This policy describes how customers (“Customers or “you”) who have purchased clothing and accessories (the “Products”) sold by Rohe Frames Inc., a company registered under the laws of the state of Delaware (“Rohe” or “we”) on the website www.roheframes.com (the “Site”), may return Products purchased on the Site.

Customers who are not satisfied with their purchase for any reason may return unused Products to Rohe, provided that the conditions set forth herein have been met, within fourteen (14) days from the date of receipt of the Product(s). 

 For other legal information concerning the sale of Products, your access to, use of, or the way the Site may use and collect your personal information, please read Rohe’s General Terms and Conditions of Sale, General Terms and Conditions of Use and Privacy Policy (together with this Return Policy, collectively, the “Website Policies”).

1.     Product Conditions
Returns shall only be accepted if all of the following conditions are met:

a.     The Product(s) have been purchased through the Site;

b.     Product(s) have not been worn, used, unsealed, are not damaged and are in the same condition in which they were received by the Customer;

c.     The Product(s) are returned in their original packaging (i.e. Rohe’s fabric bag), including any identification or security tags and all labels, and any documentation contained in the original package; and

d.     All Products’ accessories, if any, are still attached and in the same condition in which they were received by the Customer.

 In no event will Rohe accept returns if the Product(s) show signs of use or have been altered or modified from their original condition in any way. 

Product(s) identified as FINAL SALE or CLEARANCE are not eligible for return or refund.

2.     Return Procedures

In order to return any Products, go to returnsportal.shop/us.rohe-frames to access the return app.  Sign in with your customer order ID (starting with #R) and your email address. Follow the steps and instructions in the return app; you will be asked to provide a reason for the return and you will have the option to leave any notes regarding the return.

 After receiving confirmation of our receipt of a return request submitted in accordance with the procedures set forth above, and after receiving a printable return label through the return app, the Product(s) to be returned must be handed over to the courier in one single shipment within fourteen (14) days from the date of receipt of the Product(s).   Please make sure that the packing slip is included in the package. Without the packing slip, we will not be able to process your return.

3.     Refund of Price

Upon Rohe’s receipt and inspection of returned Product(s), Rohe will determine, in its sole discretion, whether the Customer is entitled to a refund, and the Product(s) meet the Rohe quality control standards.  If all of the return conditions are met, you will receive an e-mail confirming that the return has been accepted and Rohe will refund the original purchase price and taxes related to returned Product(s), less shipping costs (if any).

 All returns will incur a return handling fee equal to $10.

 Refunds are typically processed within three (3) to five (5) business days of Rohe’s receipt of the Product(s). Your refund will be made using the original payment method used to make the purchase.  If you paid by credit card or debit card, refund proceeding will depend on the credit or debit card company’s policies. If you paid by more than one payment method, your refund will be issued to each payment method used for the original purchase for the respective amount.  If you received an item as a gift and wish to return it, please contact our Customer Service who will be happy to assist you with your request.

We will not issue any refunds for returns that do not satisfy all of the return conditions or for Product(s) that do not meet the Rohe quality control standards.  If your return is rejected, we will send you an email to inform you that your return was not accepted. Within [fifteen (15)] days after receipt of such email, you may ask that the Product(s) be shipped back to you, at your own cost, in the condition in which they were received by Rohe.  If you do not request the return of the Product(s) within said time period, you authorize Rohe, and any of its affiliates or agents, to retain the Product(s) and the price paid, and to dispose of such Product(s) as it sees fit.

Please note that we do not currently offer any exchanges. You are invited to return your product and then place a new order for the product you wish to purchase, subject to stock availability.