Returns, Refunds & Exchanges Policy
Last Updated: September 11, 2026
At ROVQENIVA™, operated by Shenzhen Youlai Intelligent Electronics Co., Ltd. we want customers to understand clearly what happens if an order needs to be returned, refunded, or replaced.
This policy explains our standard return process and does not limit any mandatory consumer rights available under applicable law.
1. Standard 30-Day Return Period
Unless otherwise stated on the product page, eligible products may be returned within 30 days from the date the order is delivered.
To qualify for a standard return, the product should generally be:
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Unused or substantially unused
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In its original condition
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Returned with original packaging where reasonably possible
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Accompanied by the accessories, manuals, components, or promotional items originally supplied
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Supported by a valid order number, receipt, or other proof of purchase
Products returned with significant signs of use, missing components, avoidable damage, or alteration may be refused or may qualify only for a reduced refund where permitted by law.
2. Requesting a Return
Please contact our customer support team before sending any product back.
Email: service@rovqeni.com
Phone: +86 187 7000 5368
When requesting a return, please provide:
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Your order number
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The name or email used for the purchase
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The product you wish to return
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The reason for the return
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Photographs or video where the product is damaged, defective, or incorrect
Once the request has been reviewed, we will provide the applicable return instructions and, where appropriate, the return destination.
Important
Do not send a return without prior authorization.
Items sent to an unauthorized address or returned without sufficient order information may be delayed, rejected, or impossible to identify.
3. Return Shipping Costs
Return-shipping responsibility depends on the reason for the return.
Change-of-Mind Returns
If you are returning an eligible product because you changed your mind, ordered the wrong item, or no longer require it, return shipping costs are generally the customer's responsibility unless we state otherwise.
Damaged, Defective or Incorrect Products
If we confirm that your order arrived:
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Damaged
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Defective
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Incorrect
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Missing an item
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Materially different from what was ordered
we will work with you on an appropriate solution.
Depending on the circumstances, this may include:
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Replacement
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Refund
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Reshipment
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Other reasonable corrective action
Where a return is required because of an error attributable to us, reasonable return-shipping costs may be covered or reimbursed in accordance with the instructions provided by our support team.
4. Inspect Your Order After Delivery
Please inspect your shipment after receiving it.
If there is visible damage, a missing product, or an incorrect item, contact us as soon as reasonably possible at:
Providing clear photographs of the product, packaging, shipping label, and affected area can help us review the issue more efficiently.
Reporting a problem promptly does not affect any rights that cannot legally be excluded.
5. Products That May Not Be Eligible for Return
Certain goods may not qualify for a standard change-of-mind return.
Depending on the nature of the product and applicable law, exclusions may include:
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Customized or personalized products
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Products made specifically to customer requirements
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Perishable goods
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Products that cannot reasonably be returned for hygiene or health-protection reasons after being opened
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Gift cards or similar stored-value products
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Products clearly identified as final sale before purchase
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Items that have been materially altered, damaged, or misused after delivery
A non-returnable designation does not remove statutory rights relating to defective, misdescribed, or otherwise non-conforming products.
If you are unsure whether your product is eligible, contact us before shipping it back.
6. Exchanges and Replacements
For products that are eligible for return, we may recommend returning the original item and placing a separate order for the desired replacement.
For damaged, defective, or incorrectly supplied products, we may instead arrange a replacement directly after reviewing the claim.
Replacement availability depends on current inventory.
If the requested replacement is unavailable, another appropriate remedy may be offered.
7. Refund Review Process
After an authorized return reaches the designated return location, it may be inspected before a refund is approved.
We may review:
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Product condition
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Packaging
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Included accessories and components
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Order information
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Reason for return
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Whether the return falls within the applicable return period
We will notify you when the return has been reviewed and whether the refund has been approved.
8. How Refunds Are Issued
Approved refunds are generally returned to the original payment method used for the purchase.
Once approved, we aim to initiate the refund within 10 business days.
After we submit the refund, your bank, card issuer, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
Processing times are controlled by the relevant financial institution and may vary.
If more than 15 business days have passed since we confirmed approval of your refund and the funds have not appeared, please contact:
9. Original Shipping Charges
Original shipping fees are generally not refundable for voluntary or change-of-mind returns unless:
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The refund is required by applicable law;
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We shipped the wrong product;
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The product was confirmed defective or damaged upon arrival; or
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We specifically confirm otherwise in writing.
Additional delivery upgrades or expedited shipping charges may also be non-refundable where permitted by law.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will attempt to accommodate cancellation requests before the order enters fulfillment or shipment.
Once an order has been processed or dispatched, cancellation may no longer be possible. In that case, you may need to follow the applicable return procedure after delivery.
11. European Union / EEA Consumer Withdrawal Rights
If you are a consumer located in the European Union or European Economic Area, you may have a statutory right to withdraw from an eligible distance purchase within 14 days, subject to applicable consumer law and statutory exceptions.
Where this right applies, the withdrawal period generally begins when you or a person designated by you receives the goods.
Certain products may be excluded from the statutory withdrawal right, including particular personalized, perishable, sealed hygiene, or other legally exempt goods.
Our standard return policy does not reduce any mandatory consumer rights available to you under applicable law.
12. Lost Returns
Customers are encouraged to use a trackable shipping service when returning products at their own expense.
Please retain:
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Shipping receipt
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Tracking number
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Proof of postage
Until the returned parcel reaches the authorized return location, we may be unable to confirm receipt or process the refund.
13. Return Destination
Returns must be sent only to the destination provided by our customer support team after your return request has been authorized.
Please do not automatically mail returned merchandise to our registered business address unless our support team specifically instructs you to do so.
This is important because our administrative business location and product return-processing location may not always be the same.
14. Business & Customer Support Information
Brand Name: ROVQENIVA™
English Company Name:
Shenzhen Youlai Intelligent Electronics Co., Ltd.
Business Address:
Room 810, Building 1, Xunmei Technology Plaza
No. 8 Keyuan Road, Science and Technology Park Community
Yuehai Subdistrict, Nanshan District
Shenzhen, Guangdong, China
Customer Support Email:
service@rovqeni.com
Customer Support Phone:
+86 187 7000 5368
ROVQENIVA™ is operated by Shenzhen Youlai Intelligent Electronics Co., Ltd.
For all return, exchange, damaged-item, and refund requests, please contact our customer support team before sending merchandise.
Our Approach to Returns
We aim to keep the return process clear and reasonable while protecting both customers and our store from lost, incomplete, or unauthorized returns.
If something is wrong with your order, contact us with your order information and we will review the matter in accordance with this policy and applicable consumer-protection requirements.