Return & Refund Policy

1. Our Commitment to Quality

At ROCare Global, we formulate every product with precision and care. We want you to be entirely satisfied with your luxury personal care purchase. If your order does not meet our high standards due to a defect or error on our part, we are here to make it right.

Due to the hygienic nature of skincare, cosmetics, and personal wellness products, we adhere to a strict return policy to ensure the safety and health of all our customers.

2. Conditions for Return

We accept returns or exchange requests within 3 days of the delivery date, provided the following conditions are met:

To be eligible for a return, the item must be:

• Unused, unsealed, and in the exact same condition that you received it.
• In its original, undamaged ROCare Global premium packaging.
• Accompanied by the original invoice or proof of purchase.

* Note: If the seal is broken or the product has been used, we legally cannot accept the return for health and hygiene reasons, unless the product formulation itself is proven defective.

3. How to Initiate a Return

If your order meets the conditions above, please follow these steps to initiate a fast and seamless return process:

• Step 1: Contact our support team via WhatsApp (+880 1882 115515) or email (support@rocareglobal.com) within 3 days of receiving your order.
• Step 2: Provide your Order Number, a clear description of the issue, and photographic/video evidence of the defect or incorrect item.
• Step 3: Our quality assurance team will review your claim within 24-48 hours. If approved, we will dispatch our courier to collect the item from you, or provide instructions on how to send it back.

4. Refund Process

Once your returned item is received and inspected at our facility, we will notify you of the approval or rejection of your refund.

• Approved Refunds: We will initiate a refund to your original method of payment (bKash, Nagad, or Bank Transfer). Please allow 3-7 business days for the funds to reflect in your account.
• Replacement Option: Instead of a refund, you may opt for a free replacement of the damaged/incorrect item. We will ship the replacement out immediately upon approval.
• Shipping Costs: If the return is due to our error (wrong or defective item), ROCare Global will cover all return shipping costs. If the return is requested for any other reason, original and return shipping charges may be deducted from your refund.

5. Non-Returnable Items

Please note that the following items cannot be returned or refunded under any circumstances:

• Products purchased during clearance sales, flash sales, or promotional campaigns.
• Gift cards or digital vouchers.
• Products where the tamper-evident seal has been broken, even if unused.
• Products damaged after delivery due to improper storage, misuse, or mishandling by the customer.