Refund policy

At romayna, customer satisfaction is our top priority. We are dedicated to delivering a straightforward, secure, and pleasant online shopping experience for every user. If you are not completely satisfied with your purchase, we offer a transparent return and refund mechanism to resolve your concerns efficiently.
Please carefully review the full policy below before submitting any return application.

1. Return Time Limit

All valid return requests must be submitted within 30 calendar days from the date your order is successfully delivered.
Applications made after the 30-day window will not be accepted in general, unless otherwise stipulated and required by local consumer protection laws and relevant regulations.

2. Product Return Eligibility Standards

To qualify for a valid return, all returned merchandise must comply with the following requirements:
  • Items must be unworn, unused, unwashed and kept in original new condition
  • Original tags, labels, outer packaging and matching accessories must remain complete and intact
  • Products must be free of stains, peculiar odors, makeup traces, pet hair and any other use marks
If your received items fall into any of the following situations:
  • Factory defective products
  • Goods damaged during logistics and delivery
  • Wrong items shipped by our side
  • Significant inconsistency with the official product description
Romayna will provide targeted solutions including product replacement or full refund, and we will bear the corresponding return shipping fees where applicable.
For returns due to personal reasons such as personal preference mismatch, incorrect size selection, accidental order placement or change of mind, items must still be kept in original, unused and resalable condition to be accepted.

Non-Returnable Items

To ensure public hygiene and product safety, the following items are non-returnable once used or unpacked:
  • Worn or used hair accessories
  • Items with washing traces, wear marks, stains or manual alterations
  • Goods with missing or torn original tags
  • Products clearly marked “non-returnable” on the product detail page
  • Returns submitted beyond the valid return period

3. Return Shipping Fee Rules

The bearer of return shipping cost is determined by the cause of the return application.

Quality & Platform-Caused Returns

For returns caused by product defects, delivery damage, wrong shipment or serious description inconsistency:
  • Romayna will provide official return shipping solutions or prepaid return labels upon confirmation
  • Customers are exempted from return shipping fees for verified platform-side problems

Personal Preference Returns

For returns due to personal preference, wrong size selection, order error or change of purchase intention:
  • Customers shall take full responsibility for return shipping fees
  • Original shipping fees paid during purchase are non-refundable
  • Items must be returned in unworn, unused and resalable original condition
Products returned after the 30-day valid period will not be accepted unless otherwise required by mandatory local laws.

4. Official Return Application Process

To initiate a return request, please contact our official customer service team via email:
Email: service@romayna.com
Standard Email Subject Format: Return Request – Order #[Your Order Number]
To accelerate processing, please attach the following information in your email:
  • Complete order number
  • Exact product name and quantity
  • Detailed return reason
  • Relevant photos or videos of product problems (if applicable)
  • Other valid information helpful for request verification
Our support team will review your application and reply with detailed return instructions within 2 business days.
Important Note: Please do not send back any goods before receiving official return instructions from our team.

5. Refund Processing Rules

We will confirm your refund status promptly after receiving and inspecting your returned items.
Once your return application is approved, the refund will be fully returned via your original payment channel.
Refunds are generally processed within 5–10 business days after approval. The actual arrival time depends on the processing cycle of your bank, credit card institution or third-party payment platform.
No additional payment information is required for standard refund procedures.
We reserve the right to offer partial refunds only if the returned items have the following conditions:
  • Missing original tags or supporting accessories
  • Visible use or washing traces
  • Post-delivery stains, odors or artificial damage
  • Damaged or incomplete original packaging

6. Handling of Damaged & Incorrect Items

Please check your goods carefully immediately after delivery.
If you receive damaged, defective, incorrect or missing items, please contact our customer service in a timely manner and provide your order number together with clear photographic or video evidence.
For goods damaged in transit, please submit your feedback within 7 days after delivery to ensure timely investigation and proper solution arrangement.

7. Product Exchange Service

If you need to exchange your item for a different size, color or style, please consult our customer service team before submitting a return application.
Subject to real-time product inventory status, we will support item exchange services or suggest you place a new order while returning the original goods in accordance with this policy.

8. Special Scene Provisions

Bulk purchases and commercial wholesale orders are subject to customized return terms. Bulk purchase customers are recommended to consult our customer service in advance before placing orders.
This Return & Refund Policy will not override or restrict the legitimate consumer rights stipulated by local applicable laws and regulations.

9. Customer Support

For any inquiries about return rules, refund progress, product exchange and order issues, please contact us via official channels:
Brand: romayna
Official Email: service@romayna.com
Official Website: romayna.com
Our customer service team will respond to all valid inquiries within 24 hours on working days.
We sincerely appreciate your understanding and support, and we strive to provide you with simple, reliable and reassuring fashion shopping services.