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Refund, Return & Replacement Policy
Effective Date: January 12th, 2025
This policy outlines the conditions under which refunds, returns, or replacements may be issued for orders placed with Rosvia.
By placing an order with Rosvia, you agree to the terms outlined below.
For any inquiries, please get in touch with us at info@rosvia.com.
1. Scope of Policy
Refunds, returns, or replacements are only considered under the following conditions:
- Incorrect product received
- Missing items
- Damaged products
We do not accept general returns outside of these conditions unless explicitly approved.
2. Incorrect or Missing Items
Inspection Responsibility
Upon delivery, customers are required to inspect the parcel and all packaging materials carefully. Smaller items may be placed within protective packaging.
By accepting the delivery, you acknowledge responsibility for inspecting the contents before discarding packaging materials.
Verification Process
All orders are recorded during the packing process. In case of a claim, we will review our records to verify the issue.
Evidence Requirement
To process any claim related to incorrect or missing items, an unboxing video clearly showing the issue must be provided.
Resolution
If an error is confirmed on our side, we will offer either:
- A replacement, or
- A refund
3. Damaged Products
Reporting Timeline
All damage-related claims must be reported within 48 hours of delivery.
Claims submitted after this timeframe may not be accepted.
Required Evidence
Clear photos or videos of:
- The damaged product
- Outer packaging
must be provided for review.
Resolution
If the damage is confirmed to be caused during shipping or manufacturing, we will:
- Replace the affected product, or
- Issue a refund for the affected item
Shipping costs for approved replacements will be covered by Rosvia.
4. Product Condition & Returns
Due to the nature of our products, returns are generally not accepted.
Returns may only be considered if:
- The product is unopened
- The product is unused
- Prior approval has been granted
Unauthorized returns will not be accepted.
5. Product Expiration
Products delivered with a remaining shelf life of at least three (3) months are considered valid.
Refunds or replacements will not be issued for products that expire after delivery due to storage or delayed usage.
6. Delivery & Shipping Responsibility
Customer Availability
Customers are responsible for being available to receive their shipment or coordinating with the courier.
Orders returned due to failed delivery attempts will not be eligible for refunds.
Customs & Import Responsibility
Customers are solely responsible for:
- Customs clearance
- Import duties and taxes
- Providing required documentation
Customs Issues
If a shipment is held at customs:
- One (1) reshipment may be offered
- If unresolved, compensation may be provided in the form of store credit
Repeated customs issues may result in:
- Change of shipping method
- Limitation to store credit only
7. Duplicate Payments or Orders
In cases of duplicate payments or orders:
- One payment may be refunded as store credit, unless otherwise agreed
- Duplicate orders may be held pending confirmation
8. Refund Processing
Approved refunds will be issued:
- To the original payment method, or
- As store credit, where applicable
Processing times may vary depending on the payment provider.
9. Claim Process
To submit a claim, please contact:
Include:
- Order number
- Description of the issue
- Supporting evidence (photos/videos/unboxing video)
Claims are typically reviewed within 2–5 business days.
10. Exclusions
We do not accept claims for:
- Improper handling or misuse
- Claims submitted without evidence
- Products returned without approval
- Missing complimentary or promotional items
11. Policy Updates
Rosvia reserves the right to update this policy at any time to reflect operational or regulatory changes.
Contact
📧 Email: info@rosvia.com
📱 WhatsApp: +370 634 39257
We are committed to resolving issues fairly, efficiently, and in line with this Policy.
