At Roamanta, customer satisfaction is important to us. We carefully inspect and securely package every order before dispatch. If you experience any issue with your order, we will do our best to resolve it fairly and efficiently.
Please read this policy carefully before placing an order.
1. Unboxing Video Requirement
To help us investigate and resolve delivery-related issues, customers are strongly encouraged to record a complete and uninterrupted unboxing video while opening their parcel.
The video should:
Begin before opening the package.
Clearly show the shipping label.
Show the condition of the parcel upon arrival.
Clearly display all products received.
An unboxing video significantly helps us verify claims and process resolutions faster.
For claims involving:
Damaged products
Leaking bottles
Missing items
Incorrect products
customers may be asked to provide an unboxing video along with supporting photos or other evidence.
In exceptional cases, Roamanta may review claims based on available evidence even if an unboxing video is unavailable, but approval will remain at our sole discretion.
2. Damaged, Leaking, or Defective Products
If you receive a product that is:
Damaged during transit
Leaking
Defective
Broken upon arrival
please contact us within 48 hours of delivery and provide:
Your order number
Photos of the product and packaging
Unboxing video (if available)
A description of the issue
After verification, Roamanta may offer:
A replacement product
Store credit
A refund
Any other reasonable resolution deemed appropriate
The resolution method will depend on the nature of the issue and product availability.
3. Incorrect Product Received
If you receive the wrong product, please notify us within 48 hours of delivery and provide:
Your order number
Photos of the received item
Unboxing video if available
Once verified, Roamanta will arrange a suitable resolution, which may include:
Product replacement
Exchange
Store credit
Refund in exceptional circumstances
Any approved replacement shipping costs will be covered by Roamanta.
4. Missing Items
If your order arrives with missing items, please contact us within 48 hours of delivery and provide:
Your order number
Photos of the received package
Unboxing video if available
After verification, Roamanta will arrange an appropriate resolution.
5. Refund Eligibility
Refund requests may be considered in situations including:
Verified damaged products
Verified leakage during transit
Incorrect products received
Missing items
Duplicate payments
Orders cancelled before dispatch
Other exceptional cases approved by Roamanta
Each case is reviewed individually to ensure a fair outcome for both customers and the business.
6. Refund Processing
Once a refund request is approved:
Refunds are typically initiated within 5ā7 business days.
Refunds will be processed through the original payment method whenever possible.
Processing times may vary depending on your bank, card issuer, mobile wallet provider, or payment service provider.
Please note that although Roamanta may initiate an approved refund promptly, the final crediting time is controlled by financial institutions and payment processors and may take additional time to appear in your account.
For payments processed through third-party payment gateways, including secure payment partners, additional verification or banking procedures may occasionally extend processing timelines.
7. Non-Refundable Situations
Due to the personal nature of fragrances and hygiene considerations, refunds or returns generally cannot be accepted for:
Opened or significantly used products
Change of mind after delivery
Personal fragrance preferences
Dislike of a scent or fragrance profile
Products damaged due to misuse or improper storage
Requests submitted after the stated reporting period
Promotional, clearance, or special sale items unless defective
Because fragrance perception is subjective, scent preference alone does not qualify for a refund or replacement.
8. Exchanges & Replacements
Exchanges or replacements may be offered for:
Incorrect products received
Verified damaged items
Verified leakage issues
Other approved cases
Products may be required to be returned before a replacement is issued.
Roamanta reserves the right to determine the most appropriate resolution based on product availability and claim verification.
9. Order Cancellation
Orders may be cancelled before dispatch.
Once an order has been shipped, cancellation requests may not be possible. Customers are encouraged to contact us immediately if they need assistance with an order.
10. Fraud Prevention & Fair Usage
To protect both customers and our business, Roamanta reserves the right to:
Request additional information or evidence.
Decline fraudulent or abusive claims.
Refuse repeated claims that appear misleading, dishonest, or unsupported by available evidence.
11. Contact Us
For any return, refund, replacement, or order-related concerns, please contact our support team and provide:
Order number
Description of the issue
Relevant photos or videos
Any additional information that may help us investigate the matter
We are committed to resolving genuine concerns fairly and professionally.
At Roamanta, we stand behind the quality and authenticity of our fragrances and strive to provide a positive shopping experience for every customer.