Returns and Refunds

Customer satisfaction is our top priority. If you wish to return an item or request a refund, we accept returns and refunds. To request a return or refund, please follow these guidelines:

Return Policy

Eligibility

Eligible items must be returned within 60 days of the delivery date. Returns outside this period will not be processed.

Non-Returnable Items

The following items cannot be returned:

  • Items showing signs of wear, washing, or alteration.
  • Items without original tags.
  • Items with minor, easily fixable flaws (e.g., loose threads).
  • Items that have been altered in any way.
  • Items that are flawed in any way compared to the original, unless the condition is due to our fault.

Return Shipping Costs

  • Company Error: In case of a company error (e.g., a defective or incorrect item), we will cover all return shipping costs and offer a full refund or exchange.
  • Customer Request: For returns due to a change of mind, both return shipping costs and a restocking fee will apply. These costs will be borne by the customer. Please note that original shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.

Return Process

1. Contact Customer Service

Email us at kontakt@rottsento.com with the following information:

  • Your order number
  • A brief description of the issue with your order
  • Clear photos of the issue

2. Obtain Return Authorization

Our team will review your request. If eligible, you will receive a prepaid return label via email.

Once our team has approved your return, please repackage the products and send them to ROTTSENTO's address: Heinkelstraße 10, 71634 Ludwigsburg

Important: Returns without prior authorization may not be processed correctly. Please contact customer service to initiate the return process. Please DO NOT automatically return the package without email confirmation, as we cannot be held liable for lost returns.

Please note that the item must be in its original condition, with no signs of wear or washing, and all original tags must still be attached.

Refunds

Refund Eligibility

We grant refunds to customers under the following circumstances:

  • Items received are incorrect/damaged/defective, we will issue a full refund.
  • The item is the wrong size than what was ordered, we will issue a full refund.
  • Items are lost, the order status is successful, but you have not yet received the package. We will recheck this. If the item is lost/accidentally shipped during transit, we will issue a full refund.
  • Customers have changed their mind and no longer wish to receive the product. In this case, we accept returns and refunds. However, the return fee will be deducted from your refund amount, and the original shipping costs are non-refundable.

Refund Process

  • Refunds will be issued to your original payment method.
  • Upon receipt and inspection of your returned item/refund request, we will send you a confirmation email. Please allow up to 2 business days for the refund to be processed.

Estimated Refund Time

After we process your refund, financial institutions may take a few additional days to credit the money to your account.

If your refund does not appear in your account 15 days after receiving the refund notification, please contact your bank or credit card provider before contacting us at kontakt@rottsento.com.

Exchanges

  • We offer exchanges for eligible items. If you wish to exchange an item for a different size, color, or model, please contact our customer service team with your order details and the desired exchange information. Our team will guide you through the exchange process and provide further instructions.
  • Order changes are only possible if the order has not yet been shipped. Once an order has left our warehouse and is on its way to your address, the option to change the order is no longer available.
  • Please note that exchanges are subject to availability. If the desired item is not available, we will help you find a suitable alternative or arrange a refund.

Restocking Fee

Currently, we do not charge a restocking fee for returns.

Thank you for your understanding. Please contact us if you have any questions.