Return, Refund, and Exchange Policy
We want you to be happy with your purchase from Romaysa. Please read this policy carefully before placing an order.
1. Return Window
You may request a return or exchange within 14 days after delivery. To be eligible, the item must be:
- Unworn, unused, unwashed, and undamaged;
- In its original packaging where possible;
- With original tags, labels, hygiene seals, and accessories attached;
- Accompanied by proof of purchase.
2. Non-Returnable Items
For hygiene and safety reasons, we do not accept returns for:
- Underwear, swimwear, bodysuits, and intimate apparel if the hygiene seal is removed or packaging is opened;
- Earrings and pierced jewelry;
- Items marked “final sale” or “non-returnable”;
- Gift cards;
- Customized or personalized items;
- Items damaged by misuse, improper care, washing, or normal wear and tear.
3. How to Request a Return or Exchange
Before sending any item back, email us at contact@romaysa.shop with:
- Your order number;
- Your full name;
- The item you want to return or exchange;
- The reason for return;
- Photos if the item is damaged, defective, or incorrect.
We will provide return instructions if your request is approved. Please do not send items back without contacting us first.
4. Return Shipping Costs
Unless the item is defective, damaged, or incorrect, the customer is responsible for return shipping costs. Original shipping fees are non-refundable unless required by law or unless we made an error.
We recommend using a tracked shipping service. We are not responsible for returns lost in transit.
5. Refunds
After we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
6. Exchanges
Exchanges are subject to stock availability. If the requested size, color, or item is unavailable, we may offer a refund or store credit where permitted.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at contact@romaysa.shop with photos and your order number. If approved, we will offer a replacement, exchange, or refund.
8. Late or Missing Refunds
If you have not received a refund after the processing period:
- Check your bank account again;
- Contact your card provider or payment provider;
- Contact your bank, as processing times can vary;
- If you still need help, email us at contact@romaysa.shop.
9. Return Address
Return instructions and the return address will be provided after your return request is approved. The return address may differ from our business address.
Business address: Rm 10, 23/F, New Trend Centre, 704 Prince Edward Road East, San Po Kong, Kowloon, Hong Kong
