Refund policy

Returns and Refunds Policy

This policy is governed by the Consumer Guarantees Act 1993 (CGA) for retail consumers and sets specific terms for business transactions.

When is a return or refund applicable? (B2C)

A retail customer may request a return, replacement, or refund when:

  1. The product received is faulty or has a quality defect.
  2. The product is damaged during transit.
  3. The product received does not match the purchased item or the description published on the website.

In these cases, Rouvé Global Beauty will cover the return process and offer, as appropriate, a product replacement or a full refund. To ensure correct handling, it is mandatory to include your order number and report the situation within 48 hours of receipt for transit damage, providing photographic evidence. For quality defects, notification must be provided within a reasonable timeframe after detecting the fault.

B2B Sales (Business Clients):

Where products are acquired for business purposes, in accordance with Section 43(2) of the CGA and Section 5D of the Fair Trading Act 1986, the parties agree that these Acts shall not apply to the transaction. For B2B sales, returns are strictly limited to manufacturing defects reported along with the order number within 5 working days of delivery. Rouvé Global Beauty reserves the right to repair, replace, or issue a credit note at its sole discretion.

When is a return not applicable? (Change of Mind)

Due to hygiene, safety, and quality control reasons, we do not accept returns for change of mind for products that have been opened or used. For products that remain completely unopened, sealed, and in their original packaging, any return for change of mind is at the sole discretion of Rouvé Global Beauty. If accepted, shipping costs will be the customer's responsibility, and the refund may be issued as store credit. This limitation does not affect your legal rights if the product is faulty or fails to meet legal guarantees.

Refund Process:

Approved refunds are processed using the same payment method employed in the original purchase. The estimated timeframe for the amount to be reflected is 5 to 10 business days. For any inquiries, customers should contact our team at cloeredesinternational@gmail.com, always including their order number.