Refund policy
Refund Policy
RoverRest
At RoverRest, we are committed to delivering high-quality products and a reliable customer experience. This Refund Policy outlines the conditions under which refunds, replacements, or returns may be approved.
By placing an order with RoverRest, you agree to the terms outlined in this policy.
60 Day Product Guarantee
RoverRest offers a 60 day product guarantee starting from the date your order is marked as delivered.
If your product arrives damaged, defective, or not functioning as intended, our support team will review the issue and determine the appropriate resolution.
To submit a claim, please contact our support team:
Please include:
- Your order number
- A description of the issue
- Clear photos or a short video showing the condition of the product
Providing this information helps our team review and resolve your claim as efficiently as possible.
Faulty or Damaged Products
If a manufacturing fault or shipping damage is confirmed, RoverRest may offer a replacement or refund after reviewing the provided evidence.
RoverRest reserves the right to request additional photo or video documentation before approving any claim.
Return Authorization Requirement
All returns must be approved in writing by our support team before being sent back.
Items returned without prior approval will not be accepted or processed.
If a product is returned without authorization, the return may become ineligible for a refund or replacement.
Customers must wait for written confirmation and return instructions from our support team before sending any items back.
Return Shipping
RoverRest offers free shipping on customer orders; however, return shipping labels are not provided.
If a return is approved, the customer is responsible for arranging and covering the cost of return shipping.
Return shipping costs are non-refundable.
Used Products
Products that have been used, worn, altered, or damaged after delivery are not eligible for refunds unless a verified manufacturing defect exists.
For hygiene, safety, and product integrity reasons, certain items cannot be returned once used.
If a product is determined to be functioning as intended after use, it will not qualify for a refund.
Change of Mind
Refunds are not provided for change-of-mind purchases once an order has been processed or shipped.
Customers are encouraged to carefully review product descriptions, sizing, compatibility, and product details before purchasing.
Incorrect Shipping Information
Customers are responsible for providing accurate shipping details during checkout.
RoverRest is not responsible for orders that cannot be delivered due to incorrect or incomplete shipping information provided by the customer.
Delivered Packages
If tracking confirms that an order has been delivered, RoverRest cannot be held responsible for lost or stolen packages.
Customers should contact the shipping carrier directly to investigate delivery-related issues.
Fraud and Abuse Protection
RoverRest actively monitors refund and return requests to prevent fraud and abuse.
We reserve the right to deny refund requests, limit service, or refuse future orders if we determine that a customer is attempting to exploit the refund policy, submit false claims, provide misleading evidence, or repeatedly request refunds for used products.
All evidence submitted during claims must accurately represent the product and its condition.
Chargebacks and Payment Disputes
Customers are encouraged to contact RoverRest support before initiating a payment dispute or chargeback.
If a chargeback is initiated without first contacting our support team, we reserve the right to submit all relevant documentation to the payment provider as part of the dispute investigation, including:
- Order confirmation
- Delivery confirmation
- Customer communications
- Submitted evidence from the customer
Submitting a fraudulent chargeback after receiving a product may be considered payment fraud and could result in restrictions on future purchases.
Refund Processing
If a refund is approved, it will be issued to the original payment method used at checkout.
Processing times may vary depending on your bank or payment provider.
Contact
For all order, return, or refund-related inquiries, please contact: