Refund policy
Returns
You may return products purchased from us within 14 days from the date you receive your parcel. To initiate a return, log in to your account and use the quick return option.
Select items to return
Return all or only selected products from your order list. You have 14 days to initiate the return.
Provide shipment details
Verify the information automatically retrieved from your order and complete any missing details, such as the shipping method, packaging type, and dispatch date.
Pack and send the parcel
Pack the items in the original or another suitable box. Hand the parcel to the courier or drop it off at a parcel locker or authorised drop-off point. The products will be returned to our warehouse.
You can also send the return to the address below:
Return address:
Rough Builds
ul. Łazówka 7C
34-100 Wadowice
+48 533 238 065
Please remember to include the receipt and the withdrawal form inside the parcel. You can download the withdrawal form here: Withdrawal Form. If you use a different form, be sure to include your bank account number and fill in your full name clearly. This will accelerate the refund process.
You may also send the withdrawal form via e-mail to: roughbuilds.shop@gmail.com.
The 14-day return period is determined by the date the e-mail with the completed withdrawal form is sent or the date the return parcel is shipped. Returned goods must be complete (including all tags) and free from signs of use. If we receive an item that does not meet these conditions, we will have to return it to you at your expense.
We issue refunds no later than 14 days after receiving the returned parcel. The refund method depends on the payment type selected during checkout. If the order was paid via instant bank transfer, the refund will be issued in the same way. In the case of a partial return, shipping costs are not refunded.
Return shipping costs are borne by the Customer. If an order was paid for but not collected, we refund the order value minus the cost of the return shipment.
Complaints
If the product you purchased turns out to be faulty, damaged, or inconsistent with your order, we will be happy to assist you in resolving the issue. Below is our complaint procedure:
-
Contact us using one of the available methods (contact form, e-mail, helpline).
Helpline (Monday–Friday, 11:00–17:00): +48 533 238 065
E-mail: roughbuilds.shop@gmail.com -
Describe the issue in detail and attach all relevant information and documents, such as your order number, receipt, or invoice.
-
We will respond to your claim as soon as possible and provide further instructions for the complaint process.
-
If the complaint is accepted, we will work to resolve the issue in the most beneficial way for you. This may include product replacement with a new one, repair, refund, or another form of compensation.
Complaint address:
Rough Builds
ul. Łazówka 7C
34-100 Wadowice
+48 533 238 065
A detailed return and complaint policy is available here.
If you have any questions regarding returns or complaints, please contact our customer support team at: roughbuilds.shop@gmail.com. We are here to help and to ensure you have the best possible shopping experience.
