Refund policy

RETURN AND REFUND POLICY

Last updated: July 25, 2026

ROVIAE is a brand operated by FastandCheap LLC. We want customers to understand our return and refund process before placing an order. Please review this policy carefully.

1. 60-Day Return Window

You may request a return within 60 calendar days from the date your order is marked as delivered by the shipping carrier.

A return request must be submitted before the 60-day return window expires. Return requests submitted after this period may not be accepted, except where required by applicable law.

2. Return Eligibility

To qualify for a standard return, the product must:

  • Be unused and unhydrated.
  • Not have been soaked in water, expanded, mixed with soil, planted, cut, broken apart, or otherwise used.
  • Be returned in its original packaging whenever reasonably possible.
  • Include all products and quantities included in the original order.
  • Be accompanied by valid proof of purchase, such as the order number or the email address used to place the order.

Because coconut coir is a growing medium that changes after hydration or use, products that have been opened, hydrated, expanded, mixed, planted, or consumed are generally not eligible for a change-of-mind return.

This restriction does not apply when the product was delivered damaged, defective, incorrect, or materially different from what was ordered.

3. How to Request a Return

Before sending any product back, contact us at:

Email: support@roviae.online
Phone: +1 (408) 430-2347

Please include:

  • Your full name.
  • Order number.
  • Email address used for the order.
  • The item and quantity you wish to return.
  • The reason for the return.
  • Photographs of the product, packaging, shipping label, and any damage when applicable.

We will review your request and provide return instructions if the return is approved.

Do not send a return without authorization. Unauthorized returns, or returns sent to an address not provided by our support team, may be refused or delayed.

4. Return Address

Approved returns must be sent only to the authorized return address provided in the return approval email.

Our publicly listed business mailing address is not necessarily a return warehouse. Do not send products to the business mailing address unless our support team specifically instructs you to do so.

5. Return Shipping Costs

Change-of-Mind Returns

If you return an eligible product because you changed your mind, selected the wrong quantity, no longer need the product, or for another reason that is not the fault of ROVIAE:

  • You are responsible for the return shipping cost.
  • Original shipping charges, if any, are non-refundable.
  • We recommend using a trackable shipping service.
  • You are responsible for the returned package until it is delivered to the authorized return facility.

If we provide a prepaid return label for a change-of-mind return, the label cost may be deducted from the approved refund. We will tell you the amount before the return is processed.

Damaged, Defective, or Incorrect Products

If we confirm that an item was delivered damaged, defective, incorrect, or materially different from what you ordered, ROVIAE will provide an appropriate resolution at no additional cost to you. Depending on the circumstances, this may include:

  • A replacement.
  • A prepaid return label.
  • A full or partial refund.
  • Another resolution agreed upon with you.

We do not charge a restocking fee for approved returns.

6. Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

Contact us as soon as reasonably possible if:

  • The product arrives damaged.
  • The package contains the wrong product or quantity.
  • Items are missing from the shipment.
  • The product appears defective.
  • The package was materially damaged during transportation.

For faster review, please contact us within 7 days of delivery and provide clear photographs of:

  • The shipping box or mailer.
  • The shipping label.
  • The product received.
  • The damaged or incorrect area.
  • All items included in the package.

Reporting an issue within seven days helps us investigate promptly, but this reporting request does not reduce any rights that cannot be limited under applicable law.

Please keep the product and all original packaging until we finish reviewing the claim. Do not discard damaged items unless instructed to do so.

7. Return Inspection

After the returned package is delivered, we will inspect it to confirm that:

  • It matches the approved return request.
  • The correct quantity was returned.
  • The product meets the eligibility conditions in this policy.
  • The product has not been hydrated, used, altered, or materially damaged after delivery.

We will normally notify you of the approval or rejection of the refund within 3 business days after completing the inspection.

Products that do not meet the return conditions may be refused. If a return is refused, we will contact you with an explanation and available options.

8. Refund Processing

When a refund is approved, it will be issued to the original payment method used for the purchase.

We normally initiate approved refunds within 5 business days after inspection. After the refund is issued, your bank, card issuer, PayPal, Shop Pay, or other payment provider may require additional processing time before the funds appear in your account.

Depending on your financial institution and location, this may take approximately 5–10 business days, and occasionally longer.

Shipping charges, expedited delivery fees, return-label costs, and other non-product charges are not refundable unless:

  • The return resulted from our error.
  • The product was confirmed as damaged, defective, or incorrect.
  • Applicable law requires otherwise.

9. Partial Refunds

A partial refund may be issued when:

  • Only part of an order is returned.
  • Fewer items are returned than were approved.
  • A product is returned with missing packaging or components but remains otherwise eligible.
  • A bundle or quantity discount no longer applies after part of the order is returned.
  • The customer and ROVIAE agree to a partial refund as the appropriate resolution.

We will explain any proposed deduction before completing the refund whenever reasonably possible.

10. Exchanges and Replacements

We do not guarantee direct exchanges for change-of-mind returns.

For the fastest service, you may return an eligible item for a refund and place a new order for the preferred product or quantity.

If an item arrived damaged, defective, missing, or incorrect, we may offer a replacement instead of a refund. Replacement availability depends on inventory and the circumstances of the claim.

11. Order Changes and Cancellations

Contact us immediately if you need to change or cancel an order.

We will attempt to accommodate the request if the order has not entered processing or fulfillment. However, cancellation or modification is not guaranteed after an order has been submitted.

If the order has already been processed, packed, or transferred to the shipping carrier, it cannot normally be canceled. After delivery, you may request a return under this policy if the product is eligible.

A refund for a successfully canceled order will be returned to the original payment method.

12. Packages Returned to Sender

Packages may be returned to the sender because of:

  • An incorrect or incomplete delivery address.
  • Failure to collect the package.
  • Refusal of delivery.
  • Repeated unsuccessful delivery attempts.
  • Carrier restrictions or other delivery issues.

After the package is returned and inspected, we may issue a refund for eligible products. Original shipping fees and any carrier return charges may be deducted when the return was caused by an incorrect customer-provided address, refusal of delivery, or failure to collect the package.

If the issue resulted from an error by ROVIAE, no such deduction will apply.

13. Refunds Not Received

If we confirm that a refund was issued but it has not appeared in your account:

  1. Check the original payment account.
  2. Contact your bank, card issuer, or payment provider.
  3. Allow the provider’s normal processing period.
  4. Contact us if the refund is still missing after 10 business days.

Please email support@roviae.online and include your order number.

14. Abuse and Fraud Prevention

We may refuse a return or refund request when there is reasonable evidence of:

  • Return fraud.
  • Altered or falsified photographs or documents.
  • A product being used and then represented as unused.
  • Returning a different product from the one purchased.
  • Repeated abuse of the return process.
  • Unauthorized payment activity.

Any refusal will be based on available order, shipping, product, and return information and will remain subject to applicable law.

15. Contact Information

For questions about returns, refunds, cancellations, damaged products, or missing refunds, contact:

ROVIAE
A brand operated by FastandCheap LLC

Email: support@roviae.online
Phone: +1 (408) 430-2347
Business Mailing Address:
1405 Brentwood Dr
Fort Collins, CO 80521
United States

Important: This business mailing address is not automatically an authorized return address. Approved return instructions will be provided by our support team.

16. Applicable Consumer Rights

This policy does not exclude, restrict, or replace any consumer rights that cannot legally be waived under applicable federal, state, or local law.

Where applicable law provides stronger rights than this policy, the applicable legal requirements will control.