Effective Date: August 2025
Last Updated: August 2025
At Rooba Shoes, customer satisfaction is our top priority. We want you to love every purchase you make from us. This Refund / Return Policy explains how returns, exchanges, and refunds are handled for both domestic (Pakistan) and international orders.
1. Eligibility for Returns
To qualify for a return or exchange, the following conditions must be met:
- The item must be unused, unworn, and in its original condition.
- All tags, labels, and packaging must be intact.
- The return request must be initiated within 7 days of receiving your order.
- The item must not be a customized, clearance, or discounted product (these are final sale).
If the item was received damaged or defective, please refer to Section 6 below.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Custom-made or personalized shoes
- Items purchased on sale or promotion
- Gift cards and vouchers
- Worn, soiled, or damaged products caused by customer use
- Items without original packaging or tags
3. Return Process
To request a return or exchange, please contact our support team within 7 days of delivery:
📧 Email: roobashoes@gmail.com
📞 Pakistan: +92 300 8000416
🌐 Contact Form: https://roobashoe.com/contact/
When contacting us, please provide:
- Order Number
- Full Name and Contact Number
- Reason for Return
- Photo(s) showing the condition of the product (if applicable)
Our team will review your request within 1–2 business days and guide you through the return shipping process.
4. Return Shipping
a. Domestic Orders (Pakistan)
- If the return is due to a manufacturing defect or wrong item received, we will arrange a free pickup or reimburse the return shipping cost.
- If the return is due to a change of mind, wrong size selection, or no longer wanted, the customer is responsible for return shipping.
b. International Orders (USA, UK & Other Regions)
- Customers are responsible for return shipping costs unless the product was received damaged or incorrect.
- Returns must be shipped through DHL, FedEx, or TCS International with a valid tracking number.
5. Refund Process
Once the returned item is received and inspected, we will notify you via email.
If approved, the refund will be processed as follows:
- Domestic Orders: Refunds issued to your bank account or mobile wallet within 5–7 business days.
- International Orders: Refunds issued to your PayPal, Payoneer, or bank account within 7–10 business days.
- Refunds exclude any shipping charges, customs duties, or transaction fees unless the return was due to an error on our part.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is:
- Damaged during shipping
- Defective in workmanship or material
- Not the item you ordered
Please contact us within 48 hours of delivery at roobashoes@gmail.com with:
- Your Order Number
- Photos clearly showing the issue
Once verified, we will arrange for a replacement or full refund, including shipping charges.
7. Exchanges
We accept exchanges for the same product in a different size or color, subject to availability.
If the requested size or color is unavailable, we will issue a refund instead.
8. Order Cancellations
Orders may be canceled according to our Order Cancellation Policy.
If an order is canceled before shipment, a full refund will be issued (excluding transaction fees, if applicable).
9. Late or Missing Refunds
If you haven’t received your refund after the specified timeframe:
- Check your bank or payment account again.
- Contact your payment provider for processing updates.
- If the issue persists, email us at roobashoes@gmail.com — we’ll help resolve it promptly.
10. Our Commitment
We aim to make every return and refund process fair, transparent, and hassle-free.
Please note that all returns are subject to verification and approval by our quality control team before a refund or replacement is issued.
11. Contact Us
For all refund or return inquiries, please contact:
Pakistan Office
📍 Address: Flat 8, Canal Rd, Block A Nespak Housing Society Phase 2, NESPAK Housing Society Phase II Site 1, Lahore, 54000
📞 Phone: +92 300 8000416
📧 Email: roobashoes@gmail.com
United Kingdom Office
📍 Address: CHARLTON, WR10 7YP, UK
📞 Mobile: +44 7863 635572
📧 Email: roobashoes@gmail.com