RETURN & REFUND POLICY

At Rovella, we are committed to providing high-quality jewelry and ensuring customer satisfaction. If for any reason you are not completely satisfied with your purchase, we offer a hassle-free return and refund process. Please read our policy carefully before initiating a return.


1. RETURN ELIGIBILITY


You may return an item purchased from Rovella under the following conditions:

  • The return request is made within 30 days of receiving the order.
  • The item must be in its original, unused condition with all original packaging intact.
  • The product must be free from signs of wear, damage, or alterations.
Non-Returnable Items:

  • Personalized or custom-made products are non-returnable and non-refundable.
  • Items that are returned used, damaged, or without original packaging may not be accepted.
  • For sets or paired items (e.g., earrings, pendant and chain), all pieces must be returned together to be eligible for a refund or exchange.

2. RETURN PROCESS


To initiate a return, please follow these steps:

  1. Contact our customer support team at info@rovella.co.uk within 30 days of receiving your item.
  2. Provide your order number and the reason for return.
  3. If your return is approved, you will receive further instructions on how to send the item back.
  4. Customers must return the item to Rovella before a refund or exchange can be processed.
  5. Ensure the item is properly packed in its original packaging before shipping.
  6. We recommend using a trackable shipping method for returns, as Rovella is not responsible for lost or undelivered return packages.

3. RETURN SHIPPING COSTS

  • If the return is due to a defective or incorrect item, Rovella will cover the return shipping costs and provide a prepaid return label.
  • If the return is due to a change of mind or any other reason, the customer is responsible for the return shipping fees.
  • For exchanges, customers are responsible for any applicable shipping costs, unless the item is defective or incorrect.
  • We recommend using a tracked shipping method to ensure the safe arrival of the returned item.
4. REFUND PROCESS


Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be processed as follows:
  • Refunds will be credited to the original payment method used during purchase.
  • We process refunds within 5 business days, but they may take up to 10 business days to reflect in your account, depending on your bank or payment provider.
  • Shipping fees (if applicable) are non-refundable, except in cases of defective or incorrect items.
5. EXCHANGES

  • Currently, we do not offer direct exchanges. If you would like a different item, please return your original purchase and place a new order.
  • For exchanges, if the new item is more expensive than the original, the customer must pay the difference. If the new item is less expensive, the difference will be refunded.

6. LATE OR MISSING REFUNDS


If you have not received your refund within the expected timeframe:

  • First, check your bank account again.
  • Contact your credit card provider, as it may take some time for the refund to be officially posted.
  • If you have done all of the above and still have not received your refund, please contact us at info@rovella.co.uk
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7. CONTACT US


For any questions or concerns regarding our return and refund policy, please reach out to our customer support team at info@rovella.co.uk.
We appreciate your trust in Rovella and strive to ensure a smooth and transparent shopping experience for all our customers.