Refund policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide the receipt or proof of purchase.

To start a return, you can contact us at info@rughouse.co.nz. Please note that returns must be sent to the following address: Shed 6/115 Gracefield Road, Lower Hutt, 5010, Wellington.

If your return is accepted, we’ll send you the instructions for processing. Items sent back to us without first requesting a return, will not be accepted.

You can always contact us for any return questions at info@rughouse.co.nz.

Damages and issues

Once you receive your product, check it carefully before the delivery boy leaves. If you find your product damaged, refuse to accept it and notify the carrier or us. If you notice damage to the product after receiving it, you must notify us immediately of receiving the product. We will not be responsible for any damage claims or returns after the 1 working day. Once we have been notified by you about the damage, we will investigate the situation; once we receive the damaged product, we will provide you with another product of the same category and with the same value. If a similar product range item is unavailable, the customer can choose another item of the same value. Kindly ensure that the returned product is packed in the original packaging material and returned through the appropriate carrier.

If you return the product due to internal errors such as wrong item, wrong size, duplicate shipment etc, we will arrange a carrier to return the product. We will swap with the correct item.

Exchanges

In case of a change of mind, the customer should let us know within two working days once the item is received by the customer. Return courier charges are payable by the customer. Once we are notified by the customer, we have a 7-day exchange policy, which means you have 7 days to send us back the item in its original condition.

As soon as we receive the returned item back to us, we will exchange it with the new item.

Please Note: We do not accept returns or exchanges on custom orders.