Return & Refund Policy
At Rotelx, customer satisfaction is important to us. If you are not completely satisfied with your purchase, this Return & Refund Policy explains the conditions under which products may be returned and refunds may be issued.
By placing an order on rotelx.com, you agree to this policy.
1. Return Eligibility
You may request a return if:
– The item was delivered damaged or defective.
– You received the wrong item.
– The item is incomplete or missing parts.
– The item differs significantly from its description on our website.
To be eligible for a return, the item must:
– Be returned within 7 days of delivery.
– Be unused and in its original condition.
– Be returned with its original packaging, labels, manuals, and accessories.
– Be accompanied by proof of purchase, such as an order confirmation or receipt.
2. Non-Returnable Items
For health, safety, and hygiene reasons, the following items cannot be returned unless they were delivered damaged or incorrectly:
– Personal care and hygiene products.
– Underwear, swimwear, and similar intimate items.
– Perishable goods.
– Gift cards and vouchers.
– Digital products or downloadable content.
– Products marked as “Final Sale” or “Non-Returnable.”
– Customized or personalised products.
3. Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please notify Rotelx within 48 hours of delivery.
To help us resolve your request quickly, please provide:
– Your order number.
– A description of the issue.
– Clear photographs or videos showing the item and its packaging.
After reviewing your request, we may offer a replacement, exchange, store credit, or refund, depending on the circumstances.
4. Change of Mind
If you change your mind after receiving your order, returns may be accepted at Rotelx’s discretion, provided:
– The item is unused.
– It remains in its original packaging.
– It meets all return eligibility requirements.
In such cases, the customer is responsible for the cost of returning the item unless otherwise agreed by Rotelx.
5. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
If your return is approved, your refund will be processed using the original payment method where possible.
Refunds are generally processed within 7–14 business days, although the time it takes for funds to appear in your account may depend on your bank or payment provider.
Shipping fees are generally non-refundable unless the return is due to our error or a defective product.
6. Exchanges
Where stock is available, Rotelx may replace:
– Defective products.
– Damaged products.
– Incorrect products.
If the requested replacement is unavailable, we may issue a refund or store credit.
7. Return Shipping
If the return is due to:
– A defective item,
– An incorrect item sent by Rotelx, or
– A product damaged before delivery,
Rotelx will bear the reasonable return shipping cost.
If the return is for any other reason, the customer is responsible for return shipping costs.
8. Failed Deliveries
If an order cannot be delivered because of incorrect delivery information provided by the customer, repeated failed delivery attempts, or failure to collect the package where applicable, additional delivery charges may apply before the order can be re-shipped.
9. Order Cancellation
Orders may be cancelled before they have been processed or shipped.
Once an order has been shipped, it cannot be cancelled and must follow the return process outlined in this policy.
10. Fraud Prevention
Rotelx reserves the right to refuse returns or refunds where:
– The policy is being abused.
– Fraudulent activity is suspected.
– Returned products have been used, altered, damaged by the customer, or are missing components.
11. Consumer Rights
Nothing in this policy limits any rights available to consumers under applicable laws of the Federal Republic of Nigeria.
12. Contact Us
If you have any questions about returns or refunds, or wish to submit a return request, please contact Rotelx through the contact page on rotelx.com.
To help us assist you promptly, please include your order number and a detailed description of the issue.
