RETURNS & REFUNDS POLICY

At Rooziv, we get it – sometimes things don’t go as planned. That's why we offer a 30-day return policy. You have 30 days after receiving your item to request a return, and we’ll be here to help you through the process.

ELIGIBILITY FOR RETURNS

To keep things smooth and stress-free, we ask that your items be in the same condition as when you received them – unopened, unused, and still in their original packaging with tags intact. Don’t forget to include your receipt or proof of purchase. While we reserve the right to decline returns that don’t meet these criteria, we’ll do our best to assist you. You’ll just need to cover the return shipping cost using the label we provide. Please note that we only accept returns on first-time orders, and unfortunately, sale items and gift cards are non-returnable.

Please use our authorized return process – items returned outside of this process won’t be eligible for a refund or replacement.

HOW TO START A RETURN

Just reach out to us at hello@rooziv.com. If your return is accepted, we’ll guide you through the process and provide instructions on where to send your package. Please note that items sent back without first requesting a return won’t be accepted, so give us a heads-up first!

Once your return is approved, we’ll issue a refund to your original payment method within 10 business days, excluding shipping costs. Please note that it may take a little extra time for your bank or credit card company to process the refund. If your refund hasn’t arrived after 15 business days, please contact us at hello@rooziv.com.

UNDELIVERED OR RETURNED TO SENDER

If a product is returned to us due to an incorrect or incomplete address, we’re unable to cover the cost of reshipping it. But don’t worry – we can still help! We may be able to issue a refund for the product minus shipping costs, as long as it’s returned in its original condition. Alternatively, you can request a reshipment after paying an additional shipping fee. Please note, this policy doesn’t apply to refused packages.

We’re unable to accept requests for replacements or refunds for any orders past 30 days of delivery.

DAMAGES AND ISSUES

If you receive a damaged item, please contact us at hello@rooziv.com right away. We’ll investigate the issue and, if it’s confirmed, we’ll send you a replacement. We’ll just need proof of the damage before we can send out a new item. We’ve got your back!

EXCHANGES

If you wish to exchange an item, the quickest way to do so is by returning the original item and placing a new order once your return is accepted.

REFUSED PACKAGES

If you’re thinking about refusing a package, we kindly ask that you accept it instead and contact us right away. This helps us process the return smoothly and avoid unnecessary fees. If you do refuse the package, please be aware that a return shipping fee will apply, and it will be deducted from your refund. Unfortunately, we can’t guarantee the return of refused packages, and if it doesn’t make it back to our warehouse, we won’t be able to issue a refund.

Please note: Refused shipments can sometimes get lost in the return process, and if your package doesn’t make it back to our warehouse, we won’t be able to issue a refund. To ensure your return reaches us safely, please always use the return label provided by our customer service team.

MODIFYING ORDERS

If you need to modify your order, please email us at hello@rooziv.com immediately. If we haven’t generated a packing slip yet, we can modify or cancel your order. However, once a packing slip has been created, we won’t be able to make any changes. 

DUPLICATE ORDERS

We know mistakes happen, so please double-check your order before submitting it. Unfortunately, Rooziv can’t be responsible for duplicate orders. If a duplicate order is placed, all the return guidelines outlined in this policy will apply. 

Got more questions? Check out our Help Center!