Refund policy

Refund, Return & Exchange Policy – Ronkane

At Ronkane, we want every customer to feel confident shopping with us. We offer a 30-day return policy from the date of delivery. All approved returns will come with step-by-step instructions, and customers can request a printable return label.

⚠️ Please note: Returns sent without prior approval will unfortunately be refused.

Contact

For questions about returns and refunds, please contact us:

📧 Email: help@ronkane.com
📞 Phone: +61 1800 930 414
📍 Address: 158 Gertrude Street, Fitzroy VIC 3065, Australia

Overview of the Policy

  • Return period: You may request a return within 30 days of delivery.

  • Refund processing: Once we receive and inspect your item, refunds will be issued to the original payment method within 7 business days.

  • Return costs: We cover the cost of return shipping for all eligible returns and exchanges.

  • Return label: To request a return label, email help@ronkane.com

  • Restocking fees: None

  • Exchanges: Yes — always accepted

How to Request a Return or Refund

  1. Contact customer service
    Email help@ronkane.com with your order number, the reason for the return, and photos if the item is damaged or incorrect.

  2. Receive return authorisation
    Our team will confirm your request and send you a downloadable pre-paid return label, along with full instructions.

  3. Prepare your package
    Repack the item securely in its original packaging, including all tags, labels, and accessories. Attach the return label.

  4. Ship the return
    Drop the package at your nearest Australia Post or approved courier service. Always keep proof of postage.

⚠️ Returns without prior authorisation cannot be accepted.

Return Policy

  • Items must be unused, unworn, unwashed, and in their original packaging.

  • Tags, labels, accessories, and documentation must be included.

  • Items must be in a condition suitable for resale.

Exceptions – Non-Returnable Items:

  • Personalised, customised, or made-to-order items.

  • Products removed from sealed packaging for hygiene reasons (e.g., underwear, socks).

  • Any items marked “non-returnable” on the product page.

Cancellations

Orders may be cancelled within 24 hours of purchase, provided they haven’t been processed or shipped. After shipment, cancellations are not possible, but you may request a return under this policy.

Change of Mind

If you change your mind, you can return your order within 30 days of delivery, following the standard procedure above.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us at help@ronkane.com within 7 days of delivery.

  • Include your order number, photos, and whether you’d prefer a replacement or refund.

We will arrange the return at no cost to you and resolve the issue promptly.

Exchanges

We’re happy to exchange eligible items within 30 days of delivery.

  • Exchanges may be for a different size, colour, or product.

  • Once we receive your return and inspect it, your replacement will be shipped free of charge.

Lost Packages

If your order does not arrive and the shipping address was correct, please contact us. We can arrange a replacement or issue a refund once we’ve confirmed non-delivery with the courier.

Refund Information

  • Processing time: Refunds are processed within 7 business days after approval.

  • Method: Refunds are always returned to the original payment method.

  • Currency: Refunds are issued in Australian Dollars (AUD).

  • Delayed refunds: If you do not receive your refund within 5 business days after confirmation, contact your bank or card provider. If the issue persists, email help@ronkane.com

  • Restocking fees: None.

Return Address

All approved returns must be sent to:

Ronkane – Returns Department
158 Gertrude Street
Fitzroy VIC 3065
Australia

Frequently Asked Questions (FAQ) – Returns & Refunds

1. What is the return period?
You can return your order within 30 days of receiving it.

2. Do I have to pay for return shipping?
No. All eligible returns and exchanges are free. Ronkane provides a pre-paid return label for every return.

3. How long does it take to get a refund?
Refunds are processed within 7 business days after we receive and inspect your return.

4. Can I exchange an item?
Yes. Exchanges are accepted within 30 days for eligible items.

5. What items cannot be returned?
Personalised items, customised products, and hygiene items like underwear or socks (if opened) are not returnable.

6. Can I cancel my order?
Orders can be cancelled within 24 hours if they haven’t been processed or shipped.

7. What if my order arrives damaged or incorrect?
Contact us within 7 days with your order number and photos, and we’ll arrange a free return plus a replacement or refund.

8. What happens if my package is lost?
If your package doesn’t arrive, we’ll either send a replacement or issue a refund once confirmed with the courier.

9. Do you charge restocking fees?
No, Ronkane never charges restocking fees.

Contact Us

If you have any questions or need assistance, our customer service team is here to help:

📧 Email: help@ronkane.com
📞 Phone: +61 1800 930 414
📍 Address: 158 Gertrude Street, Fitzroy VIC 3065, Australia

Customer Service Hours (AEST – Melbourne):

  • Monday to Friday: 9:00am – 5:00pm

  • Saturday & Sunday: 10:00am – 2:00pm

We aim to respond to all enquiries within 24 hours.

For more support, visit our Contact Us page.