Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at haseeb.khan.connect@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at haseeb.khan.connect@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at haseeb.khan.connect@gmail.com.
Roselle Wear offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Roselle Wear if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Roselle Wear will make a refund, resend, or accept the return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Roselle Wear warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Roselle Wear warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Roselle Wear warehouse due to the strict customs clearance at Brazil.
c. For Roselle Wear Packet Liquid Line to all counties, Roselle Wear will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Roselle Wear warehouse.
d. For some special shipping methods, Roselle Wear cannot deal with your disputes. (See the following important interpretation)
Roselle Wear will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Roselle Wear offers a full refund or a replacement if packages arrived are badly damaged.
Roselle Wear offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Roselle Wear has a strict quality control process before products are dispatched. Roselle Wear will deal with incorrect or missing products as follows:
a. For incorrect products, Roselle Wear offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Roselle Wear offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Roselle Wear may refund partially or resend the missing part; for parts missing which affect product function, Roselle Wear will resend the product only.
d. For accessories, Roselle Wear will resend the accessories.
For orders cancellation, Roselle Wear offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Roselle Wear has planned and prepared for you after payment.