Refund policy
Returns, replacements, and refunds
We want every ROHO order to arrive as promised. Because our catalog includes both downloadable resources and made-to-order physical products, eligibility differs by product type. Nothing in this policy limits rights that cannot legally be waived in your jurisdiction.
Digital products
Digital resources are generally final once access or download has been provided, except where required by law or when the file is defective, materially different from its description, or cannot be accessed after reasonable troubleshooting. If you experience a delivery or file problem, contact nicholas@roho.io with your order number. We will first try to restore access or provide a working file. If we cannot do so, we will provide an appropriate remedy.
Damaged, defective, misprinted, or incorrect physical items
Contact us within 30 days after delivery if an item arrives damaged, defective, misprinted, or different from what you ordered. Include the order number and clear photographs of the product and packaging. If the claim is validated, we will arrange a replacement or refund as appropriate. Do not mail the item to the production partner unless we give you written instructions.
Lost shipments
Contact us promptly if tracking indicates a shipment is lost or if it has not arrived after the stated delivery estimate. Claims may need to be submitted within 30 days after the estimated delivery date. We will review tracking and coordinate with the production partner before approving a replacement or refund.
Made-to-order products and ordering errors
Physical products are created specifically after an order is submitted. We do not accept returns or exchanges for a change of mind, an incorrectly selected product, color, or other customer ordering error, except where required by law. Review the product description and order details carefully before checkout.
Cancellations and changes
Contact us immediately if you need to request a cancellation or change. Once a physical order enters production or a digital product has been delivered, cancellation may no longer be possible. A request is not confirmed until ROHO responds in writing.
Approved refunds
Approved refunds are issued to the original payment method. Financial institutions may require additional processing time before a credit appears. Original shipping charges are not refundable unless the item was damaged, defective, misprinted, incorrect, or applicable law requires otherwise.
Before returning any product, email nicholas@roho.io for instructions. Returns sent without authorization, or sent to a production facility without instructions, may not be accepted.