Return and Refund Policy

Last Updated: August 19, 2026

ROQIFY is an online retail brand operated by Jiangsu Yumu Electromechanical Co., Ltd.

This policy explains our return period, return conditions, return process, return shipping costs, refunds, exchanges, and order cancellations.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.

1. Return Period

Customers may request a return within 14 days after the order is delivered.

The return request must be submitted within the 14-day period. After receiving the return instructions, the customer should send the item back without unreasonable delay.

Requests submitted after the 14-day period may not be accepted unless the product is defective or applicable law provides additional rights.

2. Return Conditions

For a change-of-mind return to qualify for a full refund, the product should:

• Be unused and uninstalled;

• Be in resellable condition;

• Include the original packaging;

• Include all accessories, manuals, labels, and parts;

• Be accompanied by the order number or other proof of purchase.

Customers may inspect a product to the extent reasonably necessary to confirm its nature, characteristics, and function.

If a product has been used, installed, modified, damaged, or handled beyond what is reasonably necessary for inspection, the refund may be reduced to reflect the resulting loss in value, where permitted by applicable law.

These standard conditions do not prevent customers from seeking a remedy for a damaged, defective, or incorrect product.

3. How to Request a Return

Before sending an item back, please contact us:

Email: kitty@roqify.store

Alternatively, customers may submit a return request through their customer account at:

https://account.roqify.store

Please provide:

• Order number;

• Customer name;

• Product name;

• Reason for return;

• Photographs or videos if the item is damaged, defective, or incorrect.

We will register the request and provide the return reference and shipping instructions.

Customers should not send products to an unconfirmed or unrelated address. A return sent without sufficient order information may be delayed while we try to identify it.

Our return-registration process does not limit a customer’s statutory right to withdraw from a purchase where applicable.

4. Return Address

Approved returns are normally sent to our facility in China:

ROQIFY Returns
Jiangsu Yumu Electromechanical Co., Ltd.
Building 1, South Side of Hangzhou Road, West Side of Sidike Avenue
Sihong Economic Development Zone, Sihong County
Suqian City, Jiangsu Province 223900
China
Phone: +86 15151126633

Please contact us before shipping the return so that we can provide the correct return reference and receiving instructions.

5. Return Shipping Costs

Change-of-Mind or Customer-Reason Returns

The customer is responsible for return shipping costs when the return is caused by:

• Changing their mind;

• Ordering the wrong item;

• Selecting the wrong size, model, voltage, or specification;

• No longer needing the product;

• Providing incorrect or incomplete order information.

We recommend using a trackable return service. The customer is responsible for the returned product until it is delivered to the return address.

For non-EU orders, original outbound shipping charges are normally non-refundable when the return is caused by the customer, unless applicable law requires otherwise.

Seller-Error or Defective-Product Returns

If we shipped an incorrect item, the item arrived damaged, or the product is confirmed to be defective, ROQIFY will provide an appropriate remedy.

Depending on the circumstances, the remedy may include:

• Replacement parts;

• Product replacement or reshipment;

• Repair guidance;

• Partial refund;

• Full refund;

• Return and refund.

If we require a confirmed defective, damaged, or incorrect product to be returned, ROQIFY will cover the reasonable necessary return shipping cost or provide an appropriate return arrangement.

For lower-value items, we may provide a replacement or refund without requiring the product to be returned.

6. Damaged, Defective, or Incorrect Items

Please inspect the order after delivery.

Visible shipping damage, missing items, or incorrect products should preferably be reported within 7 days after delivery so that we can investigate the issue promptly with the carrier.

Please provide:

• Order number;

• Description of the issue;

• Photographs or videos of the product;

• Photographs of the packaging;

• Photograph of the shipping label, where applicable.

The 7-day reporting recommendation does not remove or reduce any statutory rights or legal guarantees that apply to defective or non-conforming goods.

For customers in the European Union, eligible goods are covered by the applicable minimum legal guarantee for defects or lack of conformity, which is generally at least two years under EU consumer rules.

7. Non-Returnable Items

The following may not qualify for a change-of-mind return:

• Products damaged through misuse, improper installation, unauthorized modification, or incorrect operation;

• Products missing essential parts or accessories;

• Products returned after the applicable return period;

• Sealed hygiene-related goods that were clearly identified as non-returnable before purchase and were unsealed after delivery, where permitted by applicable law.

This section does not exclude remedies for products that are defective, damaged on arrival, incorrectly supplied, or otherwise protected by mandatory consumer law.

8. Refund Method and Processing Time

After receiving and inspecting the returned item, we will notify the customer of the refund decision.

Approved refunds will be issued to the original payment method.

ROQIFY normally processes an approved refund within 3–5 business days after:

• Receiving and inspecting the returned item; or

• Approving a refund that does not require a return.

The payment provider or bank may require additional time to display the refund in the customer’s account.

ROQIFY does not charge a refund handling fee and does not deduct payment-processing fees from an approved refund.

9. Partial Refunds and Diminished Value

A partial refund may apply where permitted by law if:

• Parts or accessories are missing;

• The product has been used or installed;

• The product has been damaged after delivery;

• The returned condition differs materially from the condition described in the return request;

• The product’s value has been reduced by handling beyond what is reasonably necessary for inspection.

We will explain the reason for any deduction from the refund.

10. Exchanges

We may offer an exchange or reshipment for a damaged, defective, missing, or incorrect item.

If an exchange is requested because the customer selected the wrong model, size, voltage, or specification, the customer may be responsible for:

• Return shipping costs;

• Shipping costs for the replacement;

• Any price difference between the products.

Please contact us before returning a product for exchange.

11. Order Cancellation

An order may be cancelled for a full refund before it has been shipped, including when it has been packed but has not yet been handed to the carrier.

No cancellation fee will be charged for an order cancelled before shipment.

Once an order has been shipped, it can no longer be cancelled. After delivery, the order will be handled under the applicable return process.

Approved cancellation refunds will be issued to the original payment method.

12. Incorrect or Incomplete Address

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

If an order is delayed, returned, lost, or undeliverable because of incorrect or incomplete information supplied by the customer, additional shipping costs may apply.

If the customer requests reshipment, the customer may be responsible for the new shipping charge.

13. Import Duties, Taxes, and Customs Charges

Unless clearly stated otherwise during checkout, international orders are shipped on a DAP basis.

Import duties, VAT, customs charges, brokerage fees, and other destination-country charges are not included in the product price or shipping charge and are the customer’s responsibility.

Charges paid directly to customs authorities, tax authorities, or local carriers cannot be refunded by ROQIFY.

14. European Union Right of Withdrawal

Customers located in the European Union generally have the right to withdraw from an online purchase within 14 days after delivery, without providing a reason, subject to applicable exceptions.

To exercise this right, the customer may:

• Email us at kitty@roqify.store; or

• Submit a return request through the customer account at https://account.roqify.store.

The customer must send a clear withdrawal request within the applicable 14-day withdrawal period.

For an eligible EU withdrawal:

• ROQIFY will refund the product payment and the cost of the least expensive standard outbound delivery option offered for the order;

• Additional costs for an upgraded or expedited delivery method are not refundable beyond the standard delivery cost;

• The customer is responsible for the direct cost of returning the goods to China;

• We may withhold the refund until we receive the returned goods or the customer provides evidence that the goods have been sent back, whichever occurs first;

• The refund will be issued to the original payment method.

The right of withdrawal may not apply to legally exempt products, including certain sealed hygiene-related goods after unsealing, where applicable.

This withdrawal right is separate from the customer’s rights regarding defective or non-conforming products.

15. Contact Information

For return, refund, exchange, or cancellation questions, please contact us:

ROQIFY Customer Service Team

Company: Jiangsu Yumu Electromechanical Co., Ltd.

Brand: ROQIFY

Email: kitty@roqify.store

Phone: +86 15151126633

Business Hours: Monday–Saturday, 9:00 AM–6:00 PM (GMT+8)

Business Address: Building 1, South Side of Hangzhou Road, West Side of Sidike Avenue, Sihong Economic Development Zone, Sihong County, Suqian City, Jiangsu Province 223900, China