Kebijakan pengembalian uang

Return & Exchange Policy

At Romelle, every product goes through a careful quality check before it reaches you. You deserve to receive your bag in perfect condition — and if something isn't right, we want to make it right.

Eligible Returns

1. Manufacturing Defects

A return may be requested if the product has a defect from the production process, including:

  • Loose or uneven stitching (beyond minor stray threads)
  • Broken or non-functioning zippers
  • Excessive glue that affects the bag's functionality
  • Compartments that do not match product specifications

Requirements: Reported within 14 days of receiving the product. Item must be unused, with clear supporting photos or video.

2. Damage During Shipping

If your product arrives damaged in transit, such as:

  • Severe dents or structural deformation
  • Wet or damaged packaging that has affected the bag
  • Significant changes to the bag's shape

Requirements: An unboxing video is mandatory. Reported within 14 days of delivery, with the product and original packaging intact and complete.

3. Incorrect Order Fulfillment

If we sent you the wrong color, model, or quantity — that's on us. Romelle will cover all shipping costs for the replacement.

4. General Returns

If you've changed your mind, we understand. A return may be requested under the following conditions:

  • Item is unused, unworn, and free from any scent, stain, or sign of use
  • Original tags, dustbag, and packaging are complete and intact
  • Request is submitted within 14 days of receiving the product
  • A free return label will be provided

All general return requests are reviewed and subject to approval by the Romelle team. Items that do not meet the conditions above will not be accepted.

Non-Eligible Returns

We are unable to process returns for:

  • Color differences due to screen settings or lighting conditions
  • Size expectations that differ from personal preference
  • Products that have been used, carry a perfume scent, show scratches, stains, or signs of wear
  • Requests submitted more than 14 days after the delivery date
  • Incomplete or missing required documentation
  • Minor imperfections within acceptable production tolerance — such as light creases from shipping or slight texture variations between production batches

Product Exchange

An exchange may be considered if:

  • The product is unused
  • Original tags, dustbag, and packaging are complete
  • Replacement stock is available

All exchange requests are reviewed on a case-by-case basis by the Romelle team.

Order Cancellation

Cancellations can be made before your order enters the packing process — typically within 1 hour of payment confirmation.

If a cancellation is requested after this window but before the order has been shipped, we can still process it. However, a 2% transaction fee is non-refundable, as it has already been charged by the payment platform at the time of purchase.

Once your order has been shipped, cancellations can no longer be accepted.

Refund Processing

Once your return is approved and the item has been received and inspected, your refund will be processed within 7 business days.

How to Submit a Request

Reach out to our team via our official WhatsApp channel and include:

  • Your order number
  • Supporting photos or video
  • A brief description of the issue

We'll be happy to help you through the process.

All return and exchange requests are subject to review by the Romelle team. Romelle's decision is final. Thank you for trusting us.