Refund policy

Roro — Refund & Returns Policy (India)

Quick Summary

  • Return window: 30 days from delivery on eligible products.

  • Skincare & Makeup: No returns or refunds for hygiene/safety reasons—except if the item is damaged, defective, or wrong on arrival.

  • Timelines: Pickup 2–4 business days, QC 24–48 hours, refunds 5–7 business days after approval (bank timelines may vary).

1) Non-Returnable / Non-Refundable Categories

For hygiene and safety, we do not accept returns or issue refunds on:

  • Skincare & makeup/cosmetics (opened, used, or unopened)

  • Personal care/intimate/hygiene items

  • Free gifts, samples, gift cards, and “Final Sale” items

Exception: If a skincare/makeup item arrives damaged, defective, or incorrect, we will replace or refund after verification (see Section 3).

2) Eligibility for Returns/Exchanges (Non-Cosmetic Products)

You can request a return/exchange within 30 days of delivery if:

  • The item is unused, in original packaging, with all tags/labels intact

  • You provide a clear unboxing video and photos showing the parcel, shipping label, and the issue

  • The product is not listed in Section 1

Returns showing use, damage, or missing packaging may be rejected.

3) Damaged / Defective / Wrong Item (All Categories)

If your order arrived damaged, defective, or incorrect:

  1. Notify us within 48 hours of delivery.

  2. Share Order #, description, unboxing video, and photos.

  3. On approval, we’ll arrange a free replacement or a full refund to your original payment method.

4) Return Logistics & Timelines

  • Pickup/Drop-off: We’ll schedule a pickup within 2–4 business days where serviceable. If your PIN code isn’t serviceable, we may request self-ship; keep the courier receipt for reimbursement (where applicable).

  • Quality Check (QC): Once the item reaches our warehouse, allow 24–48 hours for inspection.

  • Outcome: We’ll confirm by email/WhatsApp once QC is complete and your refund/replacement is processed.

5) Refund Method & Timeline

  • Prepaid orders: Refunds go to the original payment method within 5–7 business days after QC approval. Your bank/issuer may take additional time to reflect the amount.

  • COD orders: Refunds are processed via UPI/Bank Transfer—please share accurate details. Credits typically reflect in 3–5 business days after initiation.

  • Non-refundable charges: Shipping fees, COD fees, and gift-wrap are non-refundable unless the return is due to our error.

6) Exchanges

  • Exchanges are available for eligible, non-cosmetic products only and are subject to stock.

  • If the exact item is unavailable, we’ll offer a refund or store credit.

7) Cancellations & Order Changes

  • You can cancel or edit your order within 2 hours of placing it, provided it hasn’t shipped.

  • Once shipped, cancellations aren’t possible. Refused/undeliverable parcels may return to origin (RTO).

8) Delivery Issues / RTO

  • Please ensure your address, PIN code, and phone are correct.

  • For customer-caused RTO (unreachable, address error, refusal), we can reship (additional shipping may apply) or refund product value only (where eligible).

9) Price Adjustments & Promotions

  • No price adjustments on previous purchases.

  • Coupons/offers can’t be combined unless stated and can’t be applied retroactively.

10) How to Raise a Request

  • Email: support@shoproro.in

  • WhatsApp: +91-9789054783
    Include Order #, product name, issue details, and unboxing video + photos.

Note: This policy aligns with standard courier and banking SLAs in India. Roro may update this policy without prior notice; the version on our website at the time of your request will apply.

Need help? We’re here for you—contact us and we’ll guide you step-by-step.