Refund policy

Romova Refund & Returns Policy

At Romova, we take pride in delivering high-quality products and a reliable customer experience. This policy outlines the conditions under which refunds, replacements, or returns may be approved.

By placing an order with Romova, you agree to the terms outlined in this policy.

30-Day Money-Back Guarantee

Romova offers a 30-day money-back guarantee starting from the date your order is marked as delivered.

If your product arrives damaged, defective, or is not functioning as intended, or you otherwise believe your purchase qualifies under our 30-day money-back guarantee, our support team will review your request and determine the appropriate resolution.

To submit a claim, please contact our support team:

support@romova.shop

Please include:

Your order number
A description of the issue or reason for your return request
Clear photos or a short video showing the condition of the product, where applicable

Providing this information allows our team to properly review your request and resolve it as efficiently as possible.

All requests under the 30-day money-back guarantee must be submitted within 30 days of the order being marked as delivered.

Faulty or Damaged Products

If a manufacturing fault or shipping damage is confirmed, Romova may offer a replacement or refund after reviewing the provided evidence.

Romova reserves the right to request photo or video documentation before approving any claim.

Return Authorization Requirement

All returns must be approved in writing by our support team before being sent back.

Items returned without prior approval will not be accepted or processed.

If a product is returned without authorization, the return may void eligibility for any refund or replacement.

Customers must wait for written confirmation and return instructions from our support team before sending any items back.

Return Shipping

Romova offers free shipping on customer orders; however, we do not provide return shipping labels unless otherwise required by applicable law.

If a return is approved, the customer will be responsible for arranging and paying for return shipping.

Return shipping costs are non-refundable unless otherwise required by applicable consumer law.

Used Products

Products that have been used, worn, altered, or damaged after delivery are not eligible for refunds unless a verified manufacturing defect exists or otherwise required by applicable consumer law.

For hygiene, safety, and product integrity reasons, certain items cannot be returned once they have been used.

If a product has been used and is determined to be functioning as intended, it may not qualify for a refund.

Change of Mind

Our 30-day money-back guarantee does not automatically apply to products that have been materially used, worn, altered, or damaged after delivery.

For eligible unused products, customers may request a return within 30 days of delivery by contacting our support team.

All returns remain subject to approval and the conditions outlined in this policy.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information during checkout.

Romova is not responsible for orders that cannot be delivered due to incorrect or incomplete address information provided by the customer.

Delivered Packages

If tracking confirms that an order has been delivered, Romova cannot accept responsibility for packages that are subsequently lost or stolen, except where otherwise required by applicable law.

Customers should contact the shipping carrier and our support team as soon as possible if there is an issue with a delivery.

Fraud and Abuse Protection

Romova actively monitors refund and return requests to prevent fraud and policy abuse.

We reserve the right, where permitted by law, to deny refund requests, limit service, or refuse future orders if we reasonably determine that a customer is attempting to exploit the refund policy, submit false claims, provide misleading evidence, or repeatedly request refunds for used or damaged products.

Evidence submitted during claims must accurately represent the product and its condition.

Chargebacks and Payment Disputes

Customers are encouraged to contact Romova support before initiating a payment dispute or chargeback so that we have an opportunity to resolve the issue.

If a chargeback is initiated, we reserve the right to submit relevant documentation to the payment provider as part of the dispute investigation, including:

Order confirmation
Delivery confirmation
Customer communications
Tracking information
Evidence submitted by the customer
Relevant order and transaction records

Fraudulent or deliberately misleading chargebacks may result in restrictions on future purchases where permitted by law.

Refund Processing

If a refund is approved, it will be issued to the original payment method used at checkout.

Once a refund has been processed by Romova, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

New Zealand Consumer Rights

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies that cannot lawfully be excluded under applicable New Zealand consumer law, including the Consumer Guarantees Act 1993 where it applies.

Any rights provided under this 30-day money-back guarantee are in addition to any rights you may have under applicable consumer law.

Contact

For all order, return, refund, or replacement-related inquiries, please contact: