RETURN & REFUND POLICY

At ROQIFY, customer satisfaction is important to us. This Return & Refund Policy explains our return period, return conditions, return process, return shipping costs, refund method, and possible refund-related fees.

ROQIFY is operated by Jiangsu Yumu Electromechanical Co., Ltd.

1. Return Period

We accept return requests within 14 days after the order is delivered.

Return requests made after 14 days from the delivery date may not be accepted, unless required by applicable law.

2. Return Conditions

To be eligible for a return, the product must meet the following conditions:

• The item must be unused, uninstalled, and in resellable condition.
• The item must be returned in its original packaging.
• All accessories, manuals, labels, parts, and packaging materials must be included.
• The item must not be damaged, modified, installed, washed, or used.
• The customer must provide proof of purchase, such as an order number or payment confirmation.

Products that do not meet these conditions may not be eligible for a full refund.

3. How to Request a Return

To request a return, please contact us before sending the item back.

Email: kitty@roqify.store

Please include the following information in your return request:

• Order number
• Customer name
• Product name
• Reason for return
• Photos or videos of the product and packaging, if applicable

After receiving your request, we will review the information and provide return instructions. Please do not return the product before receiving return approval from us. Items returned without prior approval may not be accepted.

4. Return Shipping Cost

If the return is caused by the customer’s reason, the customer is responsible for the return shipping cost.

Customer reasons may include:

• Ordered the wrong item
• Changed mind
• No longer needed
• Selected the wrong model, size, voltage, or specification
• Provided an incorrect or incomplete shipping address

If the return is caused by our error, we will provide a reasonable solution, which may include a replacement, refund, or return shipping support.

Our error may include:

• Wrong item shipped
• Missing item
• Product significantly different from the order
• Product damaged before delivery
• Product confirmed to be defective after review

5. Damaged, Defective, or Incorrect Items

The following applies as an exception to the standard return conditions in Section 2. Items that are damaged, defective, or incorrect may still be eligible for a return or remedy even if they have been opened, installed, or used.

Please inspect your order after delivery. If the item is damaged, defective, or incorrect, please contact us as soon as possible and within 7 days after delivery. Please provide clear photos or videos of the product, packaging, shipping label, and the issue. After reviewing the case, we may provide one of the following solutions: replacement part, product replacement, partial refund, full refund, return and refund.

Please inspect your order after delivery.

If the item is damaged, defective, or incorrect, please contact us as soon as possible and within 7 days after delivery. Please provide clear photos or videos of the product, packaging, shipping label, and the issue.

After reviewing the case, we may provide one of the following solutions:

• Replacement part
• Product replacement
• Partial refund
• Full refund
• Return and refund

6. Non-Returnable Items

The following items may not be eligible for return:

• Used or installed products
• Products damaged due to misuse, improper installation, modification, or incorrect operation
• Products returned without original packaging or missing accessories
• Customized or special-order products
• Clearance or final-sale items, if clearly marked before purchase
• Items returned without prior approval
• Items returned after the 14-day return period

If you are unsure whether your item is eligible for return, please contact us before sending it back.

7. Refund Method

Once we receive and inspect the returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to the original payment method used for the order.

Refund processing time may vary depending on your bank, card provider, or payment platform. In most cases, refunds may take 5–10 business days to appear in your account after the refund is processed.

8. Refund Fees and Deductions

ROQIFY does not charge an additional refund handling fee.

However, if the return or cancellation is caused by the customer’s reason, any non-refundable transaction fees charged by the payment provider, bank, or payment platform may be deducted from the refund amount, where permitted by applicable law.

If the refund is caused by our error, such as wrong item shipped, missing item, or confirmed product defect, we will not deduct refund-related transaction fees from the customer.

Original shipping fees are non-refundable unless the return is caused by our error.

9. Partial Refunds

Partial refunds may be issued in certain cases, including but not limited to:

• Item returned with missing accessories
• Item returned with damaged packaging
• Item showing signs of use or installation
• Return shipping cost deducted from the refund
• Non-refundable transaction fees deducted where applicable
• Product condition does not match the original return request

The final refund amount will depend on the condition of the returned item and the reason for return.

10. Exchanges

We may offer exchanges for defective, damaged, or incorrect items.

For exchanges caused by customer selection issues, such as wrong size, model, voltage, or specification, the customer may be responsible for return shipping costs and any price difference.

Please contact us before requesting an exchange.

11. Order Cancellation

Orders can be cancelled before they are shipped.

Once an order has been shipped, it cannot be cancelled. After delivery, the order must follow our return process.

If an order has already been processed, packed, or handed over to the carrier, cancellation may not be possible.

12. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address.

If a package is delayed, returned, lost, or undeliverable due to an incorrect or incomplete address provided by the customer, we may not be responsible for the loss. Additional shipping fees may be required for reshipment.

13. Import Duties, Taxes, and Customs Fees

For international orders, import duties, VAT, customs fees, brokerage fees, or other local charges may be charged by the destination country.

Unless clearly stated otherwise at checkout, these charges are not included in the product price or shipping cost and are the responsibility of the buyer.

We are not responsible for delays caused by customs clearance, local tax collection, or import restrictions in the destination country.

14. Return Address

The return address may vary depending on the product and destination country.

Please contact us before returning any item. We will provide the correct return address after your return request is approved.

Returns sent to the wrong address may not be accepted or refunded.

15. Contact Information

For return, refund, or order-related questions, please contact us:

ROQIFY Customer Service Team
Email: kitty@roqify.store
Phone: +86 15151126633
Company: Jiangsu Yumu Electromechanical Co., Ltd.
Address: Building 1, South of Hangzhou Road, West of Stdick Avenue, Sihong Economic Development Zone, Sihong County, Suqian City, Jiangsu Province, 223900, China

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day you (or a third party indicated by you) receive the last item of your order.

To exercise your right of withdrawal, please submit a return or cancellation request through your customer account at: https://account.roqify.store

If you checked out using a phone number only (without an email address), please use the return link in your SMS order confirmation to submit your request.

Once you notify us of your withdrawal, we will refund all payments received from you, including standard outbound shipping costs, no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the returned goods. You will bear the direct cost of returning the goods unless otherwise stated.

The right of withdrawal does not apply to: custom-made or personalized products; sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery; or other exceptions as permitted under applicable EU law.

Please note: To cancel your order, click the "Cancel Contract" button located at the bottom-left corner of the footer on this page