection laws.

11. Your Consumer Rights

Nothing in this Refund & Return Policy is intended to remove or limit any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.

Depending on your location and circumstances, you may have additional rights regarding faulty goods, incorrect orders, cancellations, refunds, and online purchases.

12. Contact Us

If you have questions about our Refund & Return Policy or need assistance with a return, exchange, or refund, please contact Rough Play Clothing using the customer support details published on our website.

Please include your order number and a clear explanation of your request so our team can assist you efficiently.

Thank you for shopping with Rough Play Clothing. We appreciate your trust and aim to make your shopping experience as smooth and straightforward as possible.