Refund policy

Last updated on 27/09/2023

Right of Withdrawal

You have the right to cancel your order within a period of 14 days. The cancellation period expires 14 days after the day you receive the product. To exercise your right of withdrawal, you must inform us of your decision to cancel your order through a clear statement.

How to exercise your right of withdrawal:

Contact customer support: You can contact our dedicated customer support team at contact@rodoliver.com to initiate the cancellation process.

Please note that it is essential to provide clear and accurate information when initiating the cancellation process. Failure to do so may result in delays or complications in processing your request. After informing us of your decision to cancel, you must return the product within the specified period in the "Return Authorization" section of our return and refund policy.

Effects of Withdrawal

If you withdraw from your order, we will refund all payments received from you, including the cost of standard delivery (except in the case of a partial return of the order). The amounts to be refunded will be paid to you without undue delay and in any case no later than 30 days from the day we are informed of your decision to cancel the order. We will process the refund using the same payment method you used for the initial transaction.

Return Eligibility

We accept returns of eligible products under the following conditions:

The product is in its original condition and packaging. The product has not been used, opened, or altered. The return request is made within 14 days from the date of purchase.

To initiate a return, please follow these steps:

Contact our customer support team at contact@rodoliver.com to request a Return Authorization (RA) number. Provide your order number, the name of the product you want to return, and a brief explanation of the return. Once approved, we will provide you with an RA number and detailed instructions for returning the product. Please note that returns without a valid RA number may not be accepted or processed. We recommend not returning the product until you have received the RA number and return instructions from our customer support team.

Return Authorization

To facilitate a smooth return experience, we require all returns to be accompanied by a Return Authorization (RA) number issued by our dedicated customer support team. The RA number allows us to quickly identify and process your return, reducing potential delays in the refund or replacement process. It helps us track your return, ensuring that your request is handled promptly and transparently. The RA number is a crucial element to verify the authenticity of your return, ensuring it meets our eligibility criteria.

Please keep in mind the following key points: Contact us first: Before initiating a return, contact our customer support team at contact@rodoliver.com to request your RA number. Provide your order number, the product name, and a brief explanation of the return.

Approval and instructions: Once your return request is approved, we will assign you a unique RA number and provide detailed instructions on how to proceed with the return.

Secure packaging: When preparing your return, ensure that the product is properly packaged to avoid damage during transportation. Following our return instructions will help you do this efficiently.

Return Shipping

Customer responsibility: In most cases, return shipping costs are the responsibility of the customer. This applies to situations where the return is initiated due to a change of mind or for reasons unrelated to a product defect or our error.

Traceable shipping: For your peace of mind and to ensure the secure return of your product, we recommend using a traceable shipping method. This allows you to track the progress of the return shipment and ensures it reaches us safely.

Please keep in mind the following points when arranging a return:

Get an RA number: Before shipping the return product, make sure you have obtained a valid Return Authorization (RA) number from our customer support team. This step is essential for effective processing.

Secure packaging: To prevent damage during transportation, carefully pack the product using the original packaging materials if possible. Following our return instructions will help you pack the item efficiently.

Return address: Ship the product to the address provided in the return instructions accompanying your RA number.

Refund Process

Receipt of the returned product: Once we receive the product you have returned, our team will promptly inspect it to verify its eligibility for a refund. This inspection is conducted to ensure that the product meets our return criteria, as described in our return policy.

Refund method: We process refunds using the same payment method you used for the initial purchase. This ensures a smooth and secure refund process. If, for any reason, a refund to the original payment method is not possible or practical, we will work with you to find an alternative solution.

Refund timeframe: The time for your refund to reflect in your account may vary based on your payment provider's policies. Generally, refunds are processed quickly, and you can expect to see the refunded amount in your account within 14 days.

Special case: If a customer wishes to partially return an order, shipping costs will not be refunded. Additionally, if the cost of the remaining items is below the free shipping threshold after returning part of an order, the cost of the initial delivery will be recalculated and charged.

Refund Eligibility

It is essential to be aware of the eligibility criteria for refunds to ensure you understand the parameters of refund eligibility. Please refer to the following information to understand refund criteria:

Eligible returned products: Refunds are exclusively issued for products that meet our return criteria, as described in our return policy. To be eligible for a refund, a returned product must adhere to the conditions outlined in the policy, including factors such as the product's condition and the timing of the return request.

Non-refundable items: Some products fall under the category of "Non-refundable Items." These are items that, due to their nature, cannot be returned or refunded. To find out which products are considered non-refundable, please refer to the "Non-refundable Items" section below.

Non-refundable Items

Understanding which items are non-refundable is essential to avoid misunderstandings or discrepancies in the refund process. Please note that we aim to provide clarity and transparency regarding our refund policy to ensure that your purchasing experience is as smooth as possible. Certain items fall under the category of "Non-refundable Items." This classification is based on the unique nature of these products, and it is crucial to understand that refunds will not be granted for the following items:

Used, opened, or altered products: We cannot accept returns or issue refunds for products that have been used, opened, or altered in any way. To be eligible for a refund, products must remain in their original condition and packaging.

Returns without a valid RA number: All returns require a Return Authorization (RA) number issued by our customer support team. If a product is returned without a valid RA number, it will not be accepted for a refund.

Customized or personalized products: Products that have been customized or tailored to meet your specific preferences or needs are not refundable. Please consider this before placing an order for personalized items.

Perishable products: Due to the nature of certain products, they are considered perishable items. For health and safety reasons, perishable products are not refundable. We recommend thoroughly checking your order before finalizing it.

Note: Our customer support team typically responds to inquiries within 72 hours, and we appreciate your patience while waiting for a response.

Opening hours: 8:00 AM - 8:00 PM

Address: 20 Wengertswee L-5450 Stadtbrédimus, Grand Duchy of Luxembourg

Phone: 00 352 661 24 10 03

Updates to This Policy

At rod oliver s.à.r.l, we are committed to ensuring that our policies remain current and in line with our practices, as well as any operational, legal, or regulatory requirements. Therefore, we may periodically update this return and refund policy.