Refund policy

 Updated: June 2026

At Rovela, we stand behind the quality of every product we sell. We have designed this Return and Refund Policy to ensure the process is clear, fair, and transparent for every customer. We encourage all customers to read this policy carefully before making a purchase and to contact our team with any questions prior to initiating a return. By placing an order with Rovela, you acknowledge and agree to the terms set out in this policy.

RETURN ELIGIBILITY WINDOW
Rovela accepts return requests submitted within 30 calendar days of the confirmed delivery date of your order. The delivery date is determined by the tracking information provided by the relevant shipping carrier.
Return requests submitted after 30 days from the confirmed delivery date will not be accepted under any circumstances, and no refund or exchange will be issued. We strongly encourage customers to inspect their order upon delivery and contact us promptly if they have any concerns.
CONDITIONS FOR RETURN
To be eligible for a return and subsequent refund, all of the following conditions must be satisfied without exception.
Condition of the Item
The item being returned must be in its original, unused condition. It must show no signs of use, wear, physical damage, or mishandling. The product must be in the same condition as it was when delivered to you. Items that have been used, even once, are not eligible for return unless a manufacturing defect is confirmed.
Condition of the Packaging
The original product packaging must be fully intact, sealed, and undamaged. This includes the outer retail packaging, any internal protective materials, and all labels and seals. Items returned in packaging that is ripped, torn, broken, unsealed, or tampered with in any way will be automatically rejected upon inspection and are not eligible for a refund. No exceptions will be made to this requirement.
Included Accessories and Components
All original accessories and included items must be returned alongside the product. For Rovela LED therapy masks, this includes the USB charging cable and printed user guide. Returns that are missing any original components will not be accepted.
Photographic Evidence Required Before Dispatch
Before sending any return, the customer must submit clear photographic evidence to our team for review. This is a mandatory step. Returns sent without prior photographic submission and written approval from Rovela will not be accepted or refunded upon arrival.
Written Approval Required Before Dispatch
A return must receive written approval from the Rovela customer support team before it is sent. Unapproved returns will be refused at the point of receipt. No refund will be issued for items returned without prior approval.

HOW TO INITIATE A RETURN
Please follow the steps below carefully. Failure to follow this process may result in your return being rejected.
Step 1 — Submit Your Request by Email
Email our customer support team at support@rovela.co using the subject line: RETURN REQUEST — [Your Order Number]
Your email must include all of the following: your full legal name as it appears on your order, your order number, the email address used to place the order, your delivery address, a clear and honest description of the reason for your return, clear well-lit photographs of the item from multiple angles showing its current condition, and clear well-lit photographs of the original packaging from all sides including any seals and labels.
Incomplete return requests — including those missing photographs or any of the above information — will not be processed until all required details have been provided.
Step 2 — Await Written Approval from Our Team
Our customer support team will review your request, photographs, and order details within 2–3 business days. During this review period, our team will assess whether your return meets the eligibility conditions outlined in this policy.
If your return request is approved, you will receive a written approval email containing return instructions and the return shipping address. If your request does not meet our return conditions, we will notify you by email and provide a clear explanation. Do not send your item before receiving written approval. Items dispatched before approval has been issued will not be accepted or refunded.
Step 3 — Securely Package and Ship the Item
Once written approval has been received, repackage the item securely in its original packaging. The item must be returned in the same packaging condition as when it was received. Send the return via a trackable postal or courier service and retain your proof of postage.
Return shipping costs are the responsibility of the customer unless the return is the result of a confirmed error by Rovela or a verified manufacturing defect. Rovela is not responsible for items lost or damaged during the return shipping process. We strongly recommend using a tracked and insured service.
Step 4 — Inspection and Refund
Upon receipt of your returned item, our team will conduct a thorough inspection to verify that the item and packaging meet all return eligibility conditions. This inspection process typically takes 1–3 business days from the date of receipt.
If the return passes inspection, your refund will be processed within 3–5 business days to your original payment method. You will receive a confirmation email once the refund has been issued. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider.
If the returned item does not pass inspection — for example if the packaging is found to be damaged, the item shows signs of use, or components are missing — the return will be rejected and we will contact you to arrange the item’s return to you at your expense.

NON-RETURNABLE ITEMS AND CIRCUMSTANCES
The following items and circumstances are strictly not eligible for return, refund, or exchange: items for which a return request has been submitted after the 30-day eligibility window; items returned in ripped, broken, unsealed, damaged, or tampered packaging of any kind; items that show any signs of use, damage, or physical deterioration; items returned with missing components or accessories; returns dispatched without photographic evidence being submitted and reviewed; returns dispatched without prior written approval from the Rovela team; items damaged due to misuse, negligence, improper storage, or use contrary to the instructions provided in the user guide; and items marked as non-returnable or final sale at the time of purchase.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
If your order arrives with a confirmed manufacturing defect, visible transit damage, or if you receive an incorrect item, please contact us within 7 calendar days of your confirmed delivery date at support@rovela.co. Include your order number and clear photographs documenting the issue. Upon verification, Rovela will arrange a full replacement or issue a complete refund at no additional cost to you.

REFUND PROCESSING TIMES
Once a refund has been approved and processed by our team, the following timeframes apply depending on your original payment method. Credit or debit card: 3–7 business days depending on your issuing bank. PayPal: 3–5 business days.

Rovela is not responsible for delays in refund processing caused by your bank or payment provider. If you have not received your refund after 10 business days from the date of our confirmation email, please contact us and we will investigate.
CONTACT
For all return and refund enquiries, please contact us at Hello@rovela.co using the subject line: RETURN REQUEST followed by — [Your Order Number].