Refund policy
Last updated: August 9, 2026
Thank you for shopping with Robaoa. We want you to feel confident when purchasing from us. This Returns & Refund Policy explains when an item may be returned or exchanged, the condition required for a return, who is responsible for return shipping costs, and how refunds are processed.
This policy applies to eligible purchases made through Robaoa at robaoa.com.
1. 30-Day Return Policy
Robaoa accepts eligible returns requested within 30 days from the date your order is delivered.
To request a return, please contact our customer support team before sending any item back.
Email: help@robaoa.com
Please include your order number and the reason for your return request.
Returns sent without first contacting Robaoa may experience delays in identification and processing.
2. Return Eligibility
To qualify for a return under our standard 30-day return policy, items must generally be:
- Unworn;
- Unused;
- Unwashed;
- Free from stains, makeup, deodorant, perfume, body products, or other signs of use;
- In their original condition;
- Returned with all original tags attached where supplied;
- Returned with original accessories or components where applicable; and
- Suitable for resale.
Customers may reasonably inspect or try on eligible clothing to determine fit, provided the item is not worn beyond what is reasonably necessary to assess it and remains in returnable condition.
Robaoa reserves the right to refuse a return under our voluntary 30-day policy where an item shows signs of wear, washing, alteration, misuse, damage caused after delivery, contamination, or other conditions that make it unsuitable for resale.
3. How to Request a Return
To begin a return request, contact:
Please provide:
- Your full name;
- Your order number;
- The item or items you wish to return;
- The reason for the return; and
- Photographs where the item is damaged, defective, or incorrect.
Our customer support team will review your request and provide return instructions and the applicable return address.
4. Return Method
Eligible returns are accepted by mail.
Robaoa does not currently accept in-person returns at our registered office.
Customers must contact us before returning an item so that we can provide the appropriate return instructions and return address.
Please do not send returns to the company registered office unless Robaoa customer support specifically instructs you to do so.
5. Return Address
The return address will be provided after your return request has been reviewed and approved.
Return locations may depend on the item, order, and return circumstances.
To obtain the correct return address, contact:
Please do not return an item to an address shown on a shipping label or package without first receiving return instructions from Robaoa.
6. Change-of-Mind Returns
Eligible products may be returned within 30 days of delivery if you change your mind, order the wrong size, no longer want the item, or otherwise wish to return an eligible product for a non-defective reason.
For change-of-mind returns under our standard return policy:
- The customer is responsible for return shipping costs;
- The item must meet the applicable return condition requirements;
- No restocking fee is charged; and
- Original shipping charges are generally non-refundable, except where required by applicable law.
7. Return Shipping Costs
Change-of-Mind Returns
If you return an eligible product because you changed your mind, ordered the wrong size, selected the wrong item, or for another non-defective reason, you are responsible for the cost of returning the item.
We strongly recommend using a tracked shipping service when returning an item.
Robaoa is not responsible for a customer return package that cannot be verified as delivered to the return location.
Damaged, Defective, or Incorrect Items
If the item is confirmed to be damaged, defective, or incorrectly supplied by Robaoa, Robaoa will be responsible for reasonable return shipping costs.
Depending on the circumstances, we may provide a prepaid return label or provide instructions for reimbursement of reasonable approved return shipping costs.
Please contact us before returning a damaged, defective, or incorrect item.
8. No Restocking Fee
Robaoa does not charge a restocking fee for eligible returns.
This means we do not deduct a fixed restocking fee or percentage-based restocking fee from an otherwise eligible refund.
9. Exchanges
Robaoa accepts eligible exchange requests within 30 days of delivery.
Exchanges may be requested for reasons such as:
- A different size;
- A different available color; or
- Replacement of a damaged, defective, or incorrect item.
All exchanges are subject to product availability.
If the requested replacement item is unavailable, we may offer another available option or process an eligible refund to the original payment method.
Please contact: help@robaoa.com before returning an item for exchange.
10. Swimwear Returns
Swimwear may be returned within the applicable return period only when it meets our hygiene and return condition requirements.
For an eligible swimwear return:
- The item must be unworn;
- The item must be unwashed;
- Original product tags must remain attached where supplied;
- The hygiene liner, hygiene strip, or hygiene seal must remain fully attached and intact;
- The hygiene protection must not have been removed and reattached; and
- The item must remain in its original returnable condition.
For hygiene reasons, swimwear that has had its hygiene protection removed, damaged, altered, or detached may not be eligible for a change-of-mind return.
This restriction does not affect any rights you may have where an item is faulty, damaged, incorrectly supplied, or where applicable consumer law provides otherwise.
11. Intimate and Hygiene-Sensitive Items
Certain intimate or hygiene-sensitive products may not be eligible for a change-of-mind return once a hygiene seal or protective packaging has been opened, removed, or compromised.
Where a hygiene seal or hygiene liner is provided, it must remain intact for a voluntary change-of-mind return unless applicable consumer law requires otherwise.
Faulty, damaged, or incorrectly supplied products remain subject to applicable consumer rights.
12. Sale and Final Sale Items
Products clearly identified as Final Sale are not eligible for voluntary change-of-mind returns or exchanges.
This restriction does not remove any mandatory rights that apply where a product is:
- Faulty;
- Damaged;
- Not as described;
- Incorrectly supplied; or
- Otherwise protected by applicable consumer law.
A promotional or reduced price does not remove rights that cannot legally be excluded.
13. Non-Returnable Items
The following products may be excluded from voluntary change-of-mind returns where permitted by applicable law:
- Items marked Final Sale;
- Intimate items where applicable hygiene protection has been removed or compromised;
- Swimwear with removed or compromised hygiene liners or hygiene seals;
- Items that have been worn beyond reasonable fitting;
- Washed items;
- Altered items;
- Items damaged by the customer after delivery;
- Items showing stains, perfume, makeup, deodorant, body products, or other signs of use; and
- Items returned outside the applicable return period, except where required by law.
14. Damaged or Defective Products
If you receive an item that is damaged or defective, please contact us as soon as reasonably possible.
Email: help@robaoa.com
Please provide:
- Your order number;
- A description of the issue;
- Clear photographs showing the defect or damage; and
- Photographs of the packaging where relevant.
Once the issue has been reviewed and confirmed, Robaoa will provide an appropriate solution, which may include:
- A replacement;
- An exchange; or
- A refund.
Robaoa will cover reasonable return shipping costs for eligible confirmed damaged or defective products.
15. Incorrect Items
If you receive a product, size, color, or other item that is different from what you ordered, please contact us.
Email: help@robaoa.com
Please provide:
- Your order number;
- The item you ordered;
- The item you received; and
- Clear photographs of the item received.
Where Robaoa confirms that an incorrect item was supplied, we will arrange an appropriate replacement, exchange, or refund and will be responsible for reasonable return shipping costs where a return is required.
16. Missing Items
Some orders may be delivered in more than one package.
Before reporting an item as missing, please check your shipping confirmation and tracking information to determine whether another package is still in transit.
If all shipments have been delivered and an item is still missing, contact:
Please provide your order number and details of the missing item.
17. Refund Processing
Once your eligible return has been received, we will inspect the returned item and process the return.
Approved refunds are normally processed within 7 calendar days after we receive and review the returned item.
Refunds are issued to the original payment method used for the purchase.
Robaoa does not normally issue refunds to a different card, bank account, or payment method unless required by the payment provider or applicable law.
18. When Will the Refund Appear?
After Robaoa issues a refund, additional processing time may be required by your bank, card issuer, Shopify payment provider, Klarna, or other payment provider before the funds appear in your account.
This payment-provider processing time is outside Robaoa's direct control.
If Robaoa has confirmed that your refund has been issued but you have not received it after a reasonable period, please contact your payment provider first and then contact us if further assistance is required.
19. Original Shipping Charges
For voluntary change-of-mind returns made under Robaoa's standard 30-day return policy, the original shipping charge is generally non-refundable.
Where applicable law requires Robaoa to refund standard delivery charges, those legal requirements will apply.
Additional or optional delivery costs, where applicable, may be treated differently in accordance with applicable law.
20. Partial Refunds
In circumstances permitted by applicable law, a refund may be reduced where the value of a returned item has been reduced because of handling or use beyond what is reasonably necessary to inspect the item.
Robaoa will not impose arbitrary deductions or restocking fees.
Any deduction, where legally permitted, will relate to the actual condition or reduction in value of the returned product.
21. Return Packages Lost in Transit
For customer-paid change-of-mind returns, we recommend using a tracked and reliable return shipping service.
Keep your return receipt and tracking information until your return and refund have been completed.
If a returned parcel cannot be verified as delivered to the return location, we may be unable to process the return until delivery can be confirmed.
22. Order Cancellation Before Shipment
Orders may be cancelled before they have been dispatched.
To request a cancellation, contact:
Please include your order number.
We recommend contacting us as soon as possible because orders may begin processing shortly after they are placed.
23. Cancellation After Shipment
Once an order has been dispatched, Robaoa normally cannot intercept or cancel the shipment while it is in transit.
If the order has already shipped and you no longer want the product, please receive the order and then follow the applicable return process described in this policy.
An eligible refund will be processed after the applicable return requirements have been completed.
24. Out-of-Stock Items
If an item becomes unavailable after an order has been placed, Robaoa will contact the customer.
Depending on the circumstances, the customer may choose to:
- Wait for the item to become available; or
- Receive a refund for the unavailable item.
We will not require a customer to accept a substitute product that they did not order.
25. Refunds for Orders Paid With Klarna or Other Payment Services
If your order was paid using Klarna or another supported payment service, approved refunds will be submitted through the original payment method.
The payment provider may separately adjust, cancel, or refund your payment schedule according to its own processing procedures.
Please continue to follow any payment obligations shown by your payment provider until the provider confirms that your refund or payment adjustment has been completed.
26. Gifts
If an eligible product was purchased as a gift, the normal return requirements still apply.
Unless otherwise required by law or agreed by Robaoa, refunds are issued to the original payment method used to purchase the order.
27. UK Statutory Cancellation Rights
Nothing in Robaoa's voluntary 30-day return policy is intended to restrict mandatory consumer rights that apply under UK law.
Where the applicable UK distance-selling rules apply, eligible consumers generally have the right to notify us that they wish to cancel an eligible online purchase within 14 days after receiving the goods.
After giving valid notice of cancellation, the consumer generally has a further 14 days to return the eligible goods.
In these circumstances, statutory refund requirements may include the cost of standard outbound delivery where required by law.
Consumers may inspect eligible products in a manner reasonably comparable to how they could inspect them in a physical shop. Where permitted by law, a reduction may apply if the value of the goods has been reduced by handling beyond what was reasonably necessary to establish their nature, characteristics, or suitability.
Certain statutory exceptions may apply, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons once the relevant seal has been broken after delivery.
28. Consumer Rights in Other Countries
Robaoa sells to customers in the United States, United Kingdom, Canada, and Australia.
Nothing in this policy is intended to exclude, restrict, or replace any mandatory consumer rights that cannot legally be excluded under the laws applicable to a customer's purchase.
Where this policy provides less protection than a mandatory consumer law, the applicable mandatory consumer protection requirement will apply.
29. Proof of Purchase
We may ask you to provide proof that the item was purchased from Robaoa before processing a return, exchange, replacement, or refund.
Acceptable information may include:
- Your Robaoa order number;
- Your order confirmation email;
- The email address associated with your order; or
- Other reasonable evidence showing that the product was purchased from Robaoa.
30. Return Abuse or Fraud
Robaoa reserves the right to review return requests where there is reasonable evidence of fraud, abuse, manipulation, or misuse of our return process.
This does not affect mandatory consumer rights.
31. Contact Us About a Return or Refund
If you have questions about a return, exchange, refund, damaged product, or incorrect order, please contact Robaoa Customer Support.
Email: help@robaoa.com
Phone: +44 7441 484799
Customer Service Hours:
Monday–Friday
9:00 AM–5:00 PM London time
Typical Email Response Time:
24–48 hours
Online chat support is also available through our website when the service is available.
32. Company Information
Brand: Robaoa
Legal Company: OZAOA LTD
Company Number: 16623048
Registered Office:
FLAT 2 HAYESEND HOUSE
BLACKSHAW ROAD
LONDON
ENGLAND
SW17 0DH
United Kingdom
Customer Support Email: help@robaoa.com
Customer Support Phone: +44 7441 484799
33. Changes to This Policy
Robaoa may update this Returns & Refund Policy from time to time to reflect changes to our operations, customer service procedures, legal requirements, or business practices.
When this policy is updated, the revised version will be published on this page and the "Last updated" date will be changed.
We encourage customers to review this policy before making a purchase or requesting a return.