Return policy

Effective Date: January 1, 2025 | Free returns for eligible items within 30 days of delivery

At Rolavencia, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we offer a straightforward return policy for eligible items. Please read the following terms carefully to understand our return process and requirements.

1. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

  • Return requests must be submitted within 30 days of delivery (based on the tracking information of your order).
  • Items must be in new, unused condition with all original tags, packaging, and accessories intact.
  • Items must not show any signs of wear, damage, or alteration (e.g., scratches, stains, modified hardware).
  • Special order items (e.g., custom-engraved bags) are non-returnable unless defective.

2. Non-Returnable Items

The following items are not eligible for returns or exchanges:

  • Custom or personalized products
  • Items that have been used, damaged, or altered by the customer
  • Gift cards or promotional codes

3. Return Process

To initiate a return, please follow these simple steps:

1

Submit a Return Request

Contact our customer service team via email (yusenkeji1214@outlook.com) or phone (+86 13250822244) with your order number, the reason for return, and photos of the item (if applicable). We will respond within 24 business hours with a return authorization (RA) number and return instructions.

2

Package the Item

Pack the item securely in its original packaging (or a suitable alternative) with the RA number clearly marked on the outside of the package. Include all original tags, accessories, and documentation.

3

Ship the Item Back

Ship the package to the address provided in the return authorization. Customers are responsible for return shipping costs unless the item is defective or we made an error (e.g., wrong item shipped). We recommend using a trackable shipping service for your protection.

4

Inspection and Refund

Once we receive and inspect your return (usually within 3-5 business days), we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7-10 business days.

4. Refund Details

  • Refunds will include the original purchase price of the item (excluding original shipping costs, unless the item is defective).
  • Return shipping costs are non-refundable unless the return is due to our error.
  • Please note that your bank or payment provider may take additional time to process and post the refund to your account.

5. Defective or Wrong Items

If you receive a defective or wrong item, please contact us immediately with photos of the item and packaging. We will arrange for a free return or exchange and cover all shipping costs. We may require additional information to verify the issue and ensure a prompt resolution.

6. Exchanges

We offer exchanges for eligible items (e.g., different size/color) subject to availability. To request an exchange, follow the return process above and specify your desired exchange item in your return request. Exchanges are processed once the original item is received and inspected.

7. Contact Us

If you have any questions or need assistance with a return, please contact our customer service team:

8. Changes to This Return Policy

We reserve the right to update or modify this Return Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy before making a purchase.