Refund policy

Return & Refund Policy

At Ro'ya, we are committed to providing high-quality products and excellent customer service. Please read our Return & Refund Policy carefully before placing your order.

1. Return Eligibility

Returns or exchanges are accepted only if:

- The product has a manufacturing defect.
- The wrong item was delivered.
- The product was damaged during shipping.

We do not accept returns or exchanges due to a change of mind, personal preference, incorrect ordering, or dissatisfaction with the style after delivery.

2. Return Request Period

You must contact us within 14 days from the date you receive your order.

If your return request is approved, the item must be handed over to the shipping company within 3 business days after receiving our return instructions.

3. Product Condition

To be eligible for a return or exchange:

- The product must be unused and in its original condition.
- All original packaging, accessories, and included items must be returned.
- Products showing signs of use, damage caused by misuse, or missing accessories may not be accepted.

4. Prescription Lenses

Prescription lenses are custom-made specifically for each customer and are non-returnable and non-refundable, unless there is a manufacturing defect or an error on our part.

If a return is approved for an order containing prescription lenses, only the frame value will be refunded after deducting the cost of the prescription lenses.

5. Shipping Costs

Customers are responsible for all return and exchange shipping costs, unless the return is due to our mistake or a manufacturing defect.

6. Refused Deliveries

If a customer refuses to receive an order for any reason other than our mistake, the customer will be responsible for the full shipping charges.

7. Manufacturing Defects

If your product has a verified manufacturing defect, Ro'ya will cover all shipping costs and will replace the product or issue a full refund at no additional cost.

8. Refund Processing

Approved refunds will be processed after the returned item has been received and inspected. Refunds will be issued using the agreed refund method.

9. Contact Us

To request a return or exchange, please contact us through our official Instagram page before sending any item back.