Refund policy
Last updated: June 15, 2026
At Russo Apparel, your satisfaction matters. If something is not right with your order, we are here to help. This page explains your options and what to expect when requesting a return, exchange, or refund.
Return Window
You have 30 days from the date your order is delivered to request a return. The delivery date shown in your tracking confirmation is used as the starting point. Requests submitted after this window cannot be accepted.
Item Condition
To be eligible for a return, items must be:
- Unworn and unused
- In their original condition with no signs of wear or alteration
- Returned with all original tags, labels, and packaging included
Items that arrive defective, damaged in transit, or incorrect are exempt from these condition requirements.
Non-Returnable Items
The following cannot be returned or refunded:
- Items returned outside the 30-day window
- Items showing signs of wear, washing, or alteration
- Items returned without prior authorisation from our support team
- Items missing original tags or packaging
Return Scenarios
| Scenario | Eligible | Return shipping | Resolution |
|---|---|---|---|
| Defective item | Yes — contact us within 30 days with photos | Covered by Russo Apparel | Replacement or full refund |
| Damaged in transit | Yes — contact us within 48 hours with photos | Covered by Russo Apparel | Replacement or full refund |
| Wrong item received | Yes — contact us within 30 days with photos | Covered by Russo Apparel | Replacement or full refund |
| Change of mind | Yes — within 30-day window, item unused | Customer's responsibility | Full refund excl. return shipping |
| Wrong size selected | Yes — within 30-day window, item unworn | Customer's responsibility | Exchange or refund excl. return shipping |
| Order not delivered | Yes — after confirmed lost with carrier | Not applicable | Replacement or full refund |
| Cancellation before dispatch | Yes — contact us immediately | Not applicable | Full refund |
| Cancellation after dispatch | Not eligible — return after delivery | Customer's responsibility | Refund after return inspection |
How to Start a Return
All returns require authorisation before any item is sent back. Items returned without prior approval will not be accepted or refunded.
- Email support@russoapparel.com with your order number, the item you wish to return, and the reason. For defective, damaged, or incorrect items, include clear photos.
- Our team will review your request and respond within 24 hours on business days.
- If approved, we will send you the return address and full instructions.
- Pack the item securely in its original packaging with all tags and accessories included. We recommend a shipping method that includes tracking, as we cannot be held responsible for returns lost in transit.
- Ship the package to the address provided in your return authorisation.
Exchanges
We are happy to exchange an item for a different size or style. Contact us at support@russoapparel.com with your order number and what you would like instead. Exchanges are subject to stock availability. Once we confirm availability and receive your return, the replacement will be dispatched at no additional shipping cost.
Order Cancellations
To cancel an order, contact us immediately at support@russoapparel.com or call +13073363166. We process orders quickly and cannot guarantee cancellation once handling has begun. If successful before dispatch, a full refund will be issued within 5 business days. If already shipped, cancellation is no longer possible. You may return the item after delivery.
Refund Timeline
| Step | Timeframe |
|---|---|
| Return received and inspected | Within 1-2 business days of receipt |
| Refund issued to original payment method | Within 5 business days of approval |
| Refund visible in your account | Additional 3-10 business days depending on your bank |
Refunds are always issued to the original payment method. We do not issue store credit unless explicitly requested.
Return Shipping Summary
- Defective, damaged, or incorrect items: fully covered by Russo Apparel
- Change of mind or wrong size: customer's responsibility, non-refundable
- No restocking fees under any circumstances
Changes to This Policy
We may update this Return & Refund Policy from time to time. The most current version will always be published on this page.
Contact Information
Store name: Russo Apparel
Email: support@russoapparel.com
Phone: +13073363166
Company Address: 75 E 3RD ST, Sheridan, WY, 82801, USA
Warehouse Address: 1015 Remington Ct, Sheridan, WY 82801, USA
Support hours:
Monday to Friday: 9:00 AM to 5:00 PM CT
Saturday and Sunday: 10:00 AM to 4:00 PM CT
Response time: Within 24 hours