Returns & Refund Policy
At Rovines, we want our return and refund process to be clear and fair. As we sell artificial necklaces, every return request is reviewed based on the product’s condition and the reason for the return. This policy explains when a return may be accepted, who is responsible for return shipping costs, and how refunds are handled.
Return Window
You may request a return within 20 days of receiving your order.
To help us review your request, please contact us at support@rovines.shop within the 20-day return period before sending any product back.
Return Eligibility
We accept return requests for both defective and non-defective products, subject to the conditions outlined in this policy.
Every return request is reviewed individually. Acceptance of a return does not automatically mean that a refund will be issued without checking the returned item and the reason for the return.
Defective, Damaged, or Incorrect Items
If you receive an artificial necklace that is damaged, defective, or different from the item you ordered, please contact us as soon as possible at support@rovines.shop.
When contacting us, please provide clear photos showing the product and the reported issue. These photos help us understand the problem and review your request accurately.
If, after reviewing the available information, the issue is confirmed to be our responsibility, such as an incorrect item being sent or an eligible product arriving damaged or defective, we will provide appropriate return instructions. Where the return is approved due to our mistake or a confirmed eligible issue, Rovines will cover the applicable return label cost.
Non-Defective Returns
If you wish to return an artificial necklace that is not defective, you may submit a return request within the 20-day return window.
For non-defective returns, the product should be returned in the same condition in which it was received. The item should not be damaged, altered, or used in a way that affects its condition.
The customer is responsible for the applicable return shipping or return label cost for approved non-defective returns.
Product Condition and Return Review
All returned items may be inspected after they are received.
We review the condition of the returned artificial necklace and compare it with the reason provided for the return. If an item was sent by Rovines in the correct condition but is returned damaged, altered, or in a materially different condition, the return or refund may not be eligible.
This review process is intended to ensure fairness for both the customer and Rovines.
Proof of an Issue
For returns involving damage, defects, or an incorrect item, customers should contact us with supporting evidence, including clear photographs of the item and the issue being reported.
Please do not send a product back before contacting us and receiving return instructions. This helps us review the issue and provide the appropriate next steps.
Return Shipping Responsibility
Return shipping responsibility depends on the reason for the approved return:
- Non-defective return: The customer is responsible for the return label or return shipping cost.
- Our mistake: If we sent the wrong item, we will cover the applicable return label cost after reviewing and approving the return request.
- Eligible damaged or defective item: If the reported issue is confirmed and the return is approved as our responsibility, Rovines will cover the applicable return label cost.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, the available option may be to return an eligible product according to this policy and place a new order separately.
Restocking Fee
We do not charge a restocking fee for approved returns.
Restocking Fee: £0
Please note that no restocking fee does not remove the requirement for the returned product to meet the applicable return conditions.
Refund Process
Once an approved return has been received, the returned item may be inspected before a refund is processed.
If the return meets the conditions of this policy, the refund will be processed to the original payment method used for the order. Payments for orders on Rovines are accepted through PayPal.
Please allow up to 8 business days for the refund to be processed after the approved return and required review have been completed.
Late or Delayed Refunds
In some cases, a refund may take additional time to appear after it has been processed. Processing times can depend on PayPal, payment processing systems, or other financial processing procedures outside our direct control.
If you believe that your refund is taking longer than the stated timeframe, please contact us at support@rovines.shop. We will review the available refund information and assist where possible.
Cancellations
If you wish to cancel an order, please contact us at support@rovines.shop within 1 day (24 hours) of placing your order.
We will review your cancellation request and make reasonable efforts to assist. However, once an order has entered processing or has been dispatched, cancellation may no longer be possible.
Contact Us
For any questions about returns, refunds, damaged items, or cancellation requests, please contact us by email:
Email: support@rovines.shop
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)