Scope of Application
This policy applies to orders placed on this website and shipped to addresses in the United States, Canada, Australia, and Europe (selected countries/regions). Available shipping destinations are subject to the options displayed at checkout.
For detailed rules regarding shipping coverage, shipping fees, available shipping methods, estimated delivery time, as well as delay and exception handling, please refer to our Shipping Policy page.
Return Window
Please submit your return or exchange request within 30 days of the delivery date. Make sure the return package is handed over to the carrier as soon as possible and receives a tracking scan. If more than 30 days have passed, we may be unable to process your return or exchange.
Return Conditions
To be eligible for a return or exchange, items must meet the following conditions:
The product must be unused
The product must be unwashed, odor-free, stain-free, undamaged, and include all original tags (if applicable) and original packaging (if applicable).
The original packaging box must be placed inside an outer shipping box when returned
Packaging that is damaged or has labels directly attached may be refused
How to Start a Return
All returns must contact our Returns & Exchanges Customer Service at info@roviquea.com to obtain the return address. Packages sent without prior contact with our Returns & Exchanges Customer Service may not be accepted or processed.
Return Label Fee
If you use our provided return label, a $10 fee will be deducted from your refund amount or paid by you.
If you choose to return the package using your own shipping method (if applicable), you will be responsible for the shipping cost. We recommend using a trackable service.
Return Policy
Before returning any item, please contact customer service at info@roviquea.com to obtain return authorization and the return address. Unauthorized returns may not be accepted or processed.
Exchange Policy
We support exchanges for the same item in a different size (subject to availability).
If you request an exchange, an $8 reshipping fee will be charged. The replacement item will be shipped after your return has been inspected and approved.
We will arrange reshipment after confirming inventory and any applicable fees.
Shipping costs for exchanged items are covered by us only in cases of product defects or shipping damage.
Non-Returnable Situations
Returns or exchanges will not be accepted for items that:
Show clear signs of wear, washing, or odors (perfume/smoke, etc.)
Have stains (makeup/food, etc.) or pet hair
Are altered, damaged, or harmed due to improper packaging
Are returned after the 30-day window
Are marked as Final Sale / Clearance
Chargeback Policy
1. How Do We Handle Chargebacks?
If you have a dispute regarding a product or service and choose to file a chargeback through your bank or payment platform, we strongly recommend contacting our customer support team first. We will do our best to resolve the issue within 5–10 business days. If the issue cannot be resolved through communication with us, you may then consider filing a chargeback.
2. Requirements & Evidence for Chargebacks
If you decide to submit a chargeback request, you may be asked to provide the following information to support your claim:
Order confirmation details: order number, product name, payment details, and any relevant confirmation emails or invoices
Shipping information (if applicable): tracking number, carrier name, and delivery confirmation (if available)
Customer service communication records: emails or other communication records with our support team
3. Fees & Financial Responsibility
We recommend contacting our customer support team before initiating a chargeback. In most cases, problems can be resolved through communication and coordination, avoiding a chargeback. If your chargeback request is consistent with our policy, we will cooperate with the payment platform and provide relevant evidence.
Refund Processing Time: If your refund request meets our return policy, we will process your refund within 5–10 business days after receiving the returned product. Refunds will be issued to the original payment method.
4. Resolution After a Chargeback
If a chargeback is initiated, we will provide required evidence and supporting information according to the payment platform’s procedures. We encourage you to contact us as early as possible to help resolve the issue faster.
5. Legal Responsibility for Improper Chargebacks
If you have any concerns about a charge, please contact our support team first at info@roviquea.com with your order number. We typically respond within 2–3 business days and will do our best to resolve the issue as quickly as possible (e.g., replacement, return, or refund when eligible).
If a chargeback is opened with your bank/card issuer, we will follow the issuer’s process and provide relevant order, shipping, and communication records as needed. In many cases, banks may place the transaction amount on hold during the dispute, which can delay resolution—so reaching out to us first is often the fastest way to help.
Dispute Resolution
If you have any questions or concerns regarding our products or services, please contact our customer support team first via email or phone. We will do our best to respond and resolve your issue within 2–3 business days. If further assistance is needed, we may offer options such as a refund, exchange, or return.
Final Sale Items
The following items are generally considered Final Sale and are not eligible for returns or exchanges (subject to product page labeling):
Customized items, knitwear, mystery bags, special offers/clearance items, items discounted over 50%, and any product marked “Final Sale.””
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 3 days of delivery, and provide your order number along with clear photos or videos. We will offer an appropriate solution based on the situation, such as an exchange, reshipment, or refund.
Refund Method & Timeframe
Refunds will be issued to the original payment method.
We will initiate the refund within 1–3 business days after the return inspection is approved.
Banks/payment providers typically take 5–10 business days to reflect the refund.
The total timeframe may vary depending on return shipping and inspection processing, but generally will not exceed 30 days.
Order Changes / Cancellations
If your order has not been processed or shipped yet, you may contact us via email or phone to request a modification. If your order has already been shipped, we will be unable to make changes. You may request a return after receiving the item according to our refund policy.
Contact Us
Phone: +1（216）203-3647
Email: info@roviquea.com