Exchanges & returns

Returns at RORUVERA: simple, personal, and hassle-free

You have a 30-day reflection period. Within the EU, you will always receive a free return label. Large or fragile products? We will help you with a secure home pickup solution. After receipt, your refund will be processed within 10 working days or a direct exchange.
Questions? Feel free to email us: info@roruvera.com

Here's how it works in 5 simple steps

Register – Email info@roruvera.com with your order number, name, and the item you wish to return or exchange.
Receive label – Within 1 working day, you will receive your return label and clear instructions.
Pack it up – Preferably use the original box. Protect the glass well, remove the light source, and fill any empty spaces.
Ship or schedule pickup – Drop off your package for free at PostNL, DHL, or DPD, or (for large or fragile lamps) arrange for home pickup.
After we receive it, you will get a confirmation by email; within 10 working days, your refund or exchange will follow.

Return address & processing –

Multi Trade
Attn: Returns RORUVERA.COM
Nijverheidsstraat 10, 1704 RA Heerhugowaard

Below you will find all the information explained in detail – from return conditions to packing tips and status updates.

Comprehensive information regarding exchanges and returns

1. Register a return

2. Return conditions

3. Packing the product for return

4. Return process: step by step

5. Exchanging for a different product

6. Return status & refund

7. Received damage or the wrong item

8. Return costs

9. Legal right of withdrawal (14 days)

1. Register a return

At RORUVERA, we want returning to be just as pleasant and carefree as ordering. You can easily request a return or exchange — we will help you step by step.

How do I register my return?

You can easily register a return or exchange via email: info@roruvera.com

Please mention in your message:

your order number
the name under which the order was placed
which item you want to return or exchange
and the reason (not mandatory, but helpful for us)

Within one working day, you will receive:

a return label (for shipments within the EU)
the return address
clear instructions on how to pack and send your Tiffany lamp

Can I also return a large or fragile product?

Yes. Larger lamps or heavier products can also be returned. We will help you with a secure solution: in some cases, we will even schedule a pickup appointment so the product does not have to travel via a standard parcel service.

After you register via info@roruvera.com, we will let you know the best next steps.

What if my order is not in my account?

Did you use a different email address when ordering? Simply send us your order number or a copy of your order confirmation. We are happy to look it up for you — even if the order was placed via a guest account or partner. This way, you never have to search for old login credentials.

Can I return my order in person?

At the moment, we ship and process all returns via our return address. You can therefore return the package via the post or parcel service using the return label we provide.

What happens after I register?

Once your return has been registered:

You will receive the return label and instructions within one working day
You send the package back or have it picked up (depending on product type)
Once we have received it, you will receive a confirmation via email
Your refund or exchange will follow within 10 working days

Tip: Take a photo of your shipping receipt or packaging before you hand over the package — this way, you can always track it via Track & Trace.

Summary

Section	What to do
Register return	Email info@roruvera.com with order number and product name
Return label	Received by email within 1 working day
Large or fragile	We will help with secure return or pickup
Track status	Via Track & Trace or email update
Refund	Within 10 working days after approval

2. Return conditions

At RORUVERA, we treat every return with the same care with which we make our Tiffany lamps. We want you to be satisfied — whether you love your purchase or decide to send it back. That is why we clearly explain our return conditions below and what you can expect from us.

1. Timeframes and registration

Within the EU, there is a legal right of withdrawal of 14 days, but we generously extend this period to 30 days after receipt. You can therefore register your product for return within 30 days.
After registration, you have another 14 days to send the product back.
You can easily register via info@roruvera.com. After approval, you will receive a return label and shipping instructions.

2. Condition of the product

You may unpack and examine a product, just as you would in a store. For example: take a look at the Tiffany lamp, feel the glass, and check the cord — but do not use or install it in your home.

If an item has been used more than necessary for assessment, or if the product or packaging has been damaged, a depreciation in value may be applied. In that case, we may charge this depreciation to you. Therefore, handle the product with care and ensure it is well-packed for a return.

3. Depreciation

When we receive a product return, we check for:

Damage to the product or glass
Damage to or missing packaging
Completeness of the product
Soiling of the product

Based on this, we determine whether there is any depreciation in value.

4. Exceptions to returns

Due to care and safety, we cannot take back some items:

Custom or personalized lamps (e.g., specially ordered colors or shades)
Services or shipping options that have already been fully executed (such as special delivery or installation)

Are you unsure if your product falls under this? Feel free to contact us.

5. Can I try my Tiffany lamp at home?

Yes, you may unpack and examine your lamp at home just as you would in a store. Feel free to place it on a table to see how it looks in the light, but do not use it for long periods or install it permanently before you are sure you want to keep it.

This ensures the lamp stays in perfect condition for a return, so we can make someone else happy with it later.

6. What are my return options?

Within 30 days of receiving your order, you can choose from three options:

Exchange – for a different model or design
Return – and get your purchase amount back
Repair – if something is not working correctly

After 30 days, the standard warranty procedure (repair) applies. You always have a 2-year warranty on your product at RORUVERA.

7. Do I always get the full purchase amount back?

In almost all cases: yes. You will receive the full amount back as soon as the item is received by us in good condition.

Only when the product is clearly used or damaged do we apply a reasonable depreciation. We will always explain this transparently in our confirmation email.

8. Can I return one product from my order?

Yes, you can. You can return individual products from the same order. Please clearly indicate in your email or form which product it concerns.

9. Summary

Section	Timeframe / Condition
Register return	Within 30 days
Legal withdrawal (EU)	14 days
Return shipping costs (EU)	Free return label
Refund	Within 10 working days after approval
Warranty	2 years
Max. depreciation	25%
Exceptions	Custom work, opened lamps, receipts, services

3. Packing the product for return

A Tiffany lamp is not just any product — it is craftsmanship, glass, and character. That is why at RORUVERA, we pay extra attention to securely packing return shipments. This way, your lamp remains protected, and we may be able to make it shine for someone else.

Do I have to return my product in the original packaging?

Yes, please. The original packaging is specially designed to protect the lamp during transport. Always use this if possible.

Don't have the packaging anymore or is it damaged? No problem — pack the lamp in a sturdy box with sufficient protection (bubble wrap, filler material, or foam). Upon receipt, we will carefully check the condition of the product and determine based on that if any depreciation applies.

How do I securely pack my Tiffany lamp for return?

Use sturdy materials

The original box is best.
Otherwise: a sturdy, corrugated cardboard box that closes securely.

Protect the glass

Wrap the shade completely in bubble wrap or soft foam.
Place extra protection between the lamp base and the shade.

Remove the light source

Pack the lamp and the light source separately to prevent damage.

Prevent movement

Fill in empty spaces so the lamp cannot shift.

Seal the box securely

Use wide tape and stick the shipping label clearly on the top.

Tip: Take a photo of the packaging before you hand over the package. That helps if something happens along the way.

Where can I find my shipping label?

You will receive the shipping label by email via info@roruvera.com within one working day after you have registered your return.

Do you have a printer? Print the label and stick it on the outside of the box.
No printer? No problem — at most parcel points, they can scan the barcode in your email and print the label for you.

Do I have to pay to return it?

No, return shipments within the EU are free. You use the shipping label you receive by email. Pack the lamp securely, close the box tightly, and hand the package off at a local PostNL, DHL, or DPD point.

For customers outside the EU, we help with the most affordable and safe shipping option.

What if I cannot print the shipping label?

No worries. Show the barcode in your email at the parcel point. The employee will print the label for you and ship your package for free.

What should I do before returning a lamp with electronic parts?

Some Tiffany lamps contain electronic components, such as dimmers or smart switches. In that case, ensure that:

the lamp is disconnected from the power grid;
there are no personal settings or active apps (for smart models);
the cable is neatly coiled and secured with a soft band.

This keeps the product safe and clean upon arrival.

Summary – safe packing in short

Step	What to do
1	Use the original box or sturdy replacement packaging
2	Wrap the shade completely in bubble wrap or foam
3	Pack the base, cord, and light source separately
4	Fill empty spaces so the lamp cannot move
5	Stick the return label on the top of the box
6	Take a photo of the packaging for your records

4. Return process: step by step

At RORUVERA, a return process happens in calm, clear steps. We keep it simple, safe, and personal — just like the delivery of your Tiffany lamp.

1. Register a return

You register your return or exchange via email: info@roruvera.com

Please mention in your message:

your order number
the name under which you ordered
which item you want to return or exchange
and the reason (not mandatory, but helpful for us)

Within one working day, you will receive:

a return label (within EU)
the return address
clear instructions for packaging and shipping your Tiffany lamp

2. Preparing product for return

Pack your product well and securely — preferably in the original packaging. This keeps the lamp protected so that we can safely reuse or offer it again after inspection.

Do you no longer have the original packaging? No problem — use a sturdy box with sufficient protection (bubble wrap, packing material, or foam). Ensure the product cannot shift or bump against the sides.

Tip: Take a photo of your package before you drop it off. This helps in case anything happens during transit.

3. Receiving shipping label

After your registration, you will receive within one business day:

a return label via email
a confirmation with your return number

Print the shipping label and stick it on the outside of the box. Do you not have a printer? Then we will send you a digital code that the post office can scan.

4. Shipping package

You can drop off your return package for free at a PostNL, DHL, or DPD point near you. As soon as the package has been shipped, you will automatically receive a Track & Trace link to follow the shipment.

For larger or fragile products (such as heavy Tiffany floor lamps) we sometimes arrange a pickup appointment. We will always let you know about this in advance via email.

Return address:

Multi Trade
Attn: Return RORUVERA.COM
Nijverheidsstraat 10
1704 RA Heerhugowaard

5. Inspection & confirmation

When your package arrives with us:

you will receive a confirmation via email
we inspect the condition of the product
we let you know if the return has been approved

After approval, your return will be processed within 10 business days.

6. Refund or exchange

Refund: within 10 business days after approval via the original payment method. Banks or credit card companies may then need a few days to make the amount visible.
Exchange: as soon as we have received your return, we will immediately send the new lamp or variant. Is the desired product out of stock? Then you will receive the amount refunded.

7. Costs for return shipment

Within the EU: return shipments are free. You will receive a shipping label from us via email.
Outside the EU: we will help you find the safest shipping option — sometimes at the carrier's cost price.

8. Will my lamp be picked up or do I have to ship it myself?

That depends on the product type:

Small and medium lamps: drop off yourself at a parcel point
Heavy floor lamps or fragile items: we schedule a pickup appointment in consultation

We will always let you know this in the return confirmation, so keep an eye on your email.

9. Exchange for another product

Do you want to exchange for another lamp or version? You can do this in two ways:

Register your return and indicate that you want to exchange
Or order the new lamp yourself in advance and return the old one — this is often the fastest way

10. Summary

Step	What you do
1. Register	Mail to info@roruvera.com
2. Pack	Use original or sturdy box
3. Shipping label	Receive within 1 business day via email
4. Ship	Free via PostNL, DHL, or DPD
5. Inspection	Confirmation as soon as return is received
6. Refund	Within 10 business days after approval
7. Large products	We help with pickup appointment if necessary

5. Exchange for another product

Would you prefer another version, color, or model? We make that simple as well.

How exchanging works:

Indicate that you want to exchange when registering your return
We will reserve your desired new item (if in stock)
You return your original item
As soon as that arrives, we will ship the new order

Exchange faster? Place a new order yourself in advance. We will then refund the amount of the returned lamp as soon as it has been approved.

Is the new product more expensive or cheaper? We will automatically send a request for additional payment or process the remaining refund.

6. Return status & refund

At RORUVERA, we like to keep you personally informed about the status of your return. Once your return is processed, you will know exactly when your refund or exchange will take place.

What is the status of my return shipment?

As soon as you have registered a return via info@roruvera.com, you will receive:

a Track & Trace link to follow the shipment
a confirmation via email within 24 hours of receipt that your return has arrived

It may happen that you see in the Track & Trace that your package has already been delivered to us, but you have not yet received a confirmation — do not worry. We process all returns manually with care; usually, the receipt email follows within 24 hours.

Received no message? Check your spam folder or junk mail folder.

How quickly will I be refunded after returning?

As soon as we have processed and approved your return, the amount will be automatically refunded within 10 business days via your original payment method.

The exact speed depends on your bank or credit card company. Sometimes the amount is refunded in multiple parts, for example when:

you paid a portion with a gift card or voucher (you will receive that amount as new credit)
you exchanged a product for another lamp (the difference is settled separately)
you returned multiple products — these are processed individually

Are you waiting longer than 15 business days after our confirmation? Feel free to send us a message via info@roruvera.com. We will check it for you immediately.

I returned multiple products, but only one has been refunded

That is correct. We process each product individually to carefully inspect for damage and completeness. Therefore, it may happen that the refund takes place in stages, even if you shipped the products in one box.

Usually within 2 to 3 days after the first refund, the rest will follow automatically. Should it take longer, let us know — we are happy to help you personally.

How do I follow the progress of my return?

You can follow the return status in two ways:

Via the Track & Trace link that you received upon registration
Via the confirmation emails that we send as soon as we receive, inspect, and complete your return

This way you always know where your return is — from shipment to refund.

Summary

Part	What you can expect
Confirmation of receipt	Within 24 hours after arrival at RORUVERA
Inspection & approval	Within 2–3 business days
Refund	Within 10 business days via original payment method
New delivery (exchange)	Within 1 business day after approval
Questions or delay?	Mail to info@roruvera.com

7. Damage or wrong item received

Check your order upon receipt. Is something wrong? Let us know within 48 hours:

Take clear photos of the damaged product and the packaging
Mail to info@roruvera.com with your order number and description
We will ensure a suitable solution: repair, replacement, or refund

We will always resolve this with you personally and quickly.

8. Return of extra large products

Some Tiffany lamps are large, heavy, or particularly fragile. Therefore, we handle the return shipment of these products with extra care. We help you step by step so that your return proceeds safely and effortlessly — from registration to pickup.

How do I prepare a large Tiffany lamp for return?

Prepare your lamp calmly and carefully for the return trip:

Disconnect the lamp from the power and remove any light sources
Clean the lamp and make it dust-free before packing it
Use the original packaging if it is still present
Wrap the shade and glass entirely in protective material
Fill the box with foam or packing material so that the lamp cannot move
Ensure the box is securely closed and stick the return label clearly visible on the top
Set the package ready at the front door so that our carrier can easily take it with them

As soon as the lamp is safely packed, we will pick it up from you. After receipt in our warehouse, you will receive a confirmation via email. After that, you will receive your replacement product or a refund within 5 to 10 business days.

Can I also register large products online for return?

Yes, of course. You can also easily register larger or heavier Tiffany lamps via email: info@roruvera.com

Mention in your message that it concerns a large or fragile product. We will let you know the best follow-up steps within one business day — usually a home pickup appointment or a special shipping label for safe transport.

Do you pick up large products at home or do I have to ship them myself?

At RORUVERA, we look at each product to determine the safest solution:

Small to medium lamps: drop off yourself at a PostNL, DHL, or DPD point (with free return label)
Large or fragile lamps: we schedule a home pickup appointment with our transport partner

The confirmation email after your return registration always clearly states whether your lamp will be picked up or shipped by yourself.

💡 Received no email within one business day? Check your spam folder or contact us via info@roruvera.com

What happens after my large product is picked up?

The lamp is safely transported to our warehouse
We inspect the condition and completeness of the product
You receive a receipt confirmation via email
The new delivery or refund follows within 5 to 10 business days

We will keep you personally informed of every step.

Summary – returning large or fragile products

Step	What to do
Register	Mail to info@roruvera.com and mention that it concerns a large product
Pack	Disconnect, clean, pack securely, attach label
Pickup or ship	We confirm via email what applies
Inspection & confirmation	Within 2–3 business days after receipt
New delivery / refund	Completed within 5–10 business days

9. Statutory right of withdrawal (14 days)

Within the European Union, you always have the statutory right to withdraw from your order within 14 days. You do not have to provide a reason for doing so.

At RORUVERA, we go further: you have a 30-day trial period.

Upon approval, you will receive the full purchase amount back. In the event of clear damage or use, we may apply a reasonable depreciation.

You can also use a printable withdrawal form. Download here.