Refund policy
Return & Refund Policy
Last updated: September 16, 2026
At Robeorra™, we want you to be satisfied with your purchase. If you receive a product that is defective, damaged, incorrect, or you simply need to return an eligible standard product, we are here to help.
Please read the following Return & Refund Policy carefully before placing your order.
1. Eligibility for Returns
We accept returns for eligible standard, non-customized products within 30 days of delivery.
To be eligible for a return, the product must:
- Be unused and unworn.
- Be in its original condition.
- Be free from stains, damage, washing, alterations, or other signs of use.
- Include the original packaging, tags, and accessories where applicable.
- Be returned within 30 days of the delivery date.
For international orders, the return period begins from the date the order is delivered.
2. Custom, Personalized & Made-to-Order Products
Products that are custom-made, personalized, embroidered, specially sized, specially colored, or manufactured according to customer specifications are generally not eligible for return or refund due to change of mind, incorrect selection, or sizing preference.
This includes, but is not limited to:
- Custom choir robes
- Custom graduation gowns
- Custom colors
- Custom embroidery
- Personalized stoles
- Custom logos or artwork
- Custom sizing
- Made-to-order institutional or bulk orders
However, if a custom or made-to-order product arrives damaged, defective, materially incorrect, or does not match the approved specifications, please contact us so we can review the issue and provide an appropriate resolution.
3. Damaged, Defective or Incorrect Products
If you receive a product that is:
- Damaged during delivery
- Defective
- The wrong product
- The wrong size due to an error on our part
- Different from the approved customization or order specifications
please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where applicable
We may request additional information or photographs to assess the issue.
If the issue is confirmed to be our responsibility, we may provide a replacement, exchange, repair, or refund, depending on the circumstances and availability.
4. Change of Mind / Incorrect Selection
For eligible standard products, customers may request a return within 30 days of delivery.
The customer is responsible for the return shipping cost for returns caused by:
- Change of mind
- Incorrect product selection
- Incorrect color selection
- Incorrect size selection
- Ordering more items than required
Original shipping charges are generally non-refundable unless the return is due to an error, defect, or damage attributable to Robeorra.
5. How to Request a Return
To request a return, contact us at:
For distributor and export enquiries:
Please include:
- Order number
- Customer name
- Product(s) you wish to return
- Reason for the return
- Photographs, if applicable
Do not send products back without receiving return instructions from Robeorra.
Unauthorized returns may not be accepted.
6. Return Shipping
Once your return request has been approved, we will provide the applicable return instructions.
For customer-initiated returns that are not related to a defect, damage, or error by Robeorra, the customer is responsible for the return shipping cost.
For products confirmed to be defective, damaged, or incorrectly supplied by Robeorra, we will provide an appropriate resolution, which may include reimbursement of reasonable return shipping costs where applicable.
Customers are responsible for ensuring that returned products are securely packaged.
Robeorra is not responsible for products lost or damaged while being returned without appropriate tracking or proof of shipment.
7. Refunds
Once we receive and inspect an eligible returned product, we will notify you whether the return has been approved.
If approved, the refund will be processed to the original payment method, unless otherwise agreed or required by applicable law.
Approved refunds are generally processed within 5–10 business days after the return has been received and approved.
The time required for the refund to appear in your account may also depend on your bank, card issuer, payment provider, or other financial institution.
8. Partial Refunds
In certain circumstances, only a partial refund may be issued.
This may apply when:
- The product has been used or worn.
- The product is returned damaged.
- Original packaging or accessories are missing.
- The product shows signs of washing, alteration, staining, or other use.
- The returned product does not meet the eligibility requirements described in this policy.
9. Exchanges
For eligible standard products, we may offer an exchange subject to product availability.
If you require a different size, color, or product, please contact us before returning the item.
Custom and personalized products are generally not eligible for exchanges unless the product is defective, damaged, incorrectly supplied, or does not match the approved specifications.
10. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
Cancellation requests received before production or dispatch may be accepted where possible.
Once a customized, personalized, or made-to-order product has entered production, cancellation may no longer be possible.
Orders that have already been dispatched cannot normally be cancelled and may instead be subject to the applicable return policy.
11. International Orders, Customs & Duties
For international orders, customers may be responsible for applicable:
- Customs duties
- Import taxes
- VAT/GST
- Brokerage or clearance charges
- Other fees imposed by the destination country
These charges are generally outside Robeorra's control.
Unless otherwise stated at checkout, customs duties, import taxes, and similar destination-country charges are not considered part of the product price or standard shipping charge.
If an international shipment is refused by the customer and returned to us, the original shipping charges and applicable return, customs, duties, or carrier charges may be deducted from any eligible refund.
12. Bulk, Institutional & Distributor Orders
Orders placed by schools, universities, churches, choirs, organizations, distributors, resellers, or other institutions may be subject to separate commercial terms.
Custom, bulk, institutional, and distributor orders may have different cancellation, return, replacement, payment, and refund conditions agreed upon before production.
Where separate written terms have been agreed for an order, those terms will apply to the extent permitted by applicable law.
13. Non-Returnable Items
The following products are generally non-returnable unless defective, damaged, incorrectly supplied, or otherwise required to be accepted under applicable law:
- Custom-made products
- Personalized products
- Products with custom embroidery
- Products with custom logos or artwork
- Custom-colored products
- Custom-sized products
- Made-to-order products
- Special institutional or bulk orders
- Products altered at the customer's request
14. Products Returned Outside the Return Period
Returns requested after the applicable return period may not be accepted unless the issue involves a defect, damage, incorrect fulfillment, or another circumstance covered by applicable law.
15. Contact Us
If you have any questions about returns or refunds, please contact:
Robeorra™
C-1/83, Yamuna Vihar
North East Delhi, Delhi 110053
India
Sales: sales@robeorra.com
Distributors & Export: export@robeorra.com
Business Hours: Open 6 days a week