As a core apparel brand focusing on the clothing sector under Anhui Shanbai E-Commerce Co., Ltd., Roenstore has always taken "protecting consumers' legitimate rights and interests and creating a secure and worry-free shopping experience" as its core service tenet since its establishment. While deeply committing to improving the quality of three core apparel categories—dresses, shorts, and midi skirts—and optimizing front-end services such as order processing and logistics delivery, we fully understand that a reasonable and clear return policy is a crucial pillar of consumers' shopping confidence. Therefore, relying on the company's mature after-sales management system and standardized service processes, we have formulated this Return Policy, which details return application conditions, operation steps, exclusive return addresses, refund rules, and precautions. We also provide official consultation channels for return-related issues, ensuring that when you need to process a return, you can clearly understand the process throughout and complete the operation smoothly, minimizing shopping concerns to the greatest extent.
1. Return Application Conditions
To protect the legitimate rights and interests of both you and the brand, returns must meet the following conditions. Failure to meet these conditions may result in the rejection of your return application, so please pay close attention:
- Time Limit: You may submit a return application within 15 natural days from the date you receive the product (based on the delivery confirmation time shown on the logistics platform). Returns will not be accepted after 15 natural days, except for cases involving product quality issues (for quality issues, relevant proof is required, and handling can be negotiated through official channels).
- Product Condition: Products applying for return must remain in an "unused, undamaged, and non-resalable" state. Specific requirements include: ① Product tags, care labels, and brand logos are intact, not cut, detached, or altered; ② Original product packaging (such as dust bags, boxes, transparent plastic wraps, etc.) is intact, without damage, stains, or wrinkles; ③ Products have no signs of wear (such as sweat stains, perfume odor, pilling, snags), no cleaning marks (such as detergent residues, shrinkage, or deformation), and no signs of cutting or modification; ④ If the product is accompanied by accessories (such as decorative belts, buttons, spare threads, etc.), they must be returned together without loss or damage.
- Explanation for Quality Issues: If you apply for a return due to inherent product quality issues (such as fabric damage, unstitched seams, severe fit deviation, uneven printing/dyeing, broken zippers/buttons, or other issues caused by non-human factors), you are not restricted by the above "product usage condition" requirements. However, you must provide clear photos of the quality issue (at least 2 photos that fully show the location and details of the problem) when applying to facilitate our quick verification and handling.
- Order Scope: Only orders placed through Roenstore's official website (www.roenstore.com) are eligible for return applications. Orders from third-party platforms must follow the return rules of the corresponding platform; customized products (such as dresses or midi skirts with special size or pattern customization) are not eligible for return for non-quality issues. For quality issues of customized products, applications must be submitted within 7 natural days of receipt.
2. Return Operation Process
If your order meets the above return conditions, you can apply for a return in accordance with the following steps to ensure a smooth and efficient process:
- Submit a Return Application: ① Log in to Roenstore's official website, enter "My Account - Order Management", find the order requiring return, and click "Apply for Return"; ② Fill in the return reason (such as "Incorrect Size", "Style Mismatch", "Quality Issue", etc.), return quantity, contact person's name, and phone number as prompted on the page. For quality issues, you need to upload photos of the product problem; ③ After submitting the application, the system will automatically generate a "Return Application Number". Please keep it properly (it is recommended to record or take a screenshot) for subsequent package shipment, progress inquiry, and communication.
- Wait for Application Review: We will complete the review within 3 working days after receiving your return application. The review result will be notified to you via the email or mobile phone SMS you reserved during registration; if the review is approved, the email will include the exclusive return address, package packaging requirements, and precautions; if the review is rejected, the specific reason (such as non-compliant product condition, incomplete application materials, etc.) will be stated in the notification, and you can re-submit the application after supplementing materials according to the reason.
- Ship the Returned Product: ① In accordance with the requirements in the approved review email, package the returned product, original packaging, all accessories, and the "Return Application Number" (it is recommended to write it on a note and place it in the package) together. Ensure the packaging is firm to avoid product damage during transportation; ② Choose a courier method that provides logistics tracking services (such as SF Express, ZTO Express, YTO Express, etc.; regular mail is not accepted) to ship the returned product to the designated return address. You need to bear the return shipping cost in advance (for returns caused by product quality issues, you can apply for reimbursement with the shipping voucher later, and the reimbursement standard will be explained during the review); ③ Keep the logistics tracking number of the return courier to facilitate subsequent tracking of the package progress and avoid untraceable loss of the package.
- Confirm Receipt and Quality Inspection: After we receive your returned package, we will complete unpacking and quality inspection within 5 working days to check whether the product condition meets the return conditions and whether the accessories are complete. The quality inspection result will be notified to you via email or SMS: ① If the inspection is passed, the refund process will be initiated; ② If the inspection is failed (such as signs of wear on the product, missing accessories, damaged packaging, etc.), the return will be rejected, and the product will be shipped back to you in its original state. You need to bear the return shipping cost, and the reason for the failure will be explained via email.
- Process the Refund: After the quality inspection is passed, we will process the refund for you within 2 working days. The refund will be handled in accordance with the principle of "return to the original payment method": ① If you paid by credit card, the refund will be returned to your original credit card account. The refund arrival time is usually 7-15 working days, subject to the bank's processing cycle; ② If you used other compliant payment methods (excluding WeChat Pay and Alipay), the refund will be returned to your original payment account, and the arrival time is subject to the rules of the payment platform; ③ After the refund is completed, you will receive a refund confirmation email, and you can check the refund arrival status through the original payment channel.
3. Return Address Description
To ensure that your return package can be delivered accurately and timely, and to avoid package loss or delay due to incorrect address, please be sure to ship the package to the address in the approved review email (the following is Roenstore's unified return address; cross-border return addresses will be provided separately according to your receiving region, subject to the review email):
- Return Address: Rooms 6410 and 6411, Huitong Fortune City, Xiangyang Street, Yingdong District, Fuyang City, Anhui Province (Attn: After-sales Department, Anhui Shanbai E-Commerce Co., Ltd.)
- Recipient: After-sales Specialist (Please note "Return + Your Return Application Number" on the package waybill)
- Contact Phone: +86-18654377890 (Only for communication regarding the receipt of return packages; no online customer service is provided)
- Precautions: ① Please confirm the return address is correct before shipping. If the package cannot be signed for due to incorrect address filling, you will bear the responsibility; ② For cross-border returns, please mark "Personal Use Return" on the outside of the package to avoid unnecessary customs taxes, which shall be borne by you; ③ Do not ship the returned product to any address other than the above, otherwise the package may be unidentifiable, affecting the return progress.
4. Refund Rule Description
To help you clearly understand the refund amount, timeline, and related requirements, the detailed refund rules are as follows:
- Calculation of Refund Amount: ① Returns for non-quality issues: The refund amount is the actual payment amount of the product when you purchased it (excluding the shipping cost incurred by the order; the shipping cost is non-refundable); ② Returns for quality issues: The refund amount is the actual payment amount of the product in the order + the reasonable return shipping cost you paid in advance (shipping vouchers are required, such as photos of the courier waybill and screenshots of payment records. The maximum refund amount for shipping costs is determined based on the product weight and shipping region, and the specific amount will be notified during the review. ③ If a coupon was used for the order, the refund amount will deduct the discounted portion of the coupon.
- Factors Affecting Refund Timeline: The refund arrival time may be affected by the following factors: ① Differences in payment channels (different payment methods have different refund processing cycles); ② Processing cycles of banks or payment platforms (holidays may extend the processing time); ③ Logistics timeline of the return package (if the package shipping is delayed, the quality inspection and refund process will be delayed accordingly). If you have not received the refund more than 15 working days after the refund is processed, you can consult by sending an email to customer@roenstore.com (mark the email subject as "Refund Inquiry + Order Number + Return Application Number"), and we will assist in verifying the progress.
- Handling of Special Cases: ① If you need to cancel the return due to personal reasons after your return application is approved, you must send an email to customer@roenstore.com to explain before the package is shipped. Otherwise, after the package is received, the normal quality inspection process will still be followed. If the inspection is passed, the refund will be processed and cannot be canceled; ② If the return package is lost during transportation, you need to negotiate compensation with the courier company on your own. We will only process the refund after receiving the package and passing the quality inspection, and we will not process the refund if the package is not received.
5. Common Return Issues and Solutions
- What to Do If the Return Application Is Rejected: If you receive a notification that your return application has been rejected, you can first check the reason in the notification: ① If it is due to "non-compliant product condition", you can supplement photos of the current product condition to prove that the product is unused and resalable, then re-submit the application; ② If it is due to "incomplete application materials" (such as no photos uploaded for quality issues), you can re-submit the application after supplementing the materials; ③ If you have objections to the review result, you can send an email to customer@roenstore.com to explain the situation (attach the return application number and relevant certificates), and we will re-review within 2 working days.
- What to Do If the Return Package Is Shipped to the Wrong Address or Lost: ① If the package is shipped to the wrong address, you need to contact the courier company in a timely manner to modify the recipient address (if the package has been shipped, the courier company needs to assist in redirecting it). If the address cannot be modified, you need to communicate with the recipient at the wrong address to return the package and re-ship it to the correct address; ② If the package is lost, you need to apply for logistics inquiry and compensation from the courier company, and send an email to customer@roenstore.com to explain the situation at the same time. We can assist in providing proof of the return address, but we do not bear the responsibility for compensating for the lost package. The refund will be processed only after the package is received.
- How to Distinguish Between Quality Issues and Non-Quality Issues: ① Quality issues: Refer to defects inherent in the product, such as fabric damage, unstitched seams, broken zippers/buttons, severe fit deviation from the description on the product detail page, uneven printing/dyeing, and other issues caused by non-human factors; ② Non-quality issues: Refer to issues caused by personal subjective reasons or improper use, such as "incorrect size", "dislike the style", "slight color difference from the picture", "unsuitable after wearing", "fabric damage caused by improper cleaning", etc. If you cannot make a judgment, you can upload product photos when applying, and our after-sales team will assist in determining.
6. Warm Tips for Returns
- Keep Relevant Vouchers: During the return process, it is recommended that you keep the following vouchers for verification in case of subsequent issues: ① Screenshot of the return application number; ② Logistics tracking number of the return package and screenshot of the tracking record; ③ Photos of product quality issues (to be kept for returns due to quality issues); ④ Shipping payment voucher (to be used when applying for shipping cost reimbursement).
- Pay Attention to Package Packaging: When shipping the returned product, it is recommended to use the original packaging or a box of similar hardness to avoid product damage during transportation due to shoddy packaging. Product damage caused by packaging issues may affect the return review result.
- Pay Timely Attention to Notifications: Please keep your registered email and mobile phone unblocked, and check the return application review result, quality inspection result, refund notification, and other information in a timely manner to avoid delays in the return process due to failure to check notifications promptly.
Roenstore is always committed to providing you with worry-free shopping protection through a standardized and transparent return policy. If you have any questions or encounter problems during the return process, please feel free to contact us through the official channels listed in this Policy. We will assist you in solving the problem with a professional and responsible attitude to ensure that your legitimate rights and interests are protected.
Brand and Company Information
- Brand Name: Roenstore
- Affiliated Company: Anhui Shanbai E-Commerce Co., Ltd.
- Head Office Address: Rooms 6410 and 6411, Huitong Fortune City, Xiangyang Street, Yingdong District, Fuyang City, Anhui Province, China