rovie.shop is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.
All disputes must be submitted through the appropriate platform. Failure to follow the applicable dispute process may result in permanent account suspension.
What Qualifies for Refund, Resend, or Return
The following situations may qualify for a refund, replacement, resend, or return depending on the circumstances and supporting documentation provided.
Order Delays
USA: Eligible after 45 days from departure.
Brazil: 110 days due to customs delays.
Other Countries: 100 days for certain shipping lines.
Orders Not Received
If tracking shows “delivered”, no refund or resend will be provided.
If your order was not received, a non-delivery certificate is required from the local post office.
Damaged Products
Full refund or replacement may be provided for severely damaged products.
Minor damage, such as small scratches, may qualify for a partial refund.
Packaging damage caused by international shipping does not qualify for a refund.
Claims involving electronics must be submitted within 30 days.
Incorrect or Missing Products
Incorrect items may qualify for a full refund or replacement.
Missing non-critical parts may qualify for a partial refund or resend.
For size-related issues, please include a photo showing the product together with measurements.
Order Cancellations
A full refund may be provided if an order is canceled before processing or shipping.
Customized and pre-order items cannot be canceled once payment has been made.
How to Submit a Dispute
When submitting a dispute, please provide enough information for our team to properly investigate your claim.
- Photos or videos clearly showing damaged products
- Screenshots of complaints including name, date, and content
- Any requested documentation supporting your claim
- The product itself if a return is requested
Disputes must be filed within 7 days of delivery or the expected delivery date.
Important Notes & Exceptions
1. Dispute Deadlines
Disputes must be filed within 7 days of delivery or the expected delivery date.
2. Force Majeure
We are not responsible for delays caused by circumstances beyond our reasonable control, including:
- Natural disasters
- Epidemics
- Customs delays
- War, civil unrest, or similar events
3. Shipping Method Restrictions
Disputes are not accepted for non-trackable shipping methods.
4. Delivery Location Restrictions
Disputes may not be accepted for regions with known delivery limitations or restrictions.
5. Returns
- Returns must be authorized in advance.
- Unauthorized returns will not be processed.
- Authorized returns must be sent within 30 days of receipt.
6. Service-Based Products
Services such as packaging or photography are non-refundable once the service has been fulfilled.
Unacceptable Disputes
The following circumstances generally do not qualify for refunds, resends, or returns:
- Change of mind
- Product looks different than expected without an actual defect
- Delays caused by customs or natural events
- Wrong item ordered by the customer
- Incorrect address provided by the customer
- Odors or other subjective product preferences
- Deleted or unavailable tracking information
- Customs-related issues that are outside our control
Additional Information
Order Status
No disputes are accepted once an order has been marked as “closed.”
Shipping Method Limits
Disputes are not accepted for certain shipping methods, including:
- PostNL
- Electric PostNL
- CJPacket EUB
- CJPacket Postal Route
- CJPacket Railway Economy
Destination Limits
Disputes may not be accepted in regions considered to have high delivery risk or known delivery limitations.
Returns Reminder
Returns are only accepted at designated warehouses and must be authorized in advance.
Service Products
Service-based products are not refundable for claims of low-quality service unless the service has been inspected and the claim is determined to qualify.
Dispute Evidence
Clear photos, videos, screenshots, and other relevant evidence may be required to properly evaluate a claim.
Need Help?
If you're unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team.
We're here to help make your shopping experience smooth and worry-free.