Refund policy

At ROVA, we want you to shop with confidence. This policy explains when products may be returned, exchanged, replaced, or refunded.

Nothing in this policy limits any rights available to you under applicable law.

1. Return Eligibility

You may request a return, replacement, exchange, or refund within 4day of delivery if the product:

• Arrives damaged, defective, broken, or non-functional
• Is incorrect, missing, or materially different from what you ordered
• Has a manufacturing defect
• Is eligible for return under the relevant product listing and meets the conditions below

To qualify for a return, products should generally be:

• Unused, unworn, unwashed, and in original condition
• Returned with original tags, accessories, manuals, inserts, labels, freebies, and packaging
• Free from damage caused after delivery
• Accompanied by valid order details or proof of purchase
• Reported within the applicable return timeframe

2. Non-Returnable Items

Unless the product is damaged, defective, incorrect, or otherwise required by applicable law, the following may not be eligible for return, refund, or exchange:

• Opened, used, seal-broken, or hygiene-sensitive beauty, skincare, cosmetic, grooming, or personal-care products
• Consumables, refill products, or items with broken safety seals
• Products that have been assembled, installed, customised, altered, or used
• Products damaged because of misuse, accidents, negligence, improper handling, or failure to follow product instructions
• Clearance, final-sale, or explicitly non-returnable items
• Gift cards, free gifts, promotional items, and bundled items where stated
• Products returned without original packaging, accessories, or proof of purchase
• Products returned after the permitted return window

Where a product listing has category-specific return information, that information will apply unless prohibited by law.

3. How to Request a Return, Refund, or Exchange

To request a return, exchange, replacement, or refund, contact us at rovashop26@gmail.com within 3days of delivery and provide:

• Order number
• Name and registered phone number
• Product name
• Reason for the request
• Clear photographs or videos of the issue, where applicable
• Images of the package and shipping label for damaged, incorrect, tampered, or missing-item claims

We may request additional information before approving a request.

Please do not send a product back without our return confirmation and instructions.

4. Return Pickup and Return Shipping Costs

If your request is approved, we will provide instructions for returning the product.

Depending on your location and the reason for the return, we may:

• Arrange a reverse pickup;
• Ask you to self-ship the product to the return address we provide; or
• Offer another reasonable return method.

For approved returns caused by our error, such as a defective, damaged, or incorrect item, return-shipping costs may be borne by Rova.

For customer-preference returns, where permitted, return-shipping or handling charges may be deducted from the refund. We will communicate any applicable deduction before processing the return.

5. Inspection and Approval

Returned products are inspected after they reach us.

A return, exchange, replacement, or refund may be declined if the product:

• Does not meet the eligibility requirements
• Shows signs of use, damage, alteration, or missing components
• Is returned without approval or outside the return window
• Is not the product originally shipped by us
• Does not match the issue described in the return request

We will notify you of the outcome after inspection.

6. Exchanges and Replacements

If an exchange or replacement is approved, we will send the replacement product subject to availability.

If the same product is unavailable, we may offer:

• A similar product of equal value;
• Store credit; or
• A refund, where appropriate.

An exchange may be available only once per order or product, unless otherwise required by law or agreed by us.

7. Refund Process and Timing

Once your return or refund request is approved, refunds will be processed to the original payment method unless another method is agreed or required by law.

Expected refund timelines:

• Prepaid orders: Within 6 working days after approval or receipt and inspection of the returned item
• Cash-on-delivery orders: 7-8 working days after we receive the required bank-account, UPI, or refund details
• Your bank or payment provider may take additional time to reflect the refund

Original shipping charges, cash-on-delivery charges, convenience fees, or return-shipping costs may be non-refundable unless the return is due to our error or applicable law requires otherwise.

8. Damaged, Defective, Incorrect, or Missing Products

If you receive a damaged, defective, incorrect, or incomplete item, contact us at rovashop26@gmail.com within 24 hours of delivery.

Please share your order number and clear photos or videos of:

• The product
• Outer packaging
• Shipping label
• Any visible damage, defect, or mismatch

We will review the information and, where appropriate, arrange a replacement, exchange, repair, refund, or another suitable resolution.

9. Cancellations

You may request cancellation before your order has been processed or dispatched by contacting rovashop26@gmail.com

Cancellation is not guaranteed once an order has been processed, packed, dispatched, or handed over to the courier.

If a prepaid order is successfully cancelled before dispatch, the refund will be initiated within 3 working days, subject to payment-provider or bank timelines.

10. Refused or Undeliverable Orders

If an order is refused at delivery, repeatedly undeliverable, or returned because of an incorrect address or customer unavailability, we may deduct reasonable shipping, return-to-origin, packaging, or handling costs from any applicable refund, where permitted by law.

11. Contact Us

For return, exchange, replacement, cancellation, or refund support, contact:

Rova
Email: rovashop26@gmail.com
Business Address: Bassine Road, Mumbai
Customer Support Hours: Mon-Fri 9am-6pm