Last updated: July 2026
At Roos Design Studio, we take great care in creating and packaging every order. Your satisfaction is important to us, and we strive to ensure that every purchase meets your expectations.
Please read the following policy carefully before placing an order.
Digital Downloads
Due to the nature of digital products, all digital download sales are final.
Once a digital file has been delivered, made available for download, or accessed, we are unable to offer:
- Refunds
- Returns
- Exchanges
- Order cancellations
This policy exists because digital products cannot be returned after delivery.
If you experience any issues downloading your files or believe you have received the wrong file, please contact us. We will be happy to help resolve the problem as quickly as possible.
Physical Products
We carefully inspect every product before it leaves our studio.
If your order arrives damaged, defective, or you receive the incorrect item, please contact us within 14 days of delivery.
When contacting us, please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Photographs of the packaging (if applicable)
This information helps us resolve your claim quickly.
Depending on the situation, we may offer:
- A replacement item
- A partial refund
- A full refund
- Another suitable solution
Returns
Eligible physical products may be returned within 14 days of receiving your order, provided they meet the following conditions:
The item must:
- Be unused
- Be in its original condition
- Be returned in its original packaging where possible
- Show no signs of damage caused after delivery
Returned items that do not meet these conditions may not be eligible for a refund.
Please contact us before returning any item so we can provide return instructions.
Return Shipping
Unless an item is faulty, damaged, or incorrect, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping service, as we cannot be responsible for returned parcels that are lost in transit.
Original shipping costs are generally non-refundable unless required by applicable consumer protection laws.
Custom & Personalised Products
Because custom-made and personalised products are created specifically for you, they cannot be cancelled, returned, or exchanged once production has begun.
Exceptions apply only where the item:
- Arrives damaged
- Contains a manufacturing defect
- Differs significantly from the approved design or product description
Lost or Delayed Orders
While we work with reliable shipping partners, delivery times are estimates and may occasionally be affected by factors outside our control, including customs processing, weather conditions, public holidays, or carrier delays.
A delayed parcel does not automatically qualify for a refund.
If you believe your parcel has been lost, please contact us. We will work with the shipping carrier to investigate and help resolve the issue.
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address at checkout.
If an order is returned to us because of an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.
If the parcel cannot be recovered, a refund may not be possible.
Order Cancellations
Physical Products
Orders for physical products may be cancelled before production or shipment begins.
If your order has already entered production or has been dispatched, cancellation may no longer be possible.
Digital Downloads
Digital download orders cannot be cancelled once the files have been delivered or made available for download.
Refund Processing
If your refund is approved, it will be issued to the original payment method used when placing the order.
Please allow several business days for your payment provider or bank to process the refund after it has been issued.
Processing times may vary depending on your financial institution.
Gift Cards
If Roos Design Studio offers digital or physical gift cards, the following terms will apply:
- Gift cards are non-refundable and cannot be redeemed for cash, except where required by applicable law.
- Gift cards may only be used to purchase eligible products available on the Roos Design Studio website.
- Gift cards cannot be used to purchase additional gift cards unless otherwise stated.
- Any remaining balance will remain available until it has been used in full or expires, if an expiry date applies.
- Lost, stolen, damaged, or unauthorized use of gift cards cannot be replaced or refunded.
- Roos Design Studio reserves the right to refuse, cancel, or suspend gift cards where fraud, misuse, or unauthorized activity is suspected.
Non-Refundable Items
The following items are generally not eligible for refunds unless they arrive damaged or defective:
- Digital downloads
- Personalised products
- Custom-made products
- Gift cards (if offered)
- Items marked as final sale
Consumer Rights
Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.
Where local laws provide additional rights, those rights will apply.
Contact Us
If you have any questions regarding your order or this Refund Policy, please contact us through our email info@roosdesignstudio.com or through our Contact page.
We are always happy to help and will do our best to resolve any issues promptly and fairly.