Return & Cancellation Policy

1. Scope and Applicability

This Return & Cancellation Policy applies to all orders placed with ROHO Apparel (“ROHO”) by business customers, including wholesale, imprint, private label, and OEM orders.

ROHO operates on a business-to-business (B2B) basis. Consumer return rights under EU distance selling rules do not apply to B2B transactions unless explicitly agreed in writing.

2. Custom and Made-to-Order Products

Products that are custom-made or produced to customer specifications are non-returnable and non-refundable.

This includes, but is not limited to:
• printed or embroidered items
• private label or OEM products
• custom Pantone colours
• custom sizing, labelling, or packaging
• any production started based on customer approval

Once production has commenced, orders cannot be cancelled or modified.

This is in line with EU law, which excludes custom-made goods from standard withdrawal and return rights.

3. Blank / Unbranded Products

Returns of blank or unbranded products may be accepted only if all of the following conditions are met:

• the request is made in writing within 7 calendar days of delivery
• the products are unused, unwashed, and unaltered
• the products are returned in original condition and packaging
• the return has been approved by ROHO in advance

Approved returns are subject to inspection upon receipt.

ROHO reserves the right to reject returns that do not meet these criteria.

4. Defects and Non-Conformity

If products are received with a manufacturing defect or do not conform to the agreed specifications, the customer must notify ROHO in writing within 5 business days of delivery.

Claims must include:
• order reference
• description of the issue
• photographic evidence

If a defect or non-conformity is confirmed, ROHO will, at its discretion:
• replace the affected items, or
• issue a credit note, or
• refund the affected portion of the order

Normal variations within agreed tolerances, including measurement tolerances and minor colour variation, do not constitute defects.

5. Returns Process

No products may be returned without prior written approval from ROHO.

Approved returns must be shipped at the customer’s expense unless the return is due to a confirmed defect or error by ROHO.

Returned goods remain the responsibility of the customer until received and inspected by ROHO.

6. Refunds and Credits

Refunds, where applicable, are issued only after returned goods have been received and approved.

Refunds are processed using the original payment method or issued as a credit note, at ROHO’s discretion.

Shipping costs, duties, and taxes are non-refundable unless otherwise agreed.

7. Cancellation Before Production

Orders may be cancelled only before production has commenced and only with written confirmation from ROHO.

Any costs already incurred (including sampling, materials, or setup) may be invoiced.

8. Governing Law

This policy is governed by Danish law and interpreted in accordance with applicable EU regulations for B2B transactions.

9. Contact

For return or defect enquiries, contact:
Email: contact@roho-apparel.com

Please include your order reference in all correspondence.