Refund policy

Rover Island wants every order to be right the first time. If something is not right, our Customer Support team will review your case and guide you through the correct next step. This policy explains what can be returned, how long you have, and how refunds are processed.

This policy applies to all orders placed on the Rover Island website and delivered within the United Arab Emirates.

Return Eligibility

You have 14 days from the date of delivery to request a return.

To be eligible for a return, your product must be:

  • Unopened
  • Unused
  • In its original condition, including all original packaging, protective seals and accessories

Because Rover Island sells skincare, makeup, haircare and other personal care products, we cannot accept returns on items that have been opened or used. This is a hygiene and safety standard applied across the beauty industry, not a Rover Island-specific restriction.

Products That Cannot Be Returned

  • Opened or used products
  • Products with broken or missing hygiene seals
  • Products missing their original packaging or accessories
  • Final sale or clearance items.

Return shipping costs for change-of-mind returns are the responsibility of the customer, unless the item was damaged, incorrect, or defective, in which case Rover Island covers the return shipping cost.

Damaged, Wrong, or Defective Products

If your order arrives damaged, incorrect, or with a manufacturing defect, this is treated differently from a change-of-mind return.

  1. Contact Customer Support with your order number and clear photos or a video of the item received.
  2. Our Customer Support team reviews the case, including the evidence provided and the circumstances of the order.
  3. Where the issue is confirmed to be Rover Island's responsibility, we will arrange an appropriate refund or exchange for you.

We do not promise an automatic refund or exchange before this review takes place, as we need to verify the issue first. Once the issue is confirmed to be our responsibility, we will offer you a full refund or a free replacement, whichever you prefer, at no additional cost to you.

How to Request a Return

  1. Contact our Customer Support team by WhatsApp or email with your order number.
  2. Describe the reason for your return. For damaged, wrong, or defective items, include photos or video of the product.
  3. Customer Support reviews your request and confirms the next steps, including whether the product should be sent back and how.

Do not send a product back before Customer Support has confirmed the return. This protects you from a return being rejected on arrival.

Refunds

Once your return is approved and the product has been received and inspected by our team, your refund is processed.

Refund processing time: within 14 days.

  • Online Card Payments are refunded to the original card used for payment.
  • Cash on Delivery orders are refunded via bank transfer to the account details you provide.

Order Cancellations

You may request to cancel your order at any time by contacting Customer Support with a valid reason. Every cancellation request is reviewed by our Customer Support team based on the circumstances of the order at the time of the request.

Exchanges

Exchanges are available if you received the wrong product, or if you would like a different shade or variant of the same product. To be eligible, your exchange request must be made within 14 days of delivery, and the product must meet the same conditions listed above (unopened, unused, original packaging).

If the exchange is due to our error (wrong item sent), Rover Island covers the return shipping cost. If the exchange is due to a change of mind (e.g. different shade/variant), the customer covers the return shipping cost.

To be eligible for an exchange, your product must be:

  • Unopened
  • Unused
  • In its original condition, including all original packaging, protective seals and accessories

Contact Customer Support

For any return, refund, or cancellation request, reach our Customer Support team with your order number ready:

Please note this WhatsApp number is for customer support only. Wholesale enquiries are handled separately.