Refund policy
Last updated: August 2026
At Roova, we want you to shop with confidence. We carefully select the products we offer and strive to provide a smooth shopping experience from the moment you place your order until it arrives.
If you experience a problem with your order or are not satisfied with your purchase, please contact us. We're happy to review your request and work toward an appropriate solution.
1. Returns
You may request a return within 30 days of receiving your order, provided that the item:
- Is unused and in its original condition.
- Is in its original packaging, where applicable.
- Has not been damaged, altered, or excessively used.
- Includes all accessories, parts, and other items supplied with the original order.
Some products may have specific return conditions or exclusions. Where applicable, these will be communicated on the relevant product page.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
For damaged or defective products, we recommend providing:
- Your order number.
- A description of the problem.
- Clear photographs or videos showing the issue.
- Photographs of the product packaging, where relevant.
After reviewing the information, we may offer a replacement, refund, or another appropriate resolution.
Please do not send an item back before contacting us and receiving return instructions.
3. Change-of-Mind Returns
If you change your mind about a purchase, you may request a return within the applicable return period, provided the product meets our return requirements.
Return shipping costs for change-of-mind returns may be the responsibility of the customer unless otherwise stated.
4. Non-Returnable Items
Certain products may not be eligible for return due to their nature, hygiene requirements, personalization, or other applicable restrictions.
These may include:
- Personalized or customized products.
- Products that cannot reasonably be returned for hygiene or safety reasons.
- Items that have been used, damaged, or altered after delivery.
- Gift cards or other items specifically identified as non-returnable.
Any product-specific exclusions will be communicated where applicable.
5. How to Request a Return or Refund
To request a return or refund, contact us through our Contact Us page or email:
General enquiries:
info@shoproova.com
Additional support:
support@shoproova.com
Please include your order number, the reason for your request, and any relevant photographs or other supporting information.
Our team will review your request and provide further instructions if a return is required.
6. Return Shipping
If a return is required because you received a damaged, defective, or incorrect item, Roova will review the circumstances and determine the appropriate return-shipping arrangement.
For returns due to a change of mind or other reasons unrelated to an error or defect, the customer may be responsible for return shipping costs.
7. Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
If your refund is approved, the applicable amount will be refunded to your original payment method.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.
8. Partial Refunds
In certain circumstances, Roova may offer a partial refund where an item has a minor issue that does not prevent normal use.
Any partial refund will be determined based on the individual circumstances of the order.
9. Late or Missing Refunds
If you have been notified that your refund has been processed but it has not yet appeared in your account:
- Check your original payment account.
- Contact your bank or payment provider.
- Allow additional processing time where applicable.
- If the refund still does not appear, contact us at info@shoproova.com or support@shoproova.com.
10. Exchanges
Where appropriate and subject to availability, Roova may offer a replacement or exchange for damaged, defective, or incorrectly supplied products.
If the original product is unavailable, we may provide a refund or another suitable resolution.
11. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests. However, cancellation may not be possible once an order has been processed, dispatched, or otherwise entered the fulfillment process.
If an order has already been shipped, the standard return procedure may apply.
12. Lost Orders
If your order appears to have been lost during transit, please contact us with your order details.
We will investigate the matter with the relevant shipping carrier or fulfillment provider and determine an appropriate resolution based on the circumstances.
13. International Returns
For international orders, returns may be subject to additional shipping costs, customs requirements, duties, taxes, or other charges.
Customers are responsible for complying with applicable return requirements unless otherwise required by applicable law or the return is attributable to an error on our part.
14. Changes to This Policy
Roova reserves the right to update or modify this Refund & Return Policy from time to time.
Any changes will be posted on this page with an updated revision date.
15. Contact Us
If you have questions about this Refund & Return Policy or need assistance with a return or refund, please contact us:
Contact Us: Through the Contact Us page on our website
Email: info@shoproova.com
Additional Support: support@shoproova.com
Please include your order number whenever contacting us about an existing order so that we can assist you as efficiently as possible.
Thank you for choosing Roova.