Refund policy
At roelito, we are dedicated to providing customers with high-quality wigs, hair accessories, and hair extension products. We want every purchase to meet your expectations. If your order does not meet your needs, our team is available to help you with the return process.
Please review the following return guidelines before submitting your request.
1. Return Request Timeframe
Customers may submit a return request within 30 calendar days after receiving the product.
Requests submitted after this 30-day period will generally not be accepted, except where required by applicable local consumer protection regulations or covered by relevant product warranties.
2. Conditions for Accepted Returns
To qualify for a return, items must meet the following requirements:
The product must remain unused and unopened.
All original packaging, labels, tags, and accessories must be included.
The item must be returned in its original condition.
If your order has a verified issue, including:
Product defects
Damage during transportation
Incorrect item received
Product significantly different from the description (such as incorrect color, texture, or length)
roelito will provide a full refund or replacement solution after review.
For returns caused by personal preferences or a change of mind, we can accept the request only when the product remains unopened and unused.
Due to hygiene and safety standards, the following items cannot be returned for personal reasons once opened or used:
Wigs
Lace hair extensions
Lace bangles
Hair ties
Any opened hair-related products
Additionally, products that have been tried on, worn, combed, trimmed, styled, or marked as non-returnable on the product page are not eligible for personal-return requests.
3. Return Delivery Responsibility
Return shipping responsibility depends on the reason for the return.
Returns Caused by Product Issues
If the return is related to:
Quality defects
Shipping damage
Incorrect products received
Major product description discrepancies
roelito will cover the return shipping cost by providing a prepaid return label. No handling fee will be charged.
Returns Caused by Personal Reasons
For returns due to personal preference, incorrect selection, or change of mind:
The customer is responsible for return shipping costs.
Original shipping fees paid during checkout are non-refundable.
No handling fee will be charged if the item is unopened and returned in original condition.
Return requests submitted after the 30-day return window are normally not accepted. However, products with manufacturer warranty coverage may still qualify for repair or replacement services.
4. Steps to Request a Return
To start a return, please contact our customer service team:
Email: service@roelito.com
Please use the following email subject format:
Return Request - Order Number: [Your Order Number]
To help us process your request quickly, please include:
Order number
Product name and quantity
Reason for return
Photos or videos showing the issue (required for damaged, defective, or incorrect items)
Our customer service team will review your request and reply with return instructions within two business days.
For approved quality-related returns, we will provide a prepaid return shipping label.
5. Refund Review & Processing
Once your returned item arrives at our facility, we will inspect the product condition and confirm whether the refund request is approved.
If approved:
Refunds will be issued to the original payment method used during checkout.
Refunds may be returned through your credit card, PayPal, or the original payment channel.
Processing times depend on your bank or payment provider.
roelito will never request additional bank account information or alternative payment details for refunds.
Please note that partial refunds may be issued in cases where:
Original parts or accessories are missing
Packaging has been damaged
The product shows signs of use beyond opening the package
6. Additional Return Information
Warranty Support
Certain products may include manufacturer warranty coverage. If a product has a specific durability guarantee and your issue occurs after the 30-day return period, please contact us to discuss possible repair or replacement options.
Damaged Packages
If your package arrives damaged, please notify us within 7 days after delivery. We recommend checking your order immediately after receiving it.
Large Quantity Orders
Bulk purchases or commercial orders may follow different return conditions. Customers placing large orders are encouraged to contact us before completing their purchase.
This return policy does not limit any consumer rights provided under applicable laws in your region.
7. Contact Our Support Team
For questions regarding returns, refunds, or if you believe your return request requires further review, please contact:
Customer Service Email:
service@roelito.com
We aim to respond to customer inquiries within 24 hours on weekdays.
If a resolution cannot be reached directly, both parties may seek assistance through appropriate third-party mediation or a competent court within our applicable jurisdiction.