Refund policy

You can request a return or exchange within 5 business days of receiving your order, in accordance with Mexico’s Federal Consumer Protection Law.

To be eligible:

  • The item must be unused, unwashed, and in the same condition as received.

  • It must include the original packaging and any additional items provided.

  • Proof of purchase (order number or receipt) is required.

For hygiene and customization reasons, we cannot accept returns of used, washed, or worn items.

EU Right of Withdrawal

If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item of your order, without giving any reason.

To exercise your right of withdrawal, you must notify us of your decision by submitting a return or cancellation request through your account before the withdrawal period expires.

Once we receive your returned item(s), we will process your refund within 14 days using the same payment method used for the original purchase.

Please note that you are responsible for the cost of returning the item(s) unless otherwise stated.

This right does not apply to:

  • Personalized or custom-made products
  • Sealed goods that are not suitable for return due to health or hygiene reasons, if unsealed after delivery
  • Digital products that have been accessed or downloaded

EU customers may also use the official withdrawal form available here: Withdrawal from Contract (EU Customers)

Shipping costs

  • If the return is due to our mistake (defective product, wrong size/color, etc.), we will cover the return shipping costs and send you a replacement.

  • If the return is for personal reasons (size/color change or you no longer want the item), the customer is responsible for the return shipping costs.

Refunds

Once we receive and inspect the item:

  • If it meets the conditions, a full refund (minus original shipping costs) will be issued within 7 business days to your original payment method.

  • If the item does not meet the return conditions, we won’t be able to issue a refund. You may request the item to be sent back to you at your expense.

Exceptions

  • Gift cards are non-refundable.

  • Items purchased on sale or marked as “final sale” are not eligible for return unless defective.

To start a return, email us at info@rourehome.com with your order number and reason for the return.