Return and Refund Policy

Effective Date: August 27, 2026

This policy explains when and how you may cancel an order, return a Product, or request a refund from ROOVIA. It is intentionally limited in scope. Returns are accepted only under the specific conditions set out below, and approval is at ROOVIA's discretion except where Saudi law requires otherwise.

1. Orders Paid and Submitted (Before Delivery)

If you have paid for an order that has not yet been dispatched, you may request cancellation at any time before dispatch. Orders are usually dispatched within 2 business days, and express orders the same or the next business day, so this window is short in practice. Once an order has been dispatched or handed to our shipping carrier, it can no longer be cancelled, and you must wait for delivery and follow the return process in Section 3 below.

Requirements:

• Submit your cancellation request in writing through our customer support channel. Verbal, social media, or informal requests will not be processed.
• Your request must include your order number and proof of purchase.

If your request is approved, we will refund your original payment method, less any payment processing or transaction fees already incurred. Refunds typically take up to 15 business days to appear in your account, depending on your bank or payment provider.

2. Return Window

ROOVIA offers a 30 day return and exchange window from the date of delivery. This exceeds and satisfies the statutory withdrawal right under Saudi Arabia's Electronic Commerce Law. To return or exchange a Product under this section, no reason is required, provided the Product has not been used, worn, washed, or benefited from in any way, and is returned in its original condition with all tags, seals, and packaging intact. Returns made under this section, where you have simply changed your mind, are settled as a ROOVIA gift card or an exchange for another Product, not a refund to your original payment method. The gift card is sent to you by email, never expires, and may be used toward any future order. Where Saudi Arabia's Electronic Commerce Law grants you a right of withdrawal, you may instead request a refund to your original payment method within the statutory withdrawal period. Return shipping for returns made under this section is paid by the customer. This right does not apply to the categories listed in Section 4 below.

3. Manufacturing Defects, Damage, or Incorrect Items

Outside the statutory withdrawal period, we accept returns only where a Product:

• Has a manufacturing defect.
• Arrived damaged.
• Is materially different from what you ordered.

Process:

1. Inspect your order immediately upon delivery.
2. Report the issue within 30 days of delivery through our customer support channel. Include your order number and clear photographs, or video, of the issue.
3. ROOVIA will review your claim and determine, at its sole discretion, whether it qualifies under this section. If approved, we will provide return instructions.

Claims submitted after this window, or without sufficient evidence, will not be accepted.

4. Items Not Eligible for Return

The following cannot be returned under this policy, except where the Product itself is defective, damaged, or incorrect as described in Section 3:

• Socks, slippers, and slides once the hygiene seal, liner, or original packaging has been opened or removed.
• Any Product that has been worn, washed, used, or returned without its original tags and packaging.
• Custom, personalized, or made-to-order items.
• Sale items, clearance items, and gift cards.

5. Returning Your Item

This section applies to every return, whether made under Section 2 or Section 3.

• Approval first. All returns must be approved by ROOVIA before you send anything back. Items returned without approval may be refused, or returned to you at your cost.
• Collection in person. Where our courier collects from your address, you or someone you authorise must be present, with the Product packed and ready. Couriers cannot collect from an unattended address.
• Two attempts. If collection fails twice, the return is closed. You may still return the Product within your return window by sending it to us yourself, at your own cost.
• Areas we cannot collect from. Couriers do not collect from some remote or unserved areas. If your address is one of them, send the Product to us yourself, at your own cost. Your return window is not shortened.
• Risk while in transit. The Product remains your responsibility until we receive and inspect it. Keep your tracking number. ROOVIA is not responsible for items lost or damaged on their way back to us.
• Contents must match. The parcel must contain the exact Product approved for return, complete and in the condition required by this policy. A parcel containing a different item, a missing item, or nothing at all does not qualify for a refund, exchange, or gift card.

6. Refunds

Where this policy provides for a refund, being a cancellation under Section 1, a defective, damaged, or incorrect Product under Section 3, or a valid statutory withdrawal under Section 2, we refund to the same payment method you used at checkout, within 15 business days of receiving and inspecting the returned Product. Refunds cannot be issued to a different card, account, or method. The refund is the price you paid for the Product, inclusive of VAT. Original shipping charges, and any payment processing fees, are non-refundable. The customer is responsible for the cost of return shipping, except where the Product is defective, damaged, or incorrect, in which case ROOVIA covers return shipping.

Where a return under Section 2 is settled as a gift card, the gift card equals the price you paid for the Product, inclusive of VAT. It is sent to you by email and never expires. Gift cards are not redeemable for cash, and original shipping charges and payment processing fees are excluded.

If more than 20 business days have passed since your return was approved without a refund, contact our customer support.

7. Restrictions

ROOVIA monitors return and refund activity to prevent abuse. We reserve the right to refuse a return, refund, or future order, or to restrict or close an account, where we reasonably suspect fraud, misuse of this policy, or a pattern of excessive returns. Filing a payment dispute or chargeback without first following this policy does not entitle you to a refund and may be contested by ROOVIA using these Terms as evidence.

8. Changes to This Policy

We may update this policy from time to time. We will post the revised version with a new effective date. The version in effect at the time you place your order applies to that order.

9. Contact Us

Cancellations, returns, exchanges, and refund requests can be sent to orders@roovia.com. This is the customer support channel referred to throughout this policy.