Refund policy

Return and Refund Policy

Effective Date: July 20, 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 within 30 days of purchase. 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 ROOVIA store credit or an exchange for another Product, not a cash refund. Store credit is issued to your ROOVIA account 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:

  • Underwear, lingerie, and other intimate apparel once any 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.
  • Perishable goods.
  • Sale items, clearance items, and gift cards.

5. Refunds

Where a cash refund applies, being a cancellation under Section 1, a defective, damaged, or incorrect Product under Section 3, or a valid statutory withdrawal under Section 2, we issue the refund to your original payment method within 15 business days of receiving and inspecting the returned Product. 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 in all cases, including returns for defective, damaged, or incorrect Products.

Where a return under Section 2 is settled as store credit, the credit equals the price you paid for the Product, inclusive of VAT, and is issued to your ROOVIA account. Store credit is 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.

6. 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.

7. 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.