Refund policy

RETURN, REFUND & EXCHANGE POLICY

At Rugged Gentlemen Shoppe, we take pride in carefully inspecting every product before shipment. As many of our products are handmade, limited production, or imported from specialist manufacturers, we kindly ask customers to read this policy carefully before making a purchase.

RETURNS & EXCHANGES

Items may be returned within 7 calendar days from the date of delivery for an exchange or store credit (next purchase credit), subject to stock availability.

Items must:

  • Be unworn, unused and unaltered.
  • Have all original tags attached.
  • Be returned in their original packaging.
  • Be free from stains, scratches or customer damage.

The following items are not eligible for return or exchange:

  • Discounted or Sale items.
  • Clearance items.
  • Limited release or Final Sale products.
  • Custom orders or special orders.
  • Altered products (including chainstitched, hemmed, resized or modified items).
  • Washed, soaked or worn denim.
  • Gift cards.

CHANGE OF MIND

If you simply change your mind, you are welcome to request an exchange or store credit within 7 days.

The customer is responsible for:

  • Return shipping charges.
  • Any import duties, taxes or customs charges incurred when returning the parcel.
  • Secure packaging and insurance during return transit.

Original outbound shipping charges are non-refundable.

DDP (DELIVERED DUTY PAID) ORDERS

For international countries where Rugged Gentlemen Shoppe offers Delivered Duty Paid (DDP) shipping, including our current USA DDP programme, import duties, customs charges and applicable taxes are paid by us at the time of export.

Should a customer request a return or exchange for reasons other than product defect, incorrect shipment or our error, all DDP-related costs already incurred are non-refundable.

These include, but are not limited to:

  • Import duties.
  • Customs duties.
  • Tariffs.
  • VAT or GST (where applicable).
  • Customs clearance fees.
  • Brokerage fees.
  • Original outbound shipping charges.

Where applicable, these costs may be deducted from the refundable amount.

DEFECTIVE OR INCORRECT ITEMS

If you receive:

  • an incorrect item,
  • a manufacturing defect,
  • or an item damaged during transit,

please contact us within 48 hours of receiving your parcel.

Please include:

  • Order number.
  • Clear photographs.
  • Description of the issue.

Once verified, Rugged Gentlemen Shoppe will arrange an appropriate solution, which may include:

  • Replacement.
  • Exchange.
  • Repair (where applicable).
  • Full refund.

In these cases, we will bear all reasonable shipping costs.

REFUNDS

  • Refunds are only issued for:
  • Incorrect items sent by us.
  • Verified manufacturing defects.
  • Orders cancelled before shipment.
  • Other situations approved at our discretion.

Refunds will be processed back to the original payment method after the returned goods have been received and inspected.

Shipping charges, duties, taxes and customs-related fees are non-refundable unless the return is due to our error.

EXCHANGES

Exchanges are subject to stock availability.

If the requested size or product is unavailable, we will offer:

  • Store credit; or
  • An alternative item of equivalent value.

Any price difference must be settled before shipment.

REFUSED SHIPMENTS

If a customer refuses delivery, fails to pay required customs charges (for non-DDP shipments), abandons the parcel, or provides an incorrect shipping address resulting in the parcel being returned, all shipping, customs, brokerage, storage and return charges incurred will be deducted from any refund.

If these costs exceed the order value, no refund will be issued.

HOW TO REQUEST A RETURN

Please email us before sending anything back.

Include:

  • Order Number
  • Full Name
  • Reason for Return
  • Photographs (if applicable)

Returns sent without prior approval may be refused.

Where applicable, duties, customs charges, taxes and brokerage fees paid by Rugged Gentlemen Shoppe under DDP are considered fulfilment costs and are non-refundable for change-of-mind returns or exchanges.

Our goal is always to resolve every case fairly for both our customers and Rugged Gentlemen Shoppe.


Rugged Gentlemen Shoppe