Refund & Return Policy

Last updated: 17 January 2026

At ROSIERA, we take great care in formulating and packaging our skincare products. Due to the personal and hygienic nature of cosmetic products, this Refund & Return Policy is designed to be fair, transparent, and compliant with applicable marketplace, consumer protection, and payment gateway requirements.

1. Eligibility for Returns

We accept returns or replacements only under the following circumstances:

  • The product delivered is damaged, defective, or leaking at the time of delivery

  • The product delivered is incorrect (different from what was ordered)

To be eligible for a return or replacement:

  • The request must be raised within 48 hours of delivery

  • The product must be unused, unopened, and in its original packaging

  • Proof of damage or error (clear images or video) may be required for verification

2. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Products that have been opened or used

  • Products damaged due to misuse, negligence, or improper storage

  • Products purchased during sales, promotions, or using discount codes, unless received damaged or incorrect

  • Minor variations in packaging, color, texture, or fragrance that do not affect product performance

This policy is strictly followed in accordance with hygiene and safety standards applicable to skincare and cosmetic products.

3. Refunds

  • Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, refunds will be processed to the original mode of payment.

Refund timelines:

  • Payment gateway refunds: 5–10 business days

  • Bank processing times: May vary depending on your financial institution

4. Replacements

  • Approved replacement products will be dispatched at no additional cost.

  • Replacement delivery timelines may vary based on location and product availability.

5. Order Cancellations

  • Orders can be cancelled only before dispatch.

  • Once an order has been shipped, cancellation is not permitted.

  • Refunds for cancelled orders will be processed to the original payment method.

6. Marketplace Orders

For orders placed through authorised third-party marketplaces, return and refund requests will be governed by the respective marketplace’s return and refund policies. ROSIERA will comply with marketplace resolutions as applicable.

7. How to Raise a Request

To initiate a return, replacement, or refund request, please contact us at:

Please include the following details:

  • Order ID

  • Registered email address

  • Clear images or video of the issue (if applicable)

8. Policy Updates

ROSIERA reserves the right to modify this Refund & Return Policy at any time. Any updates will be posted on this page with a revised “Last updated” date.

By placing an order on our Website, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.