Ship and Return Policy

Last Updated: 25 May 2024

At Randovo, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied, we are here to help.

Eligibility for Returns

Any claims for misprinted/damaged/defective items must be submitted within 10 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 10 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Items must be returned in the original packaging.

Non-Returnable Items

  • Does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
  • Items purchased during special promotions or sales (unless specified otherwise)
  • Customers residing in Brazil, we do not refund orders for buyer’s remorse.
  • Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Return Process

Request a Return Authorization:

  • Contact our customer service team at customer@randovo.com to request a Return Authorization (RA) number.
  • Please provide your order number and reason for return.
  • Pack the item(s) securely in the original packaging.
  • Include your original packing slip and the Return Authorization (RA) number.

Ship Your Return and Refunds

  • Affix the return shipping label provided by our customer service team.
  • Ship the package using a trackable shipping method. We are not responsible for items lost in transit.
  • For all other returns, the customer is responsible for return shipping costs.
  • Once we receive your return, we will inspect the item(s) and notify you of the status of your refund.
  • If your return is approved,you can chose if you like to exchange (in case misprinted/damaged/defective items) or we will initiate a refund to your original method of payment.
  • Please allow up to 10 business days for the refund to be processed and appear on your statement.

Wrong Address

  • If customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. The Customer will be liable for reshipment costs once we have confirmed an updated address (if and as applicable).
  • Unclaimed Shipments that go unclaimed are returned to our facility and customer will be liable for the cost of a reshipment (if and as applicable).

Exchanges

Before selecting your size, we highly recommend checking our Size Guide, available on each product page, we currently do not offer direct exchanges. To exchange an item, please follow the return process above and place a new order for the desired item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately at customer@randovo.com. We will work with you to resolve the issue promptly.

Notification for EU consumers

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

  1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
  2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore Randovo reserves rights to refuse returns at its sole discretion.

Need help?

If you have any questions about our return policy, please contact us at customer@randovo.com.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.