Refund policy

Return, Refund & Replacement Policy

Something wrong with your order? We'll make it right.

At Rosél, every order matters. If your order arrives damaged, incorrect, missing, or doesn't arrive at all, our team will work quickly to resolve it.

Claim Deadlines

To qualify for a refund or replacement, claims must be submitted within the following timeframes:

  • Damaged, defective, incorrect, or missing items - within 7 days of delivery
  • Lost packages - within 30 days of the shipping date
  • Late deliveries - claims may be submitted 30 days after the shipping date if your order has not arrived

Claims submitted without supporting evidence may not be eligible for approval.

What You'll Need to Submit a Claim

To process your claim, Rosél may request the following:

  • Clear photos or videos of the issue (damage, defect, missing item, or incorrect product)
  • Photos of the outer packaging including the shipping label
  • Your order number
  • Screenshots of tracking updates or USPS / courier confirmation where applicable

When You're Eligible for a Refund or Replacement

Damaged or Defective Items - If a product arrives faulty or not as described, contact us within 7 days of delivery with photo or video proof and Rosél will offer a replacement or full refund.

Incorrect Item or Missing Parts - If you receive the wrong product, wrong size, wrong color, or missing components, we will resend the correct item or issue a full refund. In most cases you will not need to return the incorrect product. Claims must be submitted within 7 days of delivery.

Lost Packages - If your order is confirmed lost in transit by USPS or our carrier, Rosél will provide a replacement or a full refund. Loss will be confirmed using tracking information and carrier updates.

Delivery Delays - If your order has not arrived within the estimated delivery window, you may be eligible for a refund. Eligibility begins 30 days after the shipping date. Delays caused by incorrect addresses or unclaimed deliveries are not eligible.

Out of Stock or Unable to Fulfil - If an item becomes unavailable after your order is placed, Rosél will offer a suitable replacement or a full refund.

Order Cancellation - You have the right to cancel your order within 14 days of receiving it for any reason. If your order has not yet shipped, cancellation is immediate and a full refund will be issued. If your order has already shipped, your 14-day cancellation right still applies - please contact us upon receipt.

What's Not Eligible

Rosél will not issue a refund, replacement, or credit in the following cases:

  • Orders confirmed as delivered by USPS or our carrier
  • Incorrect or incomplete shipping address provided at checkout
  • Unclaimed or refused packages
  • Force majeure events (natural disasters, strikes, severe weather, etc.)
  • Requests submitted more than 30 days after delivery

Returns (If Required)

If a return is required and approved, the following conditions apply:

  • Returns must be requested within 14 days of receiving the item
  • The item must be unused, in its original condition, and in original packaging
  • Return shipping costs are the customer's responsibility unless the item is faulty, damaged, or incorrect - in which case Rosél will cover return postage
  • A tracking number must be provided once the item has been dispatched back to us
  • Returns sent without prior approval may not be accepted

Refund Processing Time

Refunds are issued to your original payment method (card or PayPal) and are processed within 3-10 business days of approval or return receipt. Your bank or payment provider may require additional processing time. If more than 15 business days have passed since your refund was approved, please contact our support team.

Your Rights

Nothing in this policy limits your rights under applicable US federal or state consumer protection laws.