Return and Refund Policy
Rochi Store
Last updated: 01.12.2025
At Rochi Store, we value the trust you place in us when purchasing our products. Our goal is to ensure that every customer receives high-quality items and a fair shopping experience. This Return and Refund Policy explains how returns, refunds, and cancellations are handled, as well as your rights and our responsibilities as an online retailer.
1. General Principles
By placing an order with Rochi Store, you agree to this Return and Refund Policy and our Terms and Conditions.
Because we sell physical products (such as perfumes, natural products, supplements, and Islamic decorative items), returns and refunds are possible only under the conditions described below. We aim to handle all requests fairly, transparently, and in accordance with applicable consumer protection laws.
2. Non-Returnable & Non-Refundable Items
For hygiene, safety, and legal reasons, the following items cannot be returned or refunded, unless they are defective or incorrect:
Opened or used perfumes
Opened cosmetic or personal care products
Opened supplements, herbal products, seeds, or consumables
Products damaged due to improper use
Items returned without original packaging or proof of purchase
These restrictions exist to protect customer safety and product integrity.
3. Circumstances Where Returns or Refunds May Be Granted
Returns or refunds may be approved in the following cases:
Defective or damaged products received upon delivery
Wrong item sent (different from what was ordered)
Order canceled before shipment
Duplicate payment or billing error
In such cases, customers may be eligible for:
A replacement product, or
A full or partial refund, depending on the situation
4. Return & Refund Request Procedure
To request a return or refund, customers must:
Contact us within 7 calendar days of receiving the product.
Provide proof of purchase (order number, invoice, or receipt).
Clearly describe the issue and, where applicable, include photos or videos showing damage or defects.
Send the request to info@rochi-store.com
with the subject line:
“Return / Refund Request – Order #XXXX”
Requests submitted after 7 days may be denied.
5. Return Conditions
Returned items must be unused, unopened, and in their original packaging, unless the return is due to a defect or shipping error.
Customers are responsible for return shipping costs, unless the return is due to our mistake.
Rochi Store is not responsible for lost or damaged return shipments.
6. Refund Processing
Once your return request is approved:
We will review the returned item within 5–7 business days of receipt.
Approved refunds will be processed within 7–15 business days.
Refunds are issued to the original payment method only.
Please note:
Shipping fees are non-refundable unless the return is due to our error.
Bank fees, payment provider fees, or currency conversion charges may be deducted.
Delays caused by banks or payment providers are outside our control.
7. Order Cancellations
Orders may be canceled only before shipment.
Once an order has been shipped, it cannot be canceled and must follow the standard return procedure (if eligible).
8. Disputes and Resolution
We encourage customers to contact us first to resolve any issues amicably.
Most issues can be resolved quickly through our support team.
Chargebacks initiated without contacting us first may result in account restrictions or future order refusal.
Unresolved disputes may be handled according to applicable consumer protection laws in North Macedonia.
9. Policy Updates
Rochi Store reserves the right to update or modify this Return and Refund Policy at any time due to legal, operational, or business changes. Any updates will be published on our website with the revised “Last Updated” date.
10. Contact Information
For questions or requests related to returns and refunds, please contact us:
📧 Email: info@rochi-store.com
📞 Phone: (+389) 075 719 831
📍 Address: Struga, Dimce Grdan 1