Returns, Exchange & Warranty

Overview

ROOPB is a marketplace platform — each store on ROOPB is an independent merchant responsible for the products they sell. Return windows, exchange eligibility, and warranty terms vary by store and product category.

Store-Specific Policies

Each merchant on ROOPB may set their own policies for:

• Return eligibility and time windows (e.g., 7 days, 14 days, or no returns).
• Exchange conditions (size swaps, color changes, etc.).
• Manufacturer warranty terms for applicable products.
• Restocking fees or return shipping costs.
• Non-returnable items (perishables, custom orders, hygiene products, etc.).

Store policies are displayed on the store's profile page in the ROOPB app. By placing an order, you agree to the store's stated return and warranty terms in addition to ROOPB's platform policies.

Returns

If you wish to return an item, follow these general steps:

1. Check the store's return policy to confirm your item is eligible.
2. Contact the store through the order details page within the return window.
3. Provide your order number, reason for return, and photos if the item is damaged or defective.
4. Follow the store's instructions for returning the item (pickup, drop-off, etc.).

Exchanges

Exchanges (e.g., wrong size, different color) are handled at the store's discretion:

• Contact the store as soon as possible — ideally within 48 hours of delivery.
• The store may offer a direct exchange, store credit, or a return-and-repurchase option.
• Exchange availability depends on stock. If the desired item is unavailable, a refund or store credit may be offered instead.

ROOPB does not hold inventory and cannot directly process exchanges. All exchange requests must go through the store first.

Warranty

Warranty coverage depends on the product and the store or manufacturer:

• Some products include a manufacturer warranty — check the product description for details.
• Stores may offer their own warranty on certain items (e.g., electronics, appliances).
• Warranty claims must be filed with the store or manufacturer, not directly with ROOPB.
• Keep your order confirmation as proof of purchase for any warranty claim.

If a store refuses to honor a stated warranty, you may file a dispute with ROOPB (see below).

File a Dispute with ROOPB

If you cannot resolve an issue with the store directly, ROOPB can step in as a mediator. You should file a dispute when:

• The store does not respond within 3 business days.
• You received damaged, defective, or incorrect items.
• The store refuses a return or refund that their policy clearly allows.
• A stated warranty is not being honored.
• You were overcharged or charged for an order you did not receive.

How to file a dispute:

1. 1 Email disputes@roopb.com with the subject line: Dispute — [Your Order Number].
2. 2 Include: your full name, order number, store name, date of order, and a clear description of the issue.
3. 3 Attach supporting evidence: photos of damaged/incorrect items, screenshots of communication with the store, and payment receipts.
4. 4 ROOPB will review your case within 5 business days and contact both you and the store.
5. 5 A resolution will be issued — this may include a full or partial refund, store credit, or a replacement coordinated through the store.

Refunds

Approved refunds are processed based on your original payment method:

• PayOS payments: Refunded to your original payment method via PayOS within 5–10 business days.
• Cash on Delivery: Refunded via bank transfer or store credit, as coordinated by ROOPB support.

Delivery fees are refundable only if the entire order is cancelled due to store or platform error. Partial refunds for individual items do not include delivery fees unless stated otherwise.