Refund policy
At ROOSNE, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return, your item must:
- Be unused and in its original condition
- Be returned in its original packaging
- Include proof of purchase
Please note that return shipping costs are the responsibility of the customer, unless the return is due to a damaged, defective, or incorrectly shipped item.
To start a return, please contact us at support@roosne.com before sending your item back.
Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If your product arrives damaged, defective, or you receive the wrong item, contact us within 48 hours of delivery. Please include your order number along with clear photos of the item and its packaging.
We'll review your request and arrange a replacement, refund, or another suitable solution as quickly as possible.
Ordered the Wrong IQOS Case?
Before completing your order, please make sure you've selected the correct IQOS model.
If you notice a mistake immediately after placing your order, contact us as soon as possible. If your order has not yet been processed for shipment, we'll gladly update or cancel it.
Once an order has been shipped, returns are handled according to this Return Policy.
Exchanges
We currently do not offer direct exchanges.
If you'd like a different product, simply return your eligible item once approved and place a new order through our website.
European Union Customers
If your order is delivered within the European Union, you have the right to cancel or return your purchase within 14 days of receiving it, in accordance with applicable consumer protection laws.
Returned items must be unused, in their original condition, and include their original packaging and proof of purchase.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome.
If your refund is approved, it will be issued to your original payment method. Depending on your bank or payment provider, the funds may take up to 10 business days to appear in your account.
If you haven't received your refund within 15 business days after approval, please contact us at support@roosne.com.
Product Appearance
We make every effort to display our products as accurately as possible.
Please note that slight differences in colour or appearance may occur due to screen settings, display calibration, or lighting conditions. These minor variations are normal and do not qualify as manufacturing defects.
Need Assistance?
If you have any questions regarding returns, refunds, or your order, our support team is always happy to help.