Exchange and Return Policy – Rova Fashion
Dear Rofa customers
To ensure a perfect shopping experience, please choose your order carefully and make sure
Check all the details before completing the purchase
Your trust is the secret to our success, and at Rova, we always strive to provide a comfortable and reliable shopping experience for our customers . Because your satisfaction is our priority, we have made the exchange and return process easy and flexible , clearly explaining all terms and fees from the outset. Please read the following policies carefully before completing your order :
1. Geographical scope of service
• Within the Kingdom of Saudi Arabia: The exchange and return service is available according to the conditions outlined below.
• Outside of Saudi Arabia: We apologize, exchange or return service is not available for international orders.
2. Order Cancellation Policy
We understand that you may change your mind, so we explain the cancellation process below:
• Order status "Under review": You can cancel the order
• Order status "In Progress": The order cannot be canceled. The "In Progress" status means that your order has entered our processing and preparation phase.
• If the shipping label has been issued: The order cannot be canceled. In this case, you must first receive the shipment, then contact us to request a "return" (not a cancellation). The return fees shown below will apply.
3. Timeframe and fees for the replacement process
• To submit a replacement request, please contact the customer service team within 24 hours of receiving the order to explain the replacement part, check its availability, and complete the replacement procedures.
[ • If the product is cheaper, the price difference will be refunded within a maximum of 7 days and is usually done within 24 hours.
• If the product is more expensive, the difference must be paid upfront to complete the exchange process.
• The exchange process fee is (30 riyals for returning the product to be exchanged, 30 riyals for shipping the new product) and is borne by the customer.
4. Gift policy included with the order
As a token of our gratitude for your choice, we include with each order an elegant gift befitting your status, subject to the following conditions:
• In case of a full refund: The gift must be returned with the product in its original condition and unused in order to complete the return process.
• In case of exchange: The gift is yours; please keep it and send only the dress/product you wish to exchange.
5. Express Delivery Policy ( Jeddah & Mecca only )
When choosing the express delivery service within Jeddah or Mecca:
• The customer has the right to try the product for 15 minutes while waiting for the representative.
• The item can be exchanged or returned immediately with the representative at the same moment.
• Delivery fee: 50 Saudi Riyals (payable whether the order is received or returned).
• After the representative leaves and confirmation of receipt, no refund request will be accepted later.
• If a discount code is used: The customer will not be given the opportunity to try the product, and the product will be considered a final sale. Only the "exchange" option is available (within 24 hours) with the addition of a new delivery fee.
• Try-on Service: If you order more than one dress to try on, this service is available only within Jeddah and Mecca. Automatic returns are not available for orders placed outside Jeddah and Mecca.
6. Timeframe and fees for the refund process
• Return requests must be submitted within 24 hours of receiving the order by notifying us via WhatsApp message.
• Return service fee: 60 riyals (to be deducted from the refunded amount).
7. Conditions for accepting exchanges and returns
To ensure your application is accepted, the following conditions must be met:
1. The product and accompanying gift (in case of return) must be in their original condition.
(In good condition and unused, unwashed, free from odors or defects, and in its original packaging).
2. Failure to remove the trademark card (tag) of "Rova Fashion".
3. Adherence to the specified timeframes.
8. Important exceptions (cases not covered by exchange or refund)
Products cannot be returned or exchanged in the following cases:
• More than the specified period for exchange and return, which is 24 hours from the time the order arrived.
• Replacements are available only once per order. The replacement product cannot be returned or exchanged.
• Using the product or making modifications to it.
• Special designs: Products with special sizes, custom designs, or that have undergone any modifications based on the customer's request.
• International Orders: Our return and exchange policy does not cover orders outside of Saudi Arabia.
• Product condition: Products that are used, damaged, not in their original condition upon receipt, or have their tag removed.
9. Replacement , Return , and Shipping Mechanism
• You can contact us via WhatsApp to request the service.
• Upon approval of the exchange or return request, a shipping label (via SMSA) will be sent to you.
• The customer must print the policy and go to the nearest SMSA branch to hand over the dress and the policy on the same day she received the policy.
• You must inform our customer service employee immediately upon delivery of the shipment to the SMSA branch, and send a photo as proof of delivery.
• Warning: If the product is not delivered to the shipping company on the same day the policy is sent, the return request is considered cancelled and no return or exchange will be accepted thereafter.
10. Mechanism for refunding funds
• There is no immediate cash refund; all refunds are processed after the product has been received and its condition verified.
• The payment will be transferred within 4 to 7 working days from the date we receive the product and verify its condition and the presence of the accompanying gift (if any).
• The amount will be refunded to the same account and payment method used.
• If a bank transfer to a different account is needed, the account must be in the name of a first-degree relative.
11. Cases in which the product is not considered damaged
• The presence of excess threads, which is not considered a manufacturing defect, and can be cut with scissors (without pulling them).
• A slight warp in the fabric.
• Light stains or traces of dust, which may appear due to shipping effects.
• Slight color difference due to lighting. The color tone may vary very slightly between the images shown and the actual product, due to lighting effects during shooting and different display settings in the devices used.
12. About the quality of our products
Every dress in our collection is the fruit of a passion for detail, carefully designed and meticulously tailored to give you exceptional elegance. We carefully select our fabrics from the finest international sources to provide you with a premium quality you'll feel with every wear, and we use our own proprietary sizing for a perfect fit. Therefore, we recommend you review the size chart on each dress's page before completing your order to choose the most suitable size for you.
13. Store Rights
The store reserves the right to accept, reject, or cancel your order in certain cases.
(For example: if the product is unavailable, was priced incorrectly, or the order turns out to be fraudulent.) The store will refund any payments made for orders that were not accepted or were canceled.
Important Notes
• All products displayed on the website are our own creations and photographs.
• All our products undergo a quality control process and are inspected and checked for damage or defects before we send them to the customer.
• If a customer requests an exchange or return and the item arrives damaged or different from what was shipped, the store reserves the right to refuse the return or charge the customer compensation fees.
• Shipping fees paid upon order completion are non-refundable and are not included in the value of exchange or refund.
• If the customer takes advantage of the "Free Shipping" offer and then requests a return, the actual shipping cost will be deducted from the refunded amount, as the offer condition for return is nullified.
• If the customer refuses to receive the shipment sent to them for any reason, we are not responsible for its loss.
• In case of delivery delay on our part: The customer has the right to cancel the order and receive a full refund if the delivery is delayed for more than 10 days.
At Rofa, we are always keen to satisfy you and appreciate your trust in us .
Our goal is to make the shopping, exchange , or return process easy and convenient for an exceptional shopping experience .
Thank you for choosing Brand Rofa Fashion, and we are happy to serve you at any time .
Customer service for exchanges and returns:
WhatsApp: +966593702986
Direct link: Click here
