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Your satisfaction is key to our success.

At RŪPAHAUS, we promise to provide you with the best quality of products while maintaining their unique characteristics. The handmade nature of our products implies that it is common for them to carry slight imperfections; from slight colour variations to the way the articles are finished. We believe that these unique imperfections are part of our story.    

Should you discover that the article received differ to the goods you have ordered nor true to size,
an exchange or a choice of credit note can then be offered.

  • EXCHANGE ON ITEMS
  • SALE ITEMS
  • REFUNDS
  • Upon receipt of the returned article, our team will assess the items against the following exchange requirements:

     1 – The original purchase invoice is provided as proof of purchase
    2 – The articles have not been worn, washed or damaged (saleable
    condition) and in their original packaging with all tags attached
    3 – The articles are different to the goods you have ordered 

    If the exchange requirements have been met, our team will get in touch with you to confirm the exchange, and offer your credit note. You will be informed if there is any differences in cost associated with your exchange request. On the contrary, if our team believes that the item does not satisfy one of the said requirements, the article will be sent back to you and a shipping cost will be applied. Due to the limited number of stocks available for every collection, all exchanges are subject to availability. If the size you desire is no longer available, you will only be eligible for a credit note.

    To request an exchange / return, please submit your request to customercare@rupahaus.com, with the original purchase details as well as a reason as to why you wish to return or exchange your purchase, and if applicable the desired colour / size. Once we confirm the receipt of your request, please return the article to the following address:

    RŪPAHAUS 
     PO BOX 1082 
     Booragoon 6954 
    Western Australia

    RŪPAHAUS is not liable for the loss or damage of items in return transit; therefore it is advised that the article is returned to us using a traceable delivery method (e.g. registered post / courier) and keep record of your tracking number to ensure a safe and documented delivery.

  • All SALE items are final and are not eligible for exchanges or refunds unless deemed faulty.
    This includes sample sale goods.

    Sample sale goods are bound to have faults, including stains, size discrepancies, etc. When purchasing from the SAMPLE SALE, please keep in mind that the goods cannot be returned or exchanged.

  • However if you have received a faulty item, you are welcome to request for a full refund, given that after the assessment of the article we are unable to fulfil the submitted order due to stock availability. With this, we promise to then provide you with a full refund, excluding the original cost of shipping. The refund will only be made to the original purchaser’s original method of payment and a confirmation email will be provided.

    To be eligible for exchanges or refund, you will have to notify us of the request within 14 days following the day you receive your package, as the articles must be returned to us for assessment.