Shipping & Returns Policy

At ROUGH, we want your order to arrive safely and for you to feel confident in your purchase. Please review the information below regarding shipping, international orders, returns, and delivery issues.

Shipping

Orders are processed and shipped to the address provided at checkout. Once your order has been shipped, you will receive tracking information when available.

Shipping times shown at checkout or provided by the carrier are estimates and are not guaranteed. Delivery may be affected by carrier delays, weather, customs processing, holidays, or other circumstances outside of our control.

ROUGH is not responsible for delays caused by the shipping carrier or customs authorities after an order has been transferred to the carrier.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before submitting your order. If you notice an error, contact us as soon as possible. We will make reasonable efforts to update the address before shipment, but we cannot guarantee changes once an order has entered processing or has been shipped.

ROUGH is not responsible for orders that are delayed, returned, lost, or delivered incorrectly because of an inaccurate or incomplete address provided by the customer.

If a package is returned to us because of an incorrect address, failed delivery attempt, refusal, or other customer-related delivery issue, additional shipping charges may apply if the customer requests that the order be shipped again.

International Orders

We are pleased to offer international shipping to select destinations.

International customers are responsible for all costs associated with importing their order into the destination country. These costs may include, but are not limited to:

• Customs duties

• Import taxes

• VAT or similar taxes

• Brokerage or handling fees

• Customs clearance charges

• Other fees imposed by local governments, customs authorities, or shipping carriers

These charges are separate from the product price and shipping charges paid to ROUGH at checkout unless explicitly stated otherwise.

ROUGH does not control these charges and cannot guarantee or predict the amount that may be assessed. Customs regulations and import requirements vary by country, and customers are responsible for understanding the requirements that apply in their destination country before placing an order.

If customs duties, taxes, or other import charges are due, they are the responsibility of the recipient.

If an international shipment is refused, abandoned, or returned because the recipient does not pay required customs duties, taxes, or fees, the customer may be responsible for the original shipping cost, return shipping cost, customs charges, and any other costs incurred in returning the shipment to us. Any eligible refund will be issued only after these costs have been deducted.

Customs Delays

International shipments may be held or delayed by customs authorities.

Customs processing times vary by country and are outside of ROUGH's control. A customs delay does not qualify an order for a refund while the shipment remains in transit.

Customers are responsible for providing any information or documentation requested by the carrier or customs authority when necessary to complete delivery.

Returns

We accept eligible returns within 14 days of delivery.

To qualify for a return, the item must be:

• Unused and unworn

• In its original condition

• Free from damage, stains, marks, odors, or other signs of use

• Returned with its original packaging and any accessories included with the order

We reserve the right to decline a return or reduce the refund amount if an item is returned in a condition that prevents it from being resold as new.

To begin a return, please contact us within 14 days of the date your order was delivered. Returns sent without first contacting us may not be accepted.

Return Shipping

Unless the item arrived damaged, defective, or incorrect due to an error by ROUGH, customers are responsible for the cost of returning their order.

Original shipping charges are non-refundable.

For international returns, customers are also responsible for all return shipping charges and any customs, duties, taxes, brokerage fees, or other costs associated with returning the merchandise.

We recommend using a trackable shipping service when returning an item. ROUGH is not responsible for return packages that are lost or damaged before reaching us.

Refunds

Once we receive and inspect your return, we will determine whether it meets our return requirements.

Approved refunds will be issued to the original form of payment. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

Original shipping charges, customs duties, import taxes, brokerage fees, and similar charges are not refundable.

Final Sale and Personalized Items

Items identified as Final Sale at the time of purchase are not eligible for return or exchange.

Customized, personalized, or monogrammed products are also final sale and cannot be returned or exchanged unless they arrive damaged, defective, or materially different from what was ordered.

Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as reasonably possible and provide your order information along with photographs of the item and packaging.

We will review the issue and, when appropriate, arrange a replacement, refund, or other resolution.

Normal variations in leather, suede, hair-on-hide, and other natural materials are not considered defects. Differences in grain, texture, pattern, color, markings, and other natural characteristics make each piece unique.

Lost or Missing Packages

If your tracking information shows that your package is still in transit beyond the expected delivery window, please contact the shipping carrier or ROUGH so the shipment can be investigated.

If tracking shows that an order has been delivered but you cannot locate it, please first check the delivery area, household members, neighbors, building staff, or other secure locations where the carrier may have left the package.

ROUGH is not responsible for theft or loss occurring after a carrier has confirmed delivery to the shipping address provided at checkout. However, we will make reasonable efforts to assist customers with carrier inquiries when possible.

Refused and Unclaimed Shipments

Customers are responsible for accepting delivery of their orders.

Packages that are refused, left unclaimed, or returned to ROUGH because the customer did not complete required customs clearance may not qualify for a full refund.

Any shipping charges, return shipping fees, customs charges, duties, taxes, brokerage fees, or other expenses incurred as a result may be deducted from the amount refunded.

Exchanges

If you would like a different product or size, please contact us regarding availability. Depending on the circumstances, you may be asked to return your original order and place a new order.

Customers are responsible for applicable return and reshipping costs unless the exchange is required because ROUGH sent an incorrect or defective item.

Changes to This Policy

ROUGH reserves the right to update or modify this Shipping & Returns Policy from time to time. The policy in effect at the time an order is placed will generally apply to that order.

Contact Us

If you have questions regarding shipping, customs, a return, or an order you have already placed, please contact us and include your order number so we can assist you.