Refund policy

Return & Refund Policy
Last updated: October 2025

Thank you for shopping with ROUD PTY LTD (ABN 74 688 334 518).
We want you to love your purchase. If for any reason you are not completely satisfied, we’re here to help.

1. Returns

We accept returns for eligible products purchased directly from ROUD within 30 days of delivery.

To be eligible for a return:

The item must be unused, in its original condition and packaging (including tags, dust bags, or protective covers where applicable).
Proof of purchase is required (such as an order confirmation or receipt).

Non-returnable items include:

Gift cards
Sale or clearance items (unless faulty)
Personalised or custom products

2. Return Process

To initiate a return, please email hello@roud.com.au with:

Your order number
The item(s) you wish to return
The reason for the return

Our team will respond with return instructions and the appropriate return address.

Australian customers:
You may return your item via tracked post to:
ROUD PTY LTD
5/24 Sterling Road, Minchinbury, NSW 2770 Australia

Return postage is the responsibility of the customer unless the item is faulty or incorrect.

International customers:
Please contact us at hello@roud.com.au before shipping any returns. International customers are responsible for all return shipping costs, duties, and taxes associated with returning the item.

3. Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or payment provider.

Refunds will not be granted for:

Items not in original condition (damaged, used, or missing parts not due to our error)
Returns outside the 30-day period

4. Exchanges

If you wish to exchange an item, please contact us at hello@roud.com.au.
Exchanges are subject to stock availability. If unavailable, a refund or store credit will be offered.

5. Faulty or Incorrect Items

We take quality seriously.
If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receipt with clear photos of the issue.
We’ll arrange a replacement, repair, or refund as per the Australian Consumer Law.

6. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

7. International Orders

For customers outside Australia:

Duties, taxes, and customs charges are non-refundable.
Return shipping costs are not covered unless the product is faulty or we sent the wrong item.
Refunds are issued in AUD; currency conversion differences or bank fees are not the responsibility of ROUD.