Rovixy policies
Refund Policy
Clear eligibility rules for change-of-mind requests, in-transit orders, and genuine product defects.
This policy explains when a Rovixy order may be reviewed for a return, replacement, repair, or refund. It distinguishes change-of-mind requests from genuine product defects and does not limit rights that cannot lawfully be excluded.
1. Orders already in transit
Once an order has been handed to the carrier, it cannot be cancelled or refunded while it is in transit. The order must first be delivered. If the product arrives damaged, incorrect, or with a clear defect, the issue can then be reviewed under this policy.
2. Opened or used products
An opened, installed, mounted, or used product is not eligible for a change-of-mind refund. Opening or reasonable use does not remove applicable consumer rights when the product has a genuine defect, is unsafe, is materially different from what was ordered, or otherwise fails to meet a guarantee that applies by law.
3. Change-of-mind requests
Rovixy does not offer an automatic refund because a customer changes their mind, no longer wants the product, or selects an unsuitable product after opening, installing, mounting, or using it. Any exception involving an unopened and unused product must be approved by Rovixy before it is sent back and is not guaranteed.
4. Clear product defects after delivery
If a product arrives with a clear defect or develops an apparent defect during initial reasonable use, stop using it and submit the issue through the Rovixy contact page as soon as reasonably possible after discovering the problem.
Include the order number, affected product and variant, a clear description of the problem, and any relevant photographs or video. Additional information may be requested where reasonably necessary to assess the issue.
5. What is not normally considered a defect
A defect does not normally include damage caused by misuse, accidental damage, incorrect installation, modification, unsuitable mounting conditions, use contrary to instructions, normal wear, or a compatibility issue that is not caused by the product failing to perform as described. Each claim will be assessed on its facts and under applicable law.
6. Assessment and available remedies
Rovixy may need to inspect the product or review evidence before confirming a remedy. Depending on the nature of the problem and applicable law, an appropriate remedy may include repair, replacement, another reasonable solution, or a refund. A refund is not automatic where a defect can lawfully and reasonably be remedied within a reasonable time.
7. Returning a product
Do not send a product back without return instructions. Unauthorized returns may not be identifiable or accepted. When a return is approved, follow the provided packing and delivery instructions and include the requested order information.
For a validated defect, reasonable return arrangements will be handled as required by applicable law. Any approved non-defect exception may require the customer to cover return delivery costs.
8. Condition of returned items
Returned products should include the product, supplied controller or accessories, and other included components relevant to the claim. Damage or missing components unrelated to the reported defect may affect any non-statutory remedy.
9. Approved refunds
When a refund is approved, it will be issued through the original payment method after any required assessment or return is completed. Financial institutions and payment providers may require additional processing time before the funds appear.
10. Consumer rights
Nothing in this policy excludes, restricts, or modifies any guarantee, remedy, or consumer right that cannot legally be excluded. Where this policy conflicts with a mandatory legal right, the mandatory legal right applies.