Refund policy
Return & Refund Policy
Last Updated: September 19, 2026
At ROOPY, we want you to receive your order in good condition and have clear information about your options if something goes wrong or if you decide an unopened product is not right for you.
This Return & Refund Policy applies to purchases made directly through the official ROOPY website.
For information about delivery, transit times, and shipping charges, please review our Shipping Policy.
30-Day Return Window
Eligible return or refund requests must generally be submitted within 30 days of the date your order is delivered, unless a longer period is required by applicable law.
ROOPY accepts eligible requests in two main situations:
- Product quality, damage, or order-related issues
- Eligible unopened and unused products returned because of a change of mind or personal preference
Different conditions and return shipping responsibilities apply depending on the reason for the return, as described below.
Damaged, Defective, Incorrect, or Missing Items
If your product arrives damaged, defective, leaking, broken, incorrect, or an item is missing from your order, please contact us within 30 days of delivery.
Eligible issues may include:
- Products damaged during shipping
- Defective or faulty products
- Leakage or broken packaging
- Significant product quality issues
- Incorrect items received
- Missing items from your order
Please contact us at:
or through our Contact Us page.
Please provide:
- Your order number
- The name of the affected product
- A description of the issue
- Clear photos and/or videos showing the problem
- Photos of the shipping package or shipping label, where relevant
We may request additional information reasonably necessary to review your claim.
If your claim is approved, ROOPY may provide a refund, replacement, or other appropriate resolution, depending on the circumstances.
Returnless Refunds for Eligible Quality Issues
Due to the personal-care nature of our products and the international nature of our fulfillment network, many approved claims involving defective, damaged, leaking, incorrect, or otherwise eligible products may not require the product to be physically returned.
In these situations, ROOPY may issue a refund or provide a replacement after reviewing the supporting information provided by the customer.
Please retain the affected product, original product packaging, shipping packaging, and shipping label until your claim has been fully reviewed.
Change-of-Mind and Personal Preference Returns
ROOPY accepts eligible change-of-mind or personal-preference returns within 30 days of delivery, provided that the product meets all of the following conditions:
- The product is unopened
- The product is unused and untested
- Any protective seal or hygiene seal remains intact
- The product remains in its original packaging
- The product is in a condition suitable for resale
- The return request is submitted within 30 days of delivery
Eligible reasons may include:
- Change of mind after purchase
- Ordering the wrong item
- Deciding that an unopened product is no longer wanted
- Disliking the fragrance or scent before the product has been opened or used
- Personal preference regarding fragrance, texture, packaging, or other sensory characteristics, provided the product remains unopened and unused
For eligible change-of-mind returns, the customer is responsible for the return shipping cost unless otherwise required by applicable law.
Please contact us before sending any product back.
Opened or Used Personal-Care Products
Because ROOPY sells personal-care, beauty, hand-care, body-care, and fragrance products, products that have been opened, used, tested, partially consumed, or had their protective seal broken generally cannot be returned for change-of-mind or personal-preference reasons.
This includes situations where a customer:
- Does not like the fragrance after opening or testing the product
- Finds the fragrance too strong or too light
- Prefers a different texture or skin feel
- Changes their mind after using the product
- Has partially consumed or tested the product
Differences in fragrance perception, fragrance intensity, texture preference, or other subjective sensory experiences are not considered product quality defects.
However, if an opened or used product has a confirmed defect, leakage, damage, or other legitimate quality issue, please contact us and we will review the claim under our quality-issue policy.
Non-Returnable Items
Unless otherwise required by applicable law, the following items are not eligible for change-of-mind returns:
- Opened, used, or tested personal-care products
- Products with broken or removed hygiene seals
- Products that are no longer in their original condition
- Products damaged because of misuse, improper storage, accidental damage, or improper handling after delivery
- Gift cards
- Items specifically marked as Final Sale, where permitted by law
This does not affect your rights if a product arrives defective, damaged, incorrect, or otherwise fails to meet applicable legal requirements.
Return Process
All physical returns must be approved by ROOPY before shipment.
To request a return, contact:
or visit our Contact Us page.
Please include:
- Your order number
- The item you wish to return
- The reason for the return
- Photos or videos where relevant
- Confirmation that the product is unopened and unused if the return is for change of mind or personal preference
After reviewing your request, ROOPY will provide return instructions if a physical return is required.
Do not send any product back before receiving return authorization from ROOPY.
Unauthorized returns may not be accepted or processed.
Authorized U.S. Return Facility
For approved U.S. returns that require a physical return, ROOPY may direct customers to the following authorized return facility:
ROOPY Returns c/o Youngver Sam
4317 E Santa Ana St, Unit B
Ontario, CA 91761
United States
Telephone: +1 909-539-8372
This address is an authorized U.S. return facility for approved returns only and is not ROOPY's registered business address.
Please do not send a product to this address unless ROOPY Customer Care has specifically authorized the return and instructed you to use this location.
International Return Locations
ROOPY does not use one universal return address for all customers.
Because we serve customers in multiple countries and use different fulfillment and return solutions depending on the destination, the appropriate return location may vary depending on:
- Your country or region
- The product involved
- The original fulfillment location
- The available return facility
- The logistics solution available at the time of return
If a physical return is required, ROOPY Customer Care will provide the appropriate return instructions after your request has been approved.
Please do not send products to:
- The shipping address shown on your original parcel
- A ROOPY fulfillment facility
- A warehouse address
- ROOPY's registered business address
- Any other address associated with ROOPY
unless Customer Care has specifically authorized that location for your return.
Return Shipping Costs
Product Defects, Damage, or ROOPY Order Errors
For approved returns resulting from:
- A confirmed product defect
- Shipping damage
- Leakage
- An incorrect item
- Another issue attributable to ROOPY
ROOPY will cover reasonable return shipping costs where a physical return is required.
Do not independently purchase return shipping before receiving instructions from ROOPY.
Change-of-Mind or Personal Preference Returns
For approved returns where the product is not defective and the return is due to:
- Change of mind
- Ordering the wrong product
- Fragrance preference
- Other personal-preference reasons
the customer is responsible for the return shipping cost unless otherwise required by applicable law.
Original shipping charges are generally non-refundable for change-of-mind returns.
Exchanges and Replacements
ROOPY does not currently offer direct exchanges for change-of-mind or personal-preference returns.
If an eligible unopened product is returned and a different product is desired, the customer may place a new order after the return is completed.
For confirmed damaged, defective, leaking, incorrect, or missing products, ROOPY may provide a replacement instead of a refund where appropriate.
Refunds
Once your approved claim or physical return has been reviewed, we will notify you whether your refund has been approved.
For physical returns, the returned item may be inspected before a refund is issued.
If approved, the refund will normally be issued to your original payment method within 10 business days.
Your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refunded amount appears in your account.
If more than 15 business days have passed since ROOPY confirmed that your refund was issued and you have not received it, please contact:
Original shipping charges are generally non-refundable for change-of-mind or personal-preference returns.
For approved claims involving a confirmed defect, shipping damage, incorrect item, or another issue attributable to ROOPY, original shipping charges may also be refunded where appropriate or required by applicable law.
European Union and United Kingdom Consumers
Nothing in this policy is intended to limit mandatory consumer rights available under applicable law.
If your order is subject to European Union or United Kingdom consumer protection laws, you may have statutory cancellation, withdrawal, return, or refund rights in addition to the voluntary rights described in this policy.
For eligible EU online purchases, consumers generally have the right to withdraw from an eligible purchase within 14 days of receiving the goods, subject to applicable legal requirements and exceptions.
For eligible UK online purchases, consumers generally have the right to notify the seller of cancellation within 14 days of receiving the goods, subject to applicable legal requirements and exceptions.
Where permitted by applicable law, sealed goods that are not suitable for return for health protection or hygiene reasons may lose their cancellation eligibility after the seal has been broken following delivery.
Mandatory statutory consumer rights will take precedence over this policy where required by applicable law.
Purchases From Other Retailers
This policy applies only to purchases made directly through ROOPY's official website.
If you purchased a ROOPY product through another retailer, marketplace, distributor, or seller, please contact the original seller directly regarding returns, refunds, or exchanges.
The original seller's return and refund policy will apply to that purchase.
Related Information
For additional information, please review:
Contact Us
For questions regarding returns, refunds, damaged products, missing items, or your order, please contact:
ROOPY AROMA LIMITED
Trade Name: ROOPY
Email: support@roopygroup.com
Telephone: +852 9829 7925
Registered Business Address:
Unit B, 10/F, CKK Commercial Centre
Nos. 289–295 Hennessy Road
Wan Chai, Hong Kong
Please note that the registered business address above is not a return address unless ROOPY Customer Care specifically instructs you otherwise.
ROOPY may update this Return & Refund Policy from time to time. Any updates will be published on this page and will apply in accordance with applicable law.