Policy Overview
At Rovantelle, we aim to provide a transparent and efficient experience for all our customers in Singapore. This document outlines our procedures regarding returns and refunds to ensure full clarity and compliance with the Consumer Protection (Fair Trading) Act and the Sale of Goods Act of Singapore. We focus on serving the local community with honesty, ensuring that every interaction follows clear legal and ethical standards.
Quick Summary Table
To help you understand our process at a glance, we have summarized the essential details of our policy below.
| Feature | Policy Detail |
|---|---|
| Return Window | 30 days from the date of delivery |
| Return Shipping Cost | Fully covered by Rovantelle (No cost to you) |
| Restocking Fees | None |
| Refund Method | Bank Transfer (for all COD orders) |
| Eligible Reasons | Damaged, defective, or incorrect items |
| Geographic Scope | Singapore only |
Damaged or Incorrect Items
We take responsibility for the items we send to our customers. If you receive a product that is physically damaged, defective, or different from the model you ordered, we will rectify the situation immediately. Under Singaporean consumer law, products must be of satisfactory quality and fit for their intended purpose.
Immediate Actions for the User
- Contact us at contact@rovantelle.com within the 30-day window.
- Provide your order details and a brief description of the issue.
- Once we receive your request, we will arrange for a courier to pick up the item directly from your address at our expense.
- You do not need to pay anything for the return shipping or the processing of the faulty item.
Please ensure the item is packaged safely for the return journey. Once the product reaches our facility, our specialized team performs a manual inspection within 24 hours to confirm the condition.
Conditions for Returns
While we are committed to solving issues with damaged goods, we maintain specific boundaries to keep our operations sustainable for the Singaporean market. We do not accept returns, exchanges, or refund requests based on a change of mind. We encourage all users to verify their size and style choices before confirming their purchase.
By maintaining this standard, we can continue to offer free delivery and pickup services for genuine product issues. This approach ensures that our resources are dedicated to maintaining high service levels for those who receive faulty or incorrect footwear.
Refund Timeline and Process
Since Rovantelle operates on a Cash on Delivery (COD) basis, we do not store your banking or credit card details in our system during the initial transaction. This enhances your data security but requires a manual step for the refund process.
Step-by-Step Refund Journey
- Inspection: We complete the item check within 24 hours of arrival at our warehouse.
- Resolution: If the item is unavailable for replacement or the damage cannot be fixed, we initiate a full refund.
- Communication: Our team will reach out to you via email to request your bank account details for the transfer.
- Initiation: Once we receive your bank information, we process the transfer immediately.
- Bank Processing: It typically takes between 5 to 6 business days for the amount to reflect in your bank account. This timeframe depends entirely on your specific banking provider's internal protocols.
We ensure that the full amount paid at your doorstep is returned to you without any deductions for restocking or handling.
Support and Inquiries
We are committed to being available for our community. If you have any questions regarding a pending refund or the status of a return pickup, our support staff is ready to assist you. We believe in a human-centric approach to service, ensuring you speak with a person who understands your needs.
- Email Support: contact@rovantelle.com
- Operating Hours: Monday to Friday, 9:00 AM to 5:00 PM SGT
- Response Time: We aim to respond to all inquiries within one business day during our active hours.
Rovantelle stands by the quality of our footwear and the transparency of our policies, ensuring a reliable shopping experience for everyone in Singapore.