Complaint & Dispute Resolution Policy

Effective date: 30 July 2026

What: Submit complaints through Help Centre → Contact Support with subject, message, and screenshots where helpful.

How: The more detail you include, the faster we can help.

What: Buyers and sellers should attempt resolution through Messages first.

How: Include the order ID and clear photos where relevant.

Example: For an item-not-as-described dispute, include the order ID, the listing photos, and photos of the item as received.

What: ROVEXO may review Messages, order data, and payment records.

How: Outcomes may include refunds, account warnings, or listing removal.

When: We aim to acknowledge complaints within a reasonable period and provide updates through notifications or email.

Important: UK consumers retain rights to use alternative dispute resolution or courts where applicable law allows.

What should I include in a complaint? Order ID, a clear description of the issue, and any supporting photos or Message screenshots.
How will I know the outcome? Through in-app Notifications and, where appropriate, email.
Can I still go to court if I disagree with the outcome? Yes — this policy does not remove your mandatory consumer rights.

Updated 30 July 2026