Refund policy

At Roofa, we prioritize customer satisfaction and stand by the quality of our beauty and skincare products. If you are not completely satisfied with your purchase, we offer a return and refund policy under the following conditions:

1. Return Eligibility

Due to hygiene and safety reasons, returns are accepted only if:

  • The product is unopened, unused, and in its original sealed packaging.
  • The return request is made within 7 days of receiving the order.
  • The product was received damaged, defective, or incorrect.

Non-Returnable Items:

  • Used, opened, or unsealed beauty products.
  • Personal care items, fragrances, and skincare products for hygiene reasons.
  • Gift cards, promotional items, or clearance sale products (unless defective).

2. How to Initiate a Return

  • Contact our customer support team at info@roofaspain.com or 056 282 8629 within 7 days of receiving the order.
  • Provide your order number, product details, and reason for return (with photos if the item is damaged or incorrect).
  • Our team will review your request and arrange a return pickup if eligible.

3. Return Shipping

  • Damaged or incorrect products: We will arrange a free return pickup and provide a replacement or refund.
  • Change of mind returns: We currently do not accept returns for reasons such as "not liking the product" once the package is opened.

4. Refund Process

  • Once the returned product is received and inspected, refunds will be processed within 5-7 business days.
  • Refunds will be issued to the original payment method or as store credit upon request.
  • For Cash on Delivery (COD) orders, refunds will be issued as store credit or a bank transfer.

5. Exchange Policy

  • Exchanges are allowed only for incorrect or damaged items.
  • If the replacement item is unavailable, a full refund or store credit will be provided.

6. Order Cancellations

  • Orders can be canceled within 12 hours of placement.
  • Once the order is shipped, it cannot be canceled, but eligible returns can be processed as per our policy.

For any further assistance, please contact us at info@roofaspain.com or call 056-282-8629