Return, Exchange and Cancellation Policy
Our garments are all on a made to order basis specially handcrafted for you. Thus, we, at ROQA do not endorse any return or exchange policy irrespective of a domestic or international order. In case of alterations, we will be happy to assist you. The customers can get in touch with us via call/ whatsapp during office hours. Any other queries or client grievances can be emailed to us at support@roqa.in and we shall revert within 24-48 hours.
Under exceptional circumstances such as damaged or defective products, the client is entitled to get a refund in the form of store credit with a maximum validity of 6 months, which can be availed even during sale time, redeemable only at Roqa.in and our only flagship store in Naraina, Delhi.
Kindly note that the customer can send the outfit back only when he/she has received confirmation regarding the same from Team ROQA. Unsolicited returns will not be received without authorization and customers will be held accountable for scheduling and managing the pick-up of products sent without prior intimation. While returning the outfit please ensure that the returned merchandise should be in its original state, that is, it should be unused, and properly sealed in its original packaging. Once the garment is received, please be informed that the sole discretion of accepting the return and/or exchange of the rejected garment lies with the Team ROQA. This decision shall be based on the communicated timelines and quality of the returned garment.
ORDER CANCELLATION POLICY:
Customers have the facility of canceling purchases and claiming a refund within 24 hours from the time of purchase. We would not cater to any cancellation requests received after 24 hours from the time of purchase and we will not be responsible/liable to any claim for a refund. In case the cancellation request gets approved, our team will form a “credit note” which will be initiated within 7 business days from the date of order cancellation. It should be noted that the credit note will be valid for 6 months from the date of order cancellation. Also, in the case of changing the order, the customer will have to bear the price difference of the revised order. This price difference shall be paid before updating the order. In a situation where the price of the new order will be lesser than the original one, we will issue a credit note for the balance amount that could be availed by the client within a communicated stipulated time period.