Return & Refund Policy | Rooveco UAE

Return & Refund Policy

We want you to love your Rooveco bottle from the first sip.
If something feels off, we keep returns simple and clear.

This policy applies to orders delivered within the United Arab Emirates.

1. Return window

You have 30 days from the date you receive your order to request a return.

2. Eligibility for returns

To be eligible for a return, your item needs to be:

  • In the same condition you received it
  • Unused and unwashed (no signs of use)
  • With all original parts and accessories
  • In the original packaging or equivalent protective packaging
  • With a receipt or proof of purchase

3. Items not eligible for return

For hygiene and quality reasons, the following items are non-returnable:

  • Used bottles, tumblers, cups, or straws
  • Personalised / customised products (names, engraving, special prints)
  • Outlet / clearance items marked as “Final Sale”
  • Gift cards

If you feel your item arrived with a defect, see the Damages and issues section below.

4. How to start a return

To start a return, email us at support@rooveco.com with:

  • Your order number
  • The item name and colour
  • Clear photos of the product and packaging
  • A short note explaining the reason for the return

Returns need to be sent to the following address:

Return address:
[INSERT RETURN ADDRESS]

Please wait for our confirmation before sending any package.
Items sent back without approval will not be accepted.

Unless the return is due to a wrong item or a manufacturing defect,
return shipping costs are the responsibility of the customer.

5. Damages and issues

Please inspect your order once it arrives.
If you receive an item that is:

  • Defective
  • Damaged
  • Not the item you ordered

contact us as soon as possible at support@rooveco.com with photos of:

  • The product
  • The defect or damage
  • The outer packaging and shipping label

We will review the case and offer a replacement, store credit, or refund depending on stock and the condition of the item.

6. Exchanges

If you want a different colour or product, the fastest option is:

  1. Request a return for the original item
  2. Place a new order once your return is approved

In some cases, if the same item and colour are in stock, we arrange a direct exchange.

7. Refunds

Once we receive and inspect your return, we notify you if the refund is approved or rejected.

If approved:

  • Refunds are issued to your original payment method when possible
  • For Cash on Delivery orders, refunds are issued as store credit or bank transfer
  • Processing usually takes up to 10 business days after approval

Banks and payment providers sometimes need extra time to show the refund on your account.

If more than 15 business days pass after we approve your refund and nothing appears,
contact us at support@rooveco.com and we will check it for you.

8. Support

For any question about returns, exchanges, or refunds:
📩 support@rooveco.com