Refund policy
Before returning anything, email support@rovelloa.com. Please don't send a product back without an approved return request. We can't process returns sent without approval.
| Return requests | Within 30 days of delivery |
|---|---|
| Change of mind | Unused, clean, complete and in original packaging |
| Opened or used | Not eligible for change-of-mind returns |
| Damaged, defective or wrong item | Contact us within 30 days of delivery |
| Restocking fee | None |
30-day return requests
You can request a return within 30 days of the date your order was delivered.
Eligibility for change-of-mind returns
If you've changed your mind, we can accept a return when the product is:
- unused,
- clean,
- complete, with all original accessories and components, and
- in its original packaging.
Opened or used grooming products
Because the Rovelloa Grooming System is a pet grooming product, a system that has been opened or used isn't eligible for a change-of-mind return.
This doesn't apply if the product is defective, damaged on arrival, incorrect, or materially different from what you ordered. Those cases are covered below.
Damaged, defective or incorrect items
If your order arrives damaged, doesn't work as it should, or isn't what you ordered, email support@rovelloa.com within 30 days of delivery with:
- your order number,
- a short description of the problem, and
- photos and/or a short video where they help show the issue.
We'll review your request and, where it's approved, offer a replacement or a refund. Not every issue needs the product to be sent back. We'll tell you if a return is needed.
Return shipping
For change-of-mind returns, you're responsible for the cost of return shipping.
If we sent a damaged, defective or incorrect item, you won't be asked to pay return shipping for our error.
Refunds
Once your return is received and inspected, or your damaged or defective item claim is approved, we'll issue your refund to your original payment method. There's no restocking fee.
After we issue a refund, your bank or payment provider may need additional time to process it and show it on your statement.
Cancellations
You can cancel an order only before it has been fulfilled or dispatched. Email support@rovelloa.com with your order number as soon as possible.
Once fulfillment has started or your order has shipped, it can no longer be cancelled, and this return policy applies instead.
Exchanges
We don't offer direct exchanges. If you'd prefer a different colorway, return an eligible item under this policy and place a new order.
If your item arrived damaged, defective or incorrect, we can offer a replacement.
How to start a return
- Email support@rovelloa.com within 30 days of delivery with your order number and the reason for your return.
- Wait for our reply. If your return is approved, we'll send you the return instructions and the return address.
- Don't send the product to the address on the shipping label or packaging. It may not be our returns address, and a parcel sent there can't be processed.
Questions
Email support@rovelloa.com.