Changed your mind? Let's sort it.

Our approach to returns

At Ragu Shop, we want customers to receive products that match their order and the information displayed on our website.

Eligible products may be returned in accordance with this Policy. Unless a different return condition is clearly disclosed for a particular product, a return request should be submitted within 7 calendar days from the date of delivery.

A return request does not automatically mean that the product has been accepted for return. The item may be subject to verification and quality inspection before the return, replacement or related refund is approved.

When you may request a return

Subject to the conditions in this Policy, a return request may be considered in cases such as:

The product should come back properly

For ordinary eligible returns, the product should generally satisfy the following conditions:

• The return request is submitted within the applicable return window.
• The product has not been worn beyond reasonable inspection or trial.
• The product has not been washed, altered, stitched, ironed, damaged or modified by the customer.
• Original tags, labels and brand tags remain attached where supplied.
• Original accessories, components, packaging and promotional items supplied with the product are returned where applicable.
• The item does not contain stains, perfume, deodorant, makeup marks, body odour or other signs of extended use.
• The returned item corresponds with the product originally supplied against the relevant order.

When a voluntary return may be declined

Subject to mandatory consumer rights, a voluntary or change-of-mind return may not be accepted in circumstances including:

Received something that isn't right?

If you receive a damaged, defective, incomplete or incorrect product, contact us as soon as reasonably possible within the applicable return period.

To help us review the issue, we may request photographs or video showing the product, packaging, tags, shipping label and the relevant problem.

Once reviewed, we may arrange an eligible replacement, return or refund depending on the circumstances, product availability and applicable law.

Choosing the right size

Customers should review available size information before placing an order. Measurements and fit may vary between designs, fabrics and manufacturers.

If a size different from the size ordered is delivered, the issue will be treated as an incorrect-item case.

If the correct ordered size is delivered but the customer wishes to change size due to fit preference, the request may be considered as an ordinary return or exchange request, subject to availability and the conditions of this Policy.

About minor visual differences

Product photographs are intended to represent the item as accurately as reasonably possible. Minor colour differences can occur because of lighting, photography, screen calibration, display settings, fabric texture or dye variations.

Minor differences that do not materially change the product may not by themselves indicate a defect.

This does not affect your rights where a product is materially different from the characteristics, colour, design or features advertised or agreed.

A simple return process

Sending the product back

Where reverse pickup is available for an approved return, we may arrange collection from the eligible serviceable address.

If reverse pickup is not available, our support team may provide reasonable instructions for returning the item through another method.

Where a return is required because we supplied an incorrect, materially defective or damaged product, reasonable eligible return-shipping costs will not be imposed on the customer, subject to verification.

For a voluntary return based only on preference or fit, applicable return-shipping or pickup costs may be the customer's responsibility where disclosed and legally permitted.

What happens after we receive it

Returned products may undergo a quality inspection to confirm the item, condition, tags, accessories, packaging and the reason stated in the return request.

If the returned product does not satisfy the applicable conditions and no statutory defect or other mandatory consumer remedy applies, the voluntary return request may be declined.

Prefer a replacement?

Where an eligible replacement or size exchange is requested, fulfilment will depend on product and size availability.

If the requested replacement is unavailable, we may offer another resolution such as an eligible refund in accordance with our Refund & Cancellation Policy and applicable law.

A replacement item may itself be subject to verification and availability before dispatch.

When a return leads to a refund

Where a refund is approved following an eligible return, the refund will be processed in accordance with our Refund & Cancellation Policy.

Refund processing generally begins only after the return has been received and the applicable inspection or verification has been completed, unless a different remedy is required by law.

After a refund is initiated, the time taken for the amount to appear in the customer's bank account or payment instrument may depend on the relevant bank, payment provider or payment method.

When delivery arrives too late

Where goods are delivered later than a stated delivery schedule, available remedies will be considered in accordance with applicable law, our Shipping Policy and the circumstances of the delay.

Different treatment may apply where delay results from force majeure or events beyond reasonable control, as recognised under applicable law.

Fair use of the return process

We may review return activity where there are reasonable signs of fraud, substitution, tampering, repeated misuse, false claims or abuse of the return process.

A return may be rejected where the item sent back is not the product originally supplied, has been intentionally damaged, materially altered or otherwise does not correspond with the approved return request.

This provision will not be used to deny a legitimate consumer remedy merely because a customer has previously exercised lawful return or grievance rights.

Updates to this Return Policy

We may update this Return Policy to reflect changes in our products, logistics, operational practices or applicable legal requirements.

The current version may be published on this page with a revised "Last Updated" date.

The policy applicable to an order will remain subject to mandatory consumer rights and the circumstances existing when the relevant transaction took place.