Refund Policy

Last updated: August 2026

1. About Your Rové Product — Please Read Before Ordering

We believe in being clear about exactly what you're buying, so that what arrives matches what you expected.

What Rové is:

• A portable mini hair straightener designed for quick touch-ups and styling on the go
• Compact and travel-friendly, with a protective cap for safe storage
• Suitable for smoothing, straightening and taming flyaways on dry hair
• Available in Matte Black and Blush Pink

What Rové is not:

• It is not a full-size flat iron and is not designed to straighten very thick, coarse or heavily textured hair from root to tip in a single pass
• It is not a curling iron or a waving tool
• It is not intended for use on wet or damp hair

If you're looking for a compact straightener for touch-ups, travel and everyday smoothing, Rové is for you. If you need a professional full-size flat iron for heavy-duty straightening, this product may not be the right fit.

About product sets. Rové is available in three purchasing options:

• One for Me — a single Rové tool in your chosen colour ($34.99)
• The Rové Duo — two tools, each in your chosen colour ($55.98 — save 20%)
• The Rové Set — three tools for home, work and travel ($73.48 — save 35%)

About colour. Screen settings, lighting and photography can make colours appear slightly different from the product in person.

About packaging. Rové products are produced and dispatched by our fulfilment partner. Your product may arrive in the manufacturer's or fulfilment partner's own outer packaging, which may display their branding rather than the Rové name. This is the correct, genuine product — the packaging simply reflects how it is produced and shipped.

2. Product Support & Satisfaction Concerns

If you received the correct Rové product but are not satisfied with the performance or result, please contact us at rovecustomersupport@gmail.com.

Styling results can vary depending on your hair type, hair thickness, hair condition and technique. Our team will be happy to provide usage guidance and help you achieve the best possible result.

Receiving the correct product as described in Section 1, but deciding that the performance or result does not suit your personal preference, is not normally considered a product defect.

Where appropriate, Rové may instead offer a partial refund, store credit or another goodwill solution that does not require a return. Any such alternative is offered as a goodwill gesture in that specific case, is reviewed individually, is not guaranteed, and does not set a precedent for future orders.

This does not affect your statutory rights if the product is damaged, defective, incorrect, unsafe or materially different from its description.

3. Damaged, Defective, Incorrect or Materially Misdescribed Products

If your order arrives damaged, defective, incomplete, unsafe, different from what you ordered, or materially different from the description shown when you purchased it, please contact us as soon as possible.

We recommend contacting us within 30 days of delivery so that we can investigate and resolve the issue quickly. This timeframe does not limit any longer statutory rights that may apply.

Please provide:

• Your order number
• A clear photo or short video showing the issue
• A photo of the product and its packaging
• For incorrect products or colours, a photo showing what you received

If your concern relates to something you saw in our content or on our website, please include a screenshot or link if available. This helps us investigate and verify the product with our supplier.

Once the issue has been verified, we will provide an appropriate solution, which may include a replacement, full refund or partial refund, depending on the circumstances and applicable law.

You will not be charged return shipping for a verified damaged, defective, incorrect or materially misdescribed product.

In most cases we will resolve the issue without requiring a return. Please keep the product and packaging until we confirm the resolution. If we do require an eligible faulty or incorrect product to be returned, Rové will provide return instructions and cover the reasonable standard return cost.

4. Performance and Individual Results

Every hair type is different. Styling results vary depending on hair type, thickness, condition, technique and whether the product is used as directed (on dry hair only).

If you ordered and received the correct product as described in Section 1, but it does not perform to your expectations based on your individual hair type, this is normally considered a personal preference rather than a defect.

In these situations we will be happy to provide usage guidance.

Rové may instead offer a goodwill partial refund or store credit that does not require a return. This is reviewed individually, is not guaranteed, and does not set a precedent for future orders.

If Rové sent you the wrong product or colour, or the product received is materially different from what was shown when you purchased it, the issue will be handled under Section 3 at no cost to you.

5. Opened or Used Products

For hygiene reasons, we do not normally accept change-of-mind returns for products that have been opened, used or had their packaging seal broken.

This restriction does not apply when:

• The product is damaged, defective, incorrect or unsafe
• The product is materially different from its description
• Applicable consumer law provides additional rights

Opening the outer delivery box does not by itself count as breaking the product's packaging seal. All hygiene-related return restrictions apply only to the extent permitted by applicable law.

6. Returns — Change of Mind and Personal Preference

If you change your mind, or the product does not suit your personal preference, you may request a return within 14 days of delivery.

Please contact rovecustomersupport@gmail.com before returning anything. Do not send a product back without receiving return authorisation and the correct return address. Returns sent without authorisation may not be able to be processed.

After notifying us, the eligible product must be sent back within 14 days.

For non-faulty returns of this kind:

• The customer is responsible for return shipping
• We strongly recommend using a tracked postal service
• All original components, accessories and packaging must be included
• Sets and bundles (the Rové Duo and the Rové Set) must be returned complete to receive a full refund
• The refund will normally be processed after the returned product has been received and inspected, or after you provide proof of postage, as permitted by applicable law
• For hygiene reasons, opened or used products may not be eligible — see Section 5

At our discretion, and to save you the time and cost of posting an item back, we may offer an alternative such as a partial refund or store credit that lets you keep the product. Where we do this, it is offered as a goodwill measure in that specific case and does not set a precedent for future orders.

Rové is not responsible for a return lost before reaching the authorised return address.

The customer may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product, where permitted by applicable law.

Standard outbound delivery charges will be refunded where required by applicable law. Additional charges paid for express or priority shipping are generally non-refundable.

Statutory right of withdrawal. For customers with a statutory right of withdrawal, including eligible customers in the EU, EEA and United Kingdom, you may notify us within 14 days of receiving the order and will then have a further 14 days to send the eligible product back. The right of withdrawal may not apply to sealed products unsealed after delivery for genuine health or hygiene reasons, where permitted by applicable law.

7. Order Cancellations and Address Changes

If you need to cancel an order or change your delivery address, contact us as soon as possible at rovecustomersupport@gmail.com.

We will do our best to help, but we cannot guarantee changes or cancellations once an order has entered processing or been sent to our fulfilment partner. Orders are usually sent for processing within a few hours of being placed.

Customers are responsible for providing a complete and accurate delivery address, including any apartment, unit or suite number, and any tax or identification number required by their local customs authority.

Please note that we are unable to deliver to PO Boxes. Our delivery partners are private couriers and cannot access post office boxes — please provide a street address.

If an order is returned because the address provided was incomplete or incorrect, because a PO Box was used, or because required customs information was not supplied, we may offer to resend it after the additional shipping cost has been paid.

If a customer requests a refund instead of redelivery in these circumstances, any original shipping charges or unrecoverable carrier costs may be deducted where permitted by applicable law.

8. Delivery Times and Orders That Have Not Arrived

Estimated delivery times. Orders are usually processed within 1–3 business days. After dispatch, most orders arrive within 7–15 business days, depending on destination. Some destinations may take up to 25 business days.

Tracking. Tracking numbers are issued when your order is prepared for dispatch. It can take several days for the first tracking scan to appear, and this is normal — a quiet tracking page in the first week does not mean there is a problem with your order.

Collection points. In some countries, if you are not at home your carrier may leave your parcel at a local collection point, locker or post office rather than attempting redelivery. Please check for a notification card and collect your parcel promptly, as parcels are only held for a limited time before being returned.

If your order has not arrived within the estimated delivery window, please contact us so we can investigate with the carrier. Depending on the tracking information and the outcome, we may provide an updated delivery estimate, send a replacement, or issue a refund where appropriate.

International deliveries may occasionally be delayed by customs, local carriers, severe weather or other circumstances outside our direct control. This does not remove any consumer rights that apply when an order is lost or not delivered.

If tracking shows the package as delivered, we may ask you to check with household members, neighbours, the local carrier and the delivery location before completing our investigation.

Customs, duties and taxes. Depending on your country, your order may be subject to import duties, taxes or handling fees charged by your local authorities. These are the customer's responsibility and are not included in the price paid at checkout. Some countries require a tax or identification number before a parcel can be released; if we request this from you, your order cannot be delivered until it is provided.

9. Product Safety

Your safety matters to us. The Rové portable straightener is a heated styling tool. Please read and follow all safety instructions included with your product.

If you experience any issue with the heating element, electrical function or product safety, stop using the product immediately and contact us at rovecustomersupport@gmail.com with your order number, a photo of the product, and a brief explanation of what happened.

We will review the situation individually and offer an appropriate solution based on the circumstances. Safety concerns are always treated with priority.

10. How to Request a Return, Replacement or Refund

Email rovecustomersupport@gmail.com with:

• Your full name
• Your order number
• The reason for your request
• Clear photos or a short video where reasonably relevant
• A screenshot or link if your concern relates to something you saw in our content

We aim to respond within 24–48 business hours.

Please do not return an item to the address on the original shipping label. Contact us first so we can provide the correct return instructions and authorised return address.

Submitting a request does not automatically mean a refund has been approved. Each request is reviewed according to this policy and any applicable consumer rights.

11. Refund Processing

Approved refunds are issued to the original payment method.

After a refund has been processed, please allow approximately 5–10 business days for the funds to appear. Exact timing depends on your bank, card provider or payment service.

For approved change-of-mind and personal-preference returns, we may wait until the returned product has been received, or until you provide evidence it has been sent, as permitted by applicable law.

If your original payment method is no longer available, please contact us so we can review the available options.

12. Fraudulent or Abusive Claims

We reserve the right to refuse voluntary refunds, replacements, store credit or other goodwill solutions where there is reasonable evidence of:

• Fraud
• Repeated abuse of our policies
• Deliberate product damage
• Falsified or manipulated evidence
• Multiple claims relating to the same purchase
• A product having been substantially used before the claim was submitted

This section does not restrict any mandatory consumer rights relating to genuinely damaged, defective, incorrect, unsafe, undelivered or materially misdescribed products.

13. Your Statutory Rights

This policy is provided in addition to your statutory consumer rights.

Nothing in this policy excludes, restricts or replaces any rights you may have under applicable law concerning damaged, defective, unsafe, incorrect, undelivered or materially misdescribed products.