You may cancel your order at any time before it enters the packaging and shipping process. Once the packaging and transportation phase begins, cancellation is no longer possible.
Refunds
If you wish to return an item, please contact us via email at contact@roukids.shop within 30 days of receiving the item. Once your claim is approved, you will be responsible for returning the unused item to our warehouse.
If you receive a damaged or incorrect item, please provide photographic evidence to contact@roukids.shop within 30 days of receiving the item. Upon approval of your claim, a refund will be issued.
If the product packaging is damaged but the product itself is undamaged, you must file a claim directly with the shipping carrier.
Missing Orders
If your package is marked as delivered (according to tracking information) but you have not received it, you should file a claim with the shipping carrier directly.
In any of the above situations, you must report the issue within 30 days of receiving the item. After this period, the product will be considered delivered and satisfactory.
Please note: Full refunds are not available in the following cases:
Your order doesn’t arrive due to an incorrect address provided by you.
Your order doesn’t arrive due to exceptional circumstances beyond our control (e.g., natural disasters).
Requesting a Return, Exchange, or Refund
To initiate a return, exchange, or refund, please follow these steps:
For return, exchange, or refund requests, contact us via email at contact@roukids.shop and provide any necessary evidence.
After we approve the return, exchange, or refund request, return the unused item to our warehouse at: 29 Chestnut Ave, Silsoe, Bedford MK45 4GP, United Kingdom.
Provide a tracking number for the return.
Once the tracking number is provided (or when we receive the returned item), we will dispatch a replacement product or issue a refund to the original payment method.
For a refund or replacement of a damaged or incorrect item, we require the tracking number for the returned item.
If you have any further inquiries, please don’t hesitate to contact us at contact@roukids.shop.1
