We do not accept the returns of goods unless the goods have arrived damaged, erroneous and/or defective and you notify us of this with the relevant pictures within 48 hours from the time of delivery.

The photos required upon receipt of a damaged item are as follows:

  • Photo(s) of the damaged product
  • Photo(s) of the inner packaging (bubble wrap, kraft paper) and outer packaging (box)
  • Photo(s) of the product together with the shipping label from the transport agency
  • Photo(s) of the packed product, putting it back in the package as it was delivered to you

In the event of receiving a faulty or defective product, the photos to be sent to us are those indicated below:

  • Photo of the product where the front of the product can be clearly seen.
  • Photo of the product where you can clearly see the barcode.
  • Photo of the product where the batch code can be clearly seen.

If the return requested is due to a malfunction of a product, you must also send us a video where the defect can be clearly seen. Once the requested images have been received, roTiara will contact you to provide you with a solution as soon as possible.