Refund policy

Refund & Return Policy

Last updated: April 2026

Overview

By completing a purchase on rosela.co you confirm that you have read, understood, and agreed to this Refund and Return Policy in full. This policy forms part of our Terms of Service and constitutes a binding agreement between you and Rosela at the time of purchase.

30-Day Satisfaction Guarantee

Rosela offers a 30-day satisfaction guarantee on first-time purchases only. This means if you are not satisfied with your product for any reason, you may contact us within 30 days of your confirmed delivery date to request a resolution. This guarantee applies once per customer and is non-transferable.

After 30 days from the confirmed delivery date as recorded by the shipping carrier, all sales are strictly and unconditionally final. No exceptions will be made regardless of circumstances.

What Is and Is Not Covered

Covered:

  • Products that arrive visibly damaged with photographic evidence submitted within 7 days of delivery
  • Products with a verified manufacturing defect reported within 7 days of delivery
  • Orders that are confirmed lost by the carrier after the investigation period outlined in our Shipping Policy

Not covered under any circumstances:

  • Change of mind after purchase
  • Selecting the incorrect shade or variant
  • Reactions or sensitivities to ingredients — it is the customer's responsibility to review all ingredients before purchasing
  • Dissatisfaction with results after full use of the product
  • Damage caused by misuse, improper storage, or failure to follow usage instructions
  • Orders where the customer provided an incorrect or incomplete shipping address
  • Delays in delivery caused by customs, carriers, weather, or any circumstance outside Rosela's control
  • Orders purchased more than 30 days prior to the refund request
  • Orders purchased through third-party platforms or resellers
  • Second or subsequent purchases by the same customer — the guarantee applies to first orders only

How to Request a Refund

To initiate any refund or return request you must follow this process exactly:

  1. Email support@rosela.co from the email address used to place your order
  2. Include your order number in the subject line
  3. Provide a clear written description of the issue
  4. Attach photographic evidence where applicable — damage and defect claims without photos will not be processed
  5. Wait for written authorization before taking any further action

Requests that do not follow this process will not be eligible for processing. Rosela reserves the right to request additional information or evidence before making any determination. We aim to respond to all refund requests within 2 to 3 business days.

Do not return any product before receiving written return authorization from Rosela. Unauthorized returns will be refused and will not be refunded.

Returns

Where a return is authorized by Rosela in writing, the following conditions apply:

  • Return shipping costs are the customer's sole responsibility unless the return is due to a verified error or defect on Rosela's part
  • Items must be returned in their original condition and packaging
  • Items that have been fully used, heavily used, or returned in a condition inconsistent with the reported issue will not be eligible for a refund
  • Rosela is not responsible for items lost or damaged in return transit — we strongly recommend using a tracked and insured shipping service
  • Original shipping costs paid at checkout are non-refundable in all cases

Refund Processing

Once a return is received and inspected, we will notify you of our determination within 5 to 7 business days. Approved refunds are processed to the original payment method within 5 to 10 business days. Rosela is not liable for processing delays caused by your bank or payment provider. Refunds will not exceed the original product purchase price and will not include original shipping fees, duties, or taxes paid.

Chargebacks and Payment Disputes

Rosela maintains comprehensive records of all transactions including order confirmation emails, delivery tracking records, carrier proof of delivery, customer communications, and policy acceptance at checkout.

If you have a concern about your order we strongly encourage you to contact us at support@rosela.co before filing a dispute with your bank or card provider. Most issues can be resolved quickly through direct communication.

By completing a purchase on rosela.co you agree that:

  • You will contact Rosela directly and allow up to 5 business days for a response before initiating any chargeback or payment dispute
  • Filing a chargeback for a delivered order where delivery has been confirmed by carrier tracking constitutes an unauthorized transaction dispute and Rosela will contest it with full supporting documentation
  • Rosela reserves the right to provide your bank or card network with all relevant transaction records, delivery confirmation, policy acceptance evidence, and communication history when contesting a dispute
  • Customers who file chargebacks determined to be fraudulent or filed without reasonable basis may be permanently blocked from placing future orders with Rosela
  • Rosela will pursue recovery of chargeback fees and associated costs where permitted by applicable law

Our chargeback dispute documentation package includes order confirmation, payment record, carrier tracking with delivery confirmation, customer IP address and device data recorded at checkout, timestamped policy acceptance, and all prior customer communications. This documentation is submitted in full to the card network in every dispute case.

Fraud Prevention

Rosela actively monitors for fraudulent return and refund activity. The following will be flagged and investigated:

  • Multiple refund requests across different orders or accounts from the same customer, household, or IP address
  • Refund requests that are inconsistent with tracking or delivery records
  • Chargeback filings that contradict prior customer communications
  • Returns of items that are inconsistent with the product shipped

Rosela reserves the right to refuse service to any customer found to be engaging in refund abuse or fraudulent dispute activity.

Consumer Law

Nothing in this policy is intended to override, exclude, or limit any statutory rights you hold under applicable consumer protection legislation in your country or region that cannot be lawfully excluded. Where mandatory consumer law provides remedies beyond those described in this policy, those rights are preserved. This policy applies to the maximum extent permitted by law in your jurisdiction.

Contact

Email: support@rosela.co Response time: 1 to 2 business days Monday through Friday

This policy is effective as of the date of your purchase. Rosela reserves the right to amend this policy at any time. The version of this policy published at rosela.co at the time of your order will govern your purchase.