Return and Refund Policy
Return and Refund Policy
At Roctiva, your complete satisfaction with every piece you choose matters to us. That's why we offer a clear and flexible return and exchange policy suited to online shopping.
Return and Exchange Window Customers may request a return or exchange within 14 days of receiving their order.
Conditions for Accepting a Return or Exchange
- The item must be in its original, unused condition
- All original tags and labels must be attached
- The item must be in its original packaging
- Proof of purchase or order number must be provided
Non-Returnable Items
- Items showing clear signs of use
- Items purchased under final "Deals" clearance offers (where indicated at purchase)
- Socks and personal accessories that come into direct contact with the body, for hygiene reasons
How to Request a Return or Exchange
- Contact us at roctivaa@gmail.com or through our social media pages within the return window
- Include your order number and the reason for the return/exchange, along with photos of the item if possible
- Our team will reach out to confirm the request and arrange collection of the item
Refunds
- Refunds are processed after the item is received and confirmed to meet the conditions above, within 5-7 business days
- Since payment is made via Cash on Delivery, refunds are issued via bank transfer or e-wallet as arranged with our customer service team
- For exchanges, there is no additional charge if the replacement item is the same price; a price difference is required for a higher-value exchange
Return Shipping Costs
- If there is a manufacturing defect or an error on our part, Roctiva covers the full return shipping cost
- For returns/exchanges for personal reasons (wrong size, change of mind), the customer covers the return shipping cost
