At Rosorae, customer satisfaction is our top priority. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
1. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
The item must be in the same condition that you received it: unworn, unused, with all original tags attached.
It must be kept in its original packaging and protective materials.
You must provide a valid receipt or proof of purchase (such as your order confirmation email and order number).
Non-Returnable Items
For health, hygiene, and consumer safety reasons, the following items cannot be returned or refunded:
Opened, unsealed, or used skincare, beauty, or personal care products.
Items with broken seals, missing original packaging, or tampered safety labels.
Gift cards and downloadable digital products.
Final sale or clearance promotional items (unless defective).
2. Damages, Defects, and Incorrect Items
Please inspect your order upon reception. If the item is defective, damaged in transit, or if you received the incorrect item, please contact us immediately at hellomark@rosorae.com within 48 hours of delivery.
Please include:
Your order number.
A brief description of the issue.
Clear photos or videos showing the defect, damage, and the exterior packaging.
Once verified, we will arrange a replacement or issue a full refund at no additional cost to you. We will cover all associated return and reshipping costs for damaged or incorrect items.
3. How to Start a Return
Contact Us First: Send an email to hellomark@rosorae.com with your order number, the item(s) you wish to return, and the reason for the return.
Receive Return Instructions: If your return is approved, we will provide you with a return authorization and the designated return warehouse address.
Important Note: Items sent back to us without first requesting a return will not be accepted. Do not return packages to the manufacturer or the original shipping address shown on the shipping label.
4. Return Shipping Costs & Restocking Fees
Customer Remorse / Discretionary Returns: If you are returning an item due to a change of mind, personal preference, or ordering the wrong item, you will be responsible for the actual return shipping costs.
Defective or Wrong Items: Rosorae will provide a prepaid return label or cover shipping fees.
Restocking Fees: No restocking fees will be charged to the customer for any returns.
5. European Union 14-Day Cooling-off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the statutory right to cancel or return your order within 14 days of receipt, for any reason and without a justification. As above, the item must be in the same condition that you received it, unused, with tags, in its original packaging, and with broken seals on hygiene-sensitive goods exempt from return.
6. Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
7. Refunds
Inspection: Once we receive and inspect your returned package at our warehouse, we will notify you by email regarding the approval or rejection of your refund.
Processing: If approved, your refund will be automatically processed to your original payment method within 5–10 business days.
Bank Processing Times: Please remember that banks and credit card companies may take an additional 3–5 business days to post the transaction to your account statement.
Delayed Refunds: If more than 15 business days have passed since your return was approved and you still have not received your refund, please contact us at hellomark@rosorae.com.
8. Contact Information
For any questions related to returns, refunds, or exchanges, please reach out to:
Brand Name: Rosorae
Customer Support Email: hellomark@rosorae.com
Official Website: https://rosorae.com
