Return &
Refund Policy

1. Overview

This policy explains the process for requesting a return, reporting a damaged or incorrect item, and seeking a refund for purchases made through Rondue.com.

Return and refund requests are reviewed according to the product condition, order details and applicable consumer protection laws.

2. Return Eligibility

Before sending an item back, please contact our customer service team for confirmation and return instructions.

When reviewing a request, we may consider:

• Whether the item is unused and in its original condition.
• Whether original packaging, accessories and included parts are present.
• Whether proof of purchase or an order number is available.
• Whether the request meets the return conditions applicable to the item.

3. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or different from what you ordered, contact us as soon as reasonably possible.

Please include your order number, a description of the issue and clear photographs of the item and its packaging where relevant. This helps us assess the problem.

Depending on the circumstances and applicable law, we will explain the available resolution, which may include a replacement, repair or refund.

4. How to Request a Return

To start a return request, follow these steps:

1. Contact our customer service team with your order number.
2. Explain why you would like to return the item.
3. Share photographs or other details if requested.
4. Wait for our team to confirm eligibility and provide instructions.
5. Package the item securely and follow the confirmed return instructions.

Returns sent without prior contact may take longer to identify and process.

5. Refunds

If a refund is approved, it will normally be processed using the original payment method where possible. If that is not possible, our team will contact you to discuss an appropriate alternative.

The time taken for the refund to appear in your account may depend on your bank, card provider or payment service.

Any applicable refund amount, including delivery charges, will be determined according to the circumstances of the order and applicable law.

6. Return Shipping

Please contact us before arranging return shipping. Our team will confirm the return address and advise whether return shipping costs apply to your case.

Where an item is confirmed to be damaged, faulty or incorrectly supplied, we will explain the applicable return arrangements in line with our obligations under law.

7. Non-Returnable Items

Certain items may not be eligible for return for hygiene, safety or product-specific reasons, except where a return, replacement or refund is required by applicable law.

If your item has a specific return restriction, please check the product information or contact us before completing your purchase.

8. Contact Us

Need help with a return or refund? Contact our team with your order number and details of the issue.