At Rouchae, we are committed to providing luxurious, high-quality products for your cherished pets. Your satisfaction is our priority, and we aim to ensure a delightful shopping experience. Please review our returns policy below:

Returns and Store Credit
If you are not completely satisfied with your purchase, we offer store credit for returns under the following conditions:
    •    Eligibility: To qualify for store credit, items must be returned in their original, unused condition with all tags and packaging intact.
    •    Time Frame: Returns must be initiated within 14 days of the delivery date.
    •    Process: Please contact our Customer Care Team at sales@rouchae.com to initiate a return. Once your return is received and inspected, we will issue store credit equivalent to the purchase price of the returned item(s).

Damaged or Defective Items
We take great care in ensuring our products reach you in perfect condition. However, if you receive a damaged or defective item, we sincerely apologize and will gladly offer a refund or replacement:
    •    Notification: Contact us within 7 days of receiving the damaged item at sales@rouchae.com with your order number and a description of the issue.
    •    Resolution: Upon verification, we will provide a prepaid return label and, once the item is received, process a full refund or send a replacement, based on your preference.

Non-Returnable Items
To ensure the safety and well-being of all pets, we are unable to accept returns on vitamins or any consumable products. This is because we cannot guarantee the integrity of returned items, and we want to maintain the highest standards of quality and safety for all our customers. Thank you for understanding this policy designed with your pet’s health in mind.

Additionally, the following items are also non-returnable:
    •    Items purchased on sale or with promotional discounts.
    •    Gift cards.
    •    Personalized or custom-made products.

Additional Information
    •    Return Shipping: Customers are responsible for return shipping costs for non-damaged items. We recommend using a trackable shipping service to ensure your return reaches us safely.
    •    Processing Time: Please allow up to 5 business days after we receive your return for processing. Store credit will be issued promptly thereafter.

We appreciate your understanding and are here to assist you with any questions or concerns. Feel free to reach out to our Customer Care Team at sales@rouchae.com for further assistance.

Thank you for choosing Rouchae, where elegance meets exceptional pet care.