Refund policy

Return & Refund Policy

Effective Date: [Insert Date]
Company: ROOV Lifestyle Pvt. Ltd.
Address: 384, RJD Integrated Textile Park, Icchapore, Surat, Gujarat – 394510
Email: support@roovindia.com
Website: www.roovindia.com

1. Overview

At ROOV, we are committed to delivering premium-quality products and a seamless shopping experience. However, if you are not satisfied with your purchase, you can request a return or refund as per the terms outlined below.

This policy applies to all purchases made through our official website and is governed by the Consumer Protection (E-Commerce) Rules, 2020 and applicable laws of India.

2. Eligibility for Return

1. Returns must be initiated within 7 days from the date of delivery.
2. Products must be unworn, unused, unwashed, and in their original packaging with all tags, labels, and seals intact.
3. Items showing signs of wear, alteration, perfume, or damage will be rejected and returned to the sender.
4. ROOV reserves the right to deny any return request if the product fails to meet the quality checks upon receipt.
5. Items purchased during Sale, Clearance, or Promotional Events are not eligible for return or exchange, unless defective.

3. Non-Returnable Items

For hygiene and brand protection reasons, the following items cannot be returned or exchanged under any circumstances:
- Innerwear, bodysuits, or lingerie
- Accessories or jewelry
- Custom or made-to-order products
- Gift cards or vouchers

4. How to Initiate a Return

1. Returns can be initiated directly from our website — log in to your account and select “Return/Exchange” under your order details.
2. Once your request is submitted, our team will review it and approve or decline the return based on eligibility.
3. Upon approval, you will receive pickup or shipping instructions via email/SMS.
4. Please ensure that the returned item is securely packaged to prevent damage during transit.

5. Refund Process

1. Once the returned item reaches our facility, it undergoes a quality inspection.
2. Upon approval, refunds will be processed within 15 working days from the date we receive the returned item.
3. Refunds will be credited to the original mode of payment used during the transaction (via Razorpay or your payment provider).
4. Shipping or COD charges, if any, are non-refundable, unless the return is due to a defective or incorrect product.

6. Replacement Policy

1. Replacements are processed only if the requested product is available in stock.
2. If the replacement is unavailable, a refund or store credit will be provided instead.

7. Return Shipping Costs

1. Return shipping is borne by the customer, except in cases of damaged, defective, or incorrect items sent by ROOV.
2. We recommend using a reliable, trackable courier service for all return shipments. ROOV will not be responsible for lost or delayed parcels in transit.

8. Misuse & Fraudulent Returns

To maintain fairness and product integrity:
- Returns found to be used, worn, or tampered with will be rejected and sent back to the customer.
- Customers engaging in excessive, abusive, or fraudulent return behavior may be denied future services and/or flagged for review.

9. Jurisdiction

All disputes or claims arising from or related to this policy shall be governed by Indian law, and subject to the exclusive jurisdiction of courts in Surat, Gujarat.