Return, Refund & Exchange Policy
Customer satisfaction is our top priority. If for any reason you are unsatisfied with your order, simply visit our returns center to start return process. These policies are setup to help us maintain our fantastic service and prices, while ensuring all our customers are happy.
If there is special Return & Refund Policy on any particular product introduction page (includes but not limited to the warranty time, return without reason rules, non-returnable items, and other standards), that policy shall prevail in case of conflict with this policy.
30 DAYS RETURN POLICY
For after-sales issues, buyers should file a return & refund application within 30 days of delivery. We reserve the right not to provide any after-sales service for issues that received after 30 days since delivery.
Once the buyer submitted the after-sales application, he/she needs to provide evidence to RoseStraya.com via our return portal or contact us here. If the buyer cannot provide compelling evidence in time, we have the right to reject the refund or return application.
All items must be returned in its original condition with original box/packaging, including manufacturer tags, parts, and accessories.
Whether the evidence is compelling or not will ultimately be determined by RoseStraya.com.
Items that can be returned/refunded or exchanged within 30 days of receiving:
1. Faulty items damaged/broken or soiled upon arrival.
2. Items received in the incorrect size/color.
3. Unwashed, unworn and unused item(s) that have not met your expectation within 30 days of receiving.
4. If for any reason you decide that you no longer want the item. You can report it to us within 30 days of receiving it for a process to return and receive a refund minus 15% restocking fee and shipping cost if any.
We will not accept returns in the following conditions:
1. Items outside the 30-day return warranty time-frame. If 30 days have gone by since you received, unfortunately we can’t offer you a refund or exchange.
2. Washed, worn, used or misused items.
3. Items under the following categories: Sale, Swimwear, Lingerie, Earrings, Disposable and Reusable Face Masks are not covered by the warranty.
4. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
5. Personalised item that its design has been approved by the purchaser.
Additional non-returnable items:
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase, order number and reason for return plus support evidence like photos or video.
Items under the 30-day return warranty should be returned to our warehouse with an RMA form provided by our Customer Support Team, we will allow a return for a refund and or an exchange as long as the item is unused/unworn with all its labels, tags and original packaging. Once we received the item, we will offer you compensation.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
1. Book with obvious signs of use.
2. CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
3. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
4. Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of the above and you still have not received your refund, please contact us.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us or submit return for exchange through our returns center.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Returns Process & Time-Frame
Please carefully follow our returns process to minimize any delays:
1. If your item is returnable (see above), please contact our customer support team stating your order number and reason for return or submit return request through our returns center here.
2. Our customer service team will respond to your request within 48 hours and provide you with a Return Merchandise Form (RMA) along with the return address.
3. Please return the item according to our instructions on the RMA form and send us return proof in the form of the tracking number and a valid return receipt.
4. Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 3 days.
Kindly allow between 3-6 business days for our after sales team to process your request. After this, please note the refund times below:
For credit card refunds, please allow between 1-5 business days for the transaction to process.
For PayPal refunds, please allow up to 48 hours for the transaction to appear in your account.
For account refunds (store credit), please allow 24 hours for your account to be updated.
Return Shipping Costs & Address
Customers must return the package as per our instructions and the shipping address indicated on the RMA document. Packages must be send only after Customer Support Team have authorized the return. Packages send back without authorization or not according to RMA instructions will not be accepted.
1. All shipping fees are at the customers expense. This includes shipping fees for a return or exchange. Shipping fees are non-refundable.
2. Please contact your local post office to confirm the actual return shipping fee. We recommend you use the cheapest registered mail method that is available.
Under Various Circumstances
1. Not shipped after processing time
The buyer has the right to apply for a full refund for the order that was not shipped out beyond the processing time (subject to the estimated processing time stated in your order confirmation email).
2. Wrong receipt information
If buyer fills in wrong delivery address information, the buyer should contact us within 48hrs to confirm whether the goods have been shipped out.
2.1 If we have not shipped it, buyer may update us with the correct information.
2.2 If the goods have already been shipped out, the buyer needs to contact the logistics company to re-direct the shipment to correct address.
2.3 If we agreed to the refund application, buyer must send back the product at his/her own expense and inform us or upload the return tracking info into the return case. After we received the returned items without any damage, a 15% restocking fee will be deducted from total refund.
2.4 If the goods cannot be redirected or returned, the buyer shall bear the corresponding losses.
Note: We have the right to reject the refund application under this circumstance.
3. Logistics issues
3.1 Invalid tracking information
If buyer notices tracking status pending or waiting pick up for more than 2 business days after received shipment confirmation message, please contact us to verifies the tracking number, and if we fails to provide the correct one in time, we will give you a full refund.
3.2 Untimely tracking info updates
If there is no update of the tracking info for more than 10 business days (from the time of last update in the logistics website tracking info), the buyer shall contact us here for a solution.
Note: this clause is not applicable for special time/period such as holidays, covid-19, abnormal weather or other abnormal situations.
3.3 Package not received
If the transit time exceeds the estimated delivery date by 10 days or more and we fails to provide the proof of delivery, we will give you full refund.
When encounter holidays, covid-19, abnormal weather or other abnormal situations, please contact us, we will help you solve the problem as fast as possible.