Refund policy
Refund & Return Policy
We want online footwear purchases to be clear and fair. This policy explains returns, size exchanges, damaged items, and refunds. Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country.
30-Day Return Window for Standard-Size Products
Standard-size products may be returned for a change of mind if a return request is submitted within 30 days after delivery.
To qualify, the product must be unworn, unused, clean, and in the same condition in which it was received, with all original tags, accessories, dust bags, and packaging. Shoes may only be tried on indoors on a clean surface. Items showing outsole wear, creasing caused by outdoor wear, stains, odor, damage, or missing packaging may not qualify for a refund.
Personalized and Custom Products
Personalized, custom-sized, or individually modified products are not eligible for change-of-mind returns after production has begun. This exclusion does not apply if the product is defective, damaged, materially different from the order, or where applicable law provides otherwise.
A standard-size made-to-order product is not treated as a personalized product solely because it was produced after the order was placed.
One-Time Size Exchange Support
For eligible standard-size products, we offer one size exchange per order, subject to stock or production availability. Please contact us within 30 days after delivery before returning the item.
The customer is responsible for sending the original pair to the return address we provide. After the returned pair passes inspection, Rot will cover one replacement shipment to the customer. Any customs duties, taxes, or carrier charges that cannot legally be prepaid may still apply.
How to Request a Return or Exchange
Email support@rots.life with your order number, the item, the reason for the request, and clear photos of the product and outsole. We aim to reply within 24 hours on business days.
After approval, we will provide the current return address and detailed instructions. We do not currently operate a return address in South Korea. Please do not send an item to any address without prior approval, as unauthorized returns may not be received or identified.
Return Shipping Costs
- Defective, damaged, or incorrect item: Rot will cover reasonable return and replacement shipping costs after the issue is verified.
- Change-of-mind return: The customer is responsible for return shipping and any related customs or carrier charges.
- Size exchange: The customer sends the original pair to the approved return address; Rot covers one replacement shipment after inspection.
Original expedited shipping charges, if any, are non-refundable unless the return is caused by our error or applicable law requires otherwise.
Damaged, Defective, or Incorrect Items
Please inspect the order promptly after delivery. If an item is damaged, defective, or different from the order, contact support@rots.life as soon as possible with photos and the order number. We will assess the issue and provide an appropriate repair, replacement, or refund.
Natural Leather and Hand-Finished Variations
Natural grain, scars, wrinkles, color variation, and differences created by hand washing and finishing are characteristics of the material and process. These variations are not defects unless they materially affect the product’s function, durability, or correspondence with its description.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund is approved. Approved refunds are normally credited to the original payment method within 14 calendar days after the returned item is received, inspected, and approved. Calendar days include weekends and public holidays. Exceptional delays by your bank or payment provider may affect when the funds appear in your account.
If your refund has not arrived within this 14-calendar-day period, contact support@rots.life so we can investigate.
Order Changes and Cancellation
Contact us as soon as possible if you need to change or cancel an order. Personalized or custom orders cannot be canceled after production has begun. Cancellation rights for standard-size products remain subject to applicable consumer law.