Refund policy

Our Refund and Return Policy:

At RoxanaRoveno.Gifts, we take pride in crafting each item with care, tailored specifically for you. As we operate on a made-to-order basis and don't keep finished stock, please note that we do not accept returns nor offer refunds. We appreciate your understanding of the 5-10 working days processing time for orders. Please note that, due to the personalized nature of our creations, we do not accept returns or offer refunds. We appreciate your understanding and value your satisfaction with our uniquely crafted items. If you have any concerns, feel free to contact us at roxanaroveno.gifts@gmail.com.

Order Cancellation Policy:

Orders can be canceled within the first 24 hours of placement. If the cancellation request is made after this period, a commission ranging from 30-100% will be applied, depending on the nature of the order. We appreciate your understanding of this policy as it helps us manage the unique aspects of each order efficiently. If you have any questions or need assistance, please reach out to us promptly.

Exchange Policy 

We only accept exchanges in the event that you have received the wrong order or if there is a defect in the product. Your satisfaction is our priority, and we are committed to resolving any issues promptly. Please contact us if you encounter any discrepancies or defects, and we will assist you in ensuring you receive the correct and high-quality item. 

Refund Policy

We offer refunds exclusively in cases where you have received the wrong order due to our error in execution. However, please note that we do not provide exchanges or refunds for situations arising from customer error. We appreciate your understanding and encourage you to review your orders carefully before finalizing them. If you believe there has been an error on our part, kindly contact us at roxanaroveno.gifts@gmail.com, and we will promptly address the issue.

Return/Exchange Procedure: For returns or exchanges, please initiate the process by contacting us via email at roxanaroveno.gifts@gmail.com. We value open communication and will guide you through the necessary steps. A confirmation email for the return, refund, or exchange will be sent after our discussion to ensure a seamless process. Your satisfaction is important to us, and we appreciate your cooperation in resolving any concerns through this personalized approach.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

We are not responsible for lost, stolen or damaged items from Royal Mail, DHL, USPS, FedEx, UPS or any other delivery company used. Please email me (Roxana) at roxanaroveno.gifts@gmail.com for further questions or information, and help to make the claim for damages and lost items.

Kindly be aware that the policies mentioned below, particularly regarding refunds and returns, apply only if the above conditions are met. Your cooperation ensures a streamlined and effective process for all orders. If you have any questions or require clarification, do not hesitate to reach out for personalized assistance.

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at roxanaroveno.gifts@gmail.com. Please note that returns will need to be sent to the address I will give you via e-mail.
If your return is accepted, we’ll send you a return shipping label (in case that it is our fault), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at roxanaroveno.gifts@gmail.com.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at roxanaroveno.gifts@gmail.com.