Return & Refund Policy

Last updated: 2026

This Return & Refund Policy explains how returns, cancellations, and refunds are handled for physical products and the Remote IT Setup Support service purchased from RoksaShop.nl.

1. Company Information

RoksaShop.nl is operated under the following business registration details:

Company: KOSMACOVA ROKSANA
Legal status: Sole Proprietor
SIREN: 104 528 450
SIRET: 104 528 450 00018
VAT number: FR76104528450
Register: Registered with the RNE
Email: Info@roksashop.nl
Registered address: 22 RUE IMBERT COLOMES, 69001 LYON, France

2. Physical Products

For physical products purchased online, customers may request a return within 14 days after receiving the product, unless an exception applies under applicable consumer law.

Physical products may include workspace and IT essentials such as monitors, keyboards, laptop cooling pads, webcams, office headsets, computer mice, USB-C hubs, laptop stands, monitor stands, desk risers, LED desk lamps, desk mats, cable organizer boxes, USB microphones, webcam light bars, and related workspace accessories.

To request a return, contact us at:

Info@roksashop.nl

Please include:

• Your order number
• Your full name
• The email address used at checkout
• The product you want to return
• The reason for the return

3. Return Conditions for Physical Products

To be eligible for a return, the product should be:

• Unused or only reasonably inspected
• In its original condition
• Returned with original packaging where possible
• Returned with all accessories, manuals, cables, parts, and included items where applicable
• Not damaged due to misuse, improper handling, accidental damage, or customer-caused damage

Returned products will be inspected after arrival.

4. Return Shipping

Unless the product is damaged, defective, or incorrect, the customer may be responsible for return shipping costs.

If the product is damaged, defective, or incorrect, we will review the case and provide return instructions.

Please do not send a product back before contacting us and receiving return instructions.

5. Refunds for Physical Products

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be processed using the original payment method where possible.

Refund processing times may vary depending on the payment provider, bank, or payment method.

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible at:

Info@roksashop.nl

Please include:

• Your order number
• A short explanation of the issue
• Clear photos of the product
• Clear photos of the packaging, if applicable

We will review the issue and provide the next steps, which may include a replacement, return, repair, or refund where applicable.

7. Products Not Eligible for Return

A return or refund may not be available in the following cases:

• The return request is made after the applicable return period
• The product is damaged due to misuse, improper handling, or customer-caused damage
• The product is incomplete or missing accessories
• The product is returned without following the return instructions
• The product is not in acceptable return condition
• The product falls under an exception allowed by applicable consumer law

8. Remote IT Setup Support

Remote IT Setup Support is a digital service delivered remotely.

This service may include practical remote guidance related to workspace setup, basic device configuration, productivity tools, online work environment setup, or similar remote support needs.

No physical product will be shipped for this service.

Because this service may involve time, review, preparation, communication, and remote support work, refund eligibility depends on whether the service has started, whether work has been completed, and whether support has already been delivered.

9. Cancellation of Remote IT Setup Support

If the Remote IT Setup Support service has not yet started, you may contact us to request cancellation.

If work has already started, any refund may be reduced based on the work already completed, time spent, preparation, communication, or digital support already provided.

If the service has already been fully completed or delivered, a refund may not be available unless required by applicable law.

Customer rights under applicable consumer protection law remain protected.

10. Digital Service Delivery

Remote IT Setup Support may be delivered by email, written guidance, remote consultation, setup instructions, support summary, or another agreed digital delivery method.

After checkout, RoksaShop.nl may contact the customer by email to collect the information needed to provide the service.

No physical product will be shipped for Remote IT Setup Support.

11. Customer Responsibilities for Remote IT Setup Support

For Remote IT Setup Support, customers are responsible for providing any required information, instructions, device details, software details, screenshots, access details, approvals, or communication needed to complete the service.

Customers should not send unnecessary sensitive information, passwords, private financial details, or personal documents unless specifically required for the support request.

Delays caused by missing, incorrect, or incomplete customer information may affect the delivery timeline.

12. Non-Refundable Situations for Remote IT Setup Support

Refunds may not be available in the following cases:

• The service has already been fully completed
• The customer has approved the support or deliverable
• The customer failed to provide required information needed to complete the service
• The customer changed their mind after work had already started
• The request is outside the agreed scope of the service
• The service was delayed because required information or communication was not provided on time

Nothing in this section limits any rights customers may have under applicable consumer protection law.

13. No Guarantee of Specific Results

Remote IT Setup Support is provided to help with practical setup guidance and remote support.

However, Roksashop.nl does not guarantee that the service will solve every technical issue, improve every device, work with every third-party platform, or produce a specific business result.

Some issues may depend on third-party software, hardware limitations, internet connection, device condition, platform rules, or customer-provided information.

14. How to Contact Us

For returns, refunds, cancellations, or product issues, contact:

RoksaShop.nl
Email: Info@roksashop.nl