Refund policy
We want everything from RoHaus & Co. and Long Story Long to feel like it was worth the wait. If something isn't right, this page explains how refunds, returns, and cancellations work. Nothing here limits your statutory rights under Dutch and EU consumer law.
Effective July 2026. RoHaus & Co. is based in the Netherlands.
Shop orders (stickers, hats, and other physical goods)
- Change of mind: if you are in the EU, you may withdraw from your purchase within 14 days of receiving it, no reason needed. Email us within that window, then send the item back within 14 days of letting us know. Return shipping for change-of-mind returns is at your cost.
- Condition: items should come back unused and in their original condition and packaging where possible.
- Your refund: we refund the item price plus standard original shipping within 14 days of receiving the return (or proof you have shipped it), to your original payment method.
- Damaged, misprinted, or lost: write to us within 30 days of delivery (or expected delivery) with a photo if you have one. We will replace it or refund you in full, including shipping. This never costs you anything.
Long Story Long subscriptions (Substack)
- Free subscriptions can be cancelled anytime in your Substack account. Nothing is ever charged.
- Paid subscriptions are billed securely by Substack (via Stripe) under Substack's terms. You can cancel anytime; you keep access until the end of your current billing period, and you will not be charged again.
- Changed your mind? If you upgrade to paid and regret it within 14 days of your first charge, email us and we will arrange a refund.
- Partial periods: beyond that 14-day window we do not refund the remainder of a billing period already underway, except where the law requires it.
Pledges
- A pledge costs nothing today. Your card is only charged when paid subscriptions switch on (October 2026), and Substack emails you when that happens.
- You can reduce or cancel a pledge anytime before it converts, straight from your Substack account.
- Once a pledge converts, it becomes a regular paid subscription and the section above applies, including the 14-day change-of-mind window from the first charge.
Gift cards
- Gift cards do not expire and are not refundable or redeemable for cash, except where the law requires it.
Consulting and services
- Booked sessions can be rescheduled free of charge up to 48 hours in advance.
- If you cancel before we have started work, we refund you in full. Once work is underway, we refund whatever portion has not yet been delivered. Completed work is non-refundable.
Paper Trails on Kickstarter
- Kickstarter pledges are handled by Kickstarter under Kickstarter's own terms, not through this shop. Once the campaign ends we will publish return details for the finished decks here.
Address errors
- Please double-check your shipping address at checkout. If a parcel is already on its way to an old or mistyped address we cannot refund it, but write to us and we will always look for a fix together.
How to reach us
For refunds, returns, cancellations, or anything unclear, email hello@rohausandco.com. We reply within 1 to 2 business days.
