Refund policy

REFUND AND RETURN POLICY Last updated: 8 October 2026

At RoxanaRoveno.Gifts, our products are carefully crafted, often after an order is placed.

PERSONALISED AND BESPOKE PRODUCTS Products made to your individual specifications or clearly personalised are excluded from the statutory cancellation right. We do not accept cancellation or returns for these products unless they are faulty, damaged, incorrectly supplied or otherwise fail to meet legal requirements. Production after ordering or availability in limited quantities does not, by itself, make a standard product personalised.

STANDARD PRODUCTS For standard products purchased online, you may cancel without giving a reason from the time of ordering until 14 days after delivery. For an order delivered separately, this period runs from delivery of the last item.

Email roxanaroveno.gifts@gmail.com to notify us. Return the goods within 14 days of your cancellation notice.

Customers pay return postage for cancellations where the goods are not faulty or incorrectly supplied. Please pack returns securely and obtain proof of postage.

You may inspect products as you would in a shop. We may deduct the actual loss in value caused by use or handling beyond what is necessary for inspection. Original packaging is appreciated but is not compulsory.

For cancellation of a whole order, we refund the product price and our cheapest standard delivery charge. Delivery upgrade costs are excluded.

Refunds are issued without undue delay, within 14 days of receiving the returned goods or evidence of posting, whichever is earlier. If goods have not been supplied, refunds are issued within 14 days of cancellation. We use the original payment method unless otherwise agreed and charge no cancellation, restocking or refund fee. 

FAULTY, DAMAGED OR INCORRECT GOODS Please email us with your order details and a description of the problem. Photographs are helpful but are not compulsory. Your legal rights may include rejection and a refund, repair, replacement or a price reduction. You generally have 30 days after delivery to reject faulty or non-conforming goods; rights may also apply after this period. We cover reasonable return postage for faulty, damaged, incorrectly supplied or misdescribed goods. Refunds for rejected faulty goods are issued within 14 days of agreeing your entitlement.

DELIVERY PROBLEMS Where we arrange delivery, goods remain our responsibility until received by you or your nominated recipient. Contact us about missing or damaged parcels so we can investigate and provide the appropriate remedy.

CONTACT Roxana, trading as RoxanaRoveno.Gifts Email: roxanaroveno.gifts@gmail.com Business address: Enfield, UK

This policy does not limit your statutory rights. These rights also apply to sale items.