Store Policy

This website (rovelab.hk) is operated by RCHK Asia Limited, trading as Rove Lab, and orders are governed by the laws of the Hong Kong Special Administrative Region. By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions outlined in our store policy below.

Shipping Policy

While the large majority of our orders arrive within the lead times shown, shipping times are good faith estimates due to multiple variables during transit. If your order is delayed beyond the timeframes set out in our Cancellation Policy below, you may cancel for a full refund.

Your order will be shipped with the SF Express service which doesn't require a signature. SF Express does not ship to PO Boxes.

Can I change my shipping address?

If you need to change your shipping address, we can contact SF Express to request a reroute. It will not always be possible to reroute the package, particularly if it is already out for delivery, and there may be additional charges billed to the customer for rerouting.

Will I be notified when my package is delivered?

You'll receive an email or text notification once the package has been delivered. This is useful if you're away from the delivery location. The notification includes the delivery time, location, and sometimes the name of the person who signed for it (if applicable).

SF Express may leave the package at your door, porch, or another safe location if you're not home. They decide the safest spot based on the delivery address. In some cases, if the driver doesn't believe it's safe, they may not leave the package and instead make another delivery attempt.

What if my delivery appointment fails?

If a SF Express delivery attempt fails, SF Express will typically make up to three delivery attempts on consecutive business days. After the third failed attempt, the package may either be held at a SF Express location for pickup, returned to the sender, or delivered to an alternate address if arranged.

My SF Express tracking page isn’t showing any updates in transit?

Upon receiving your tracking number, the status may initially display as "Label Created." This indicates that your order is being processed and prepared for pickup by SF Express. Once SF Express collects the package, tracking updates will reflect live scans as it moves through transit.

If tracking updates are delayed, it may be due to reasons such as postponed scans or the package traveling long distances between major hubs. In the rare event of a lost package, please contact our team at hello@rovelab.com as soon as possible. SF Express may take up to 10 business days to complete a dock search. Once the investigation is concluded, you will be offered either a replacement at no additional cost or a full refund.

Cancellation Policy

To cancel an order, email us at hello@rovelab.com or message us on WhatsApp at +852 9106 7046. Your cancellation date is the day we receive your request.

Cancelled within 7 days of your order date: we will refund the amount you paid, less a 5% administration fee to cover the card and bank charges on your payment and refund.

Pre-orders cancelled more than 7 days after your order date: we place orders with our makers as soon as your pre-order is confirmed, so a cancellation fee of 15% of the order value applies, capped at HK$800 or 5% of the order value, whichever is higher. This replaces the 5% administration fee; it is not charged on top. For example: a HK$4,000 order is charged HK$600; a HK$11,249 order is charged HK$800; a HK$20,000 order is charged HK$1,000.

Orders that have already shipped cannot be cancelled. Once your order is delivered, our 100-day Return Policy applies (a return shipping fee of HK$800 is deducted from your refund).

Full refund with no fees if:

  • your order has not been delivered within 6 weeks of your order date (or, where we gave you a longer delivery estimate when you ordered, within 2 weeks after that estimated date);
  • we cancel your order or are unable to supply it; or
  • your item arrives faulty, damaged or not as ordered (see Damages or Defective Items below).

Refunds are made to your original payment method within 10 business days.

Can I make changes to my order?

You may modify your order—such as adding, removing, or changing the color of items—if it has not yet been submitted to our warehouse for processing.

Once the order has been processed or is in transit with SF Express, no further changes can be made. Please refer to our return policy for more information.

Refund Policy

Refunds can only be issued to the card of purchase. Refunds can take 2 to 10 working days to be processed back to the card on file.

Price Adjustments: In the event that an item you’ve purchased goes on sale, we will honor any sale prices within a week of purchase. Outside of 7 calendar days from purchase, price adjustments are no longer possible.

Damages or Defective Items

We stand behind the quality of the products we sell. Although rare, damages and defects can occasionally occur. Upon receiving your item(s), please inspect and unbox the products thoroughly. If you identify any issues, email us with clear photos/videos and a description at hello@rovelab.com as soon as possible, ideally within 7 days of delivery. This does not affect your rights under Hong Kong law, including the Sale of Goods Ordinance (Cap. 26).