Return, Exchange and Cancellation Policy

Returns, Exchanges & Alterations

At ROQA, each garment is handcrafted on a made-to-order basis exclusively for you. Therefore, we generally do not offer returns or exchanges on domestic or international orders. However, we are happy to assist with alterations for domestic customers wherever possible.

Please note that alteration services are not available for international orders. To ensure accuracy and avoid any miscommunication, our team shares detailed images and videos of the finished outfit with international clients prior to dispatch for approval.

For any assistance, customers may contact us via call or WhatsApp during working hours or email us at info@roqa.in. Our team aims to respond within 24–48 hours.

Returns and Exchanges

Returns or exchanges are accepted only under exceptional circumstances, such as receiving a damaged or defective product.

Please note:

* All return or exchange requests must be approved by Team ROQA before sending the outfit back.
* Products returned without prior authorization will not be accepted.
* Customers are responsible for arranging and bearing the shipping cost for return shipments.
* Returned products must be:
    * Unused and unworn
    * In original condition
    * With all tags attached
    * Properly packed in original packaging

ROQA reserves the right to accept or reject any return/exchange request after inspection of the garment.

Please note:

* Standard size variations cannot be considered grounds for return or exchange.
* Custom-made orders are strictly non-returnable, non-exchangeable, and non-refundable.
* Orders purchased during sale or using any discount code, coupon, or promotional offer are not eligible for refunds.

Refund Policy

Approved refunds are issued only in the form of a store credit/credit note, valid for 6 months from the date of issue.

Store credits can be redeemed:
* On roqa.in
* At our flagship store in Naraina, Delhi

No cash refunds will be processed under any circumstances.

Order Cancellation Policy

Orders can be cancelled within 24 hours of purchase. Cancellation requests made after 24 hours or after the order has been processed will not be accepted.

If a cancellation is approved:

* A credit note/store credit will be issued within 5–7 business days
* The credit note will remain valid for 6 months

For order modifications:

* Any price difference for upgraded orders must be paid before processing
* If the revised order value is lower, the balance amount will be issued as store credit

ROQA reserves the sole right to determine whether an order has already been processed.

Chargebacks

In the event of a payment chargeback, ROQA reserves the right to pause order processing, shipping, or delivery until the matter is fully resolved. If the product has already been delivered, the customer may be required to return the product in good condition to ROQA or an authorised store.