Refund policy
Refund Policy
Last Updated: July 2026
At ROVA, customer satisfaction is important to us.
If you are not completely satisfied with your purchase, please review our return and refund policy below.
30-Day Return Window
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be:
- Unused
- In its original condition
- In its original packaging
- Complete with all included accessories
We reserve the right to refuse returns that do not meet these conditions.
How to Start a Return
To begin a return, please contact our customer support team.
Please include:
- Your order number
- Your full name
- A brief explanation of the reason for the return
- Photos if the item is damaged or defective
Our team will provide return instructions after reviewing your request.
Please do not send items back without prior authorisation.
Damaged or Defective Items
If your order arrives damaged or defective, please notify us within 7 days of delivery.
Where appropriate, we may request photographs to help assess the issue.
If confirmed, we will arrange a replacement or a full refund at no additional cost.
Incorrect Items
If you receive the wrong product, please contact us immediately.
We will arrange the correct replacement or issue a full refund where applicable.
Change of Mind
If you simply change your mind, you may return your order within 30 days, provided the product remains:
- Unused
- Undamaged
- In its original packaging
The customer is responsible for return shipping costs unless otherwise required by law.
Non-Returnable Items
For hygiene, safety or product integrity reasons, certain items may not be eligible for return if they have been opened, used or damaged after delivery.
Any exclusions will be clearly stated on the relevant product page.
Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method.
Please allow 5–10 business days for your payment provider to complete the refund.
Processing times may vary depending on your bank or payment provider.
Shipping Costs
Original shipping charges are non-refundable unless:
- The item is defective
- The wrong product was sent
- A refund is required under applicable consumer protection laws
Return shipping costs are the responsibility of the customer unless otherwise stated.
Order Cancellation
Orders may be cancelled before they have been dispatched.
If your order has already been shipped, it must follow the standard return process outlined above.
Chargebacks
If you experience an issue with your order, we encourage you to contact our customer support team first.
We are committed to resolving any concerns quickly and fairly.
Fraudulent or abusive chargeback claims may be disputed with supporting delivery and transaction evidence.
Consumer Rights
Nothing in this policy affects your statutory rights under applicable consumer protection legislation in the United Kingdom.
Contact Us
If you have any questions regarding returns or refunds, please contact our customer support team.
We aim to respond to all enquiries within 1 business day.