RETURNS, EXCHANGE & REFUND POLICY

At Rosabae, we want every order to reach you safely and exactly as intended. This Returns, Exchange and Refund Policy explains when a product may be returned, exchanged or refunded and what you need to do to raise a request.

This Policy applies to all products purchased through www.rosabae.com and should be read together with our Terms of Service.

By placing an order on our website, you acknowledge that you have read and understood this Policy.

1. WHEN CAN YOU REQUEST A RETURN, EXCHANGE OR REFUND?

We will consider a return, exchange or refund request if:

• The product arrives physically damaged or broken.

• The product packaging shows signs of leakage, tampering or resealing at the time of delivery.

• You receive a product that is materially different from the one you ordered.

• A product is empty, visibly short filled or missing from your order.

• The inner or outer packaging arrives in an unacceptably damaged or soiled condition due to transit.

All requests are subject to verification by our Customer Care team and the documentation requirements described below.

2. PRODUCTS THAT CANNOT BE RETURNED OR EXCHANGED

The following products are not eligible for return, exchange or refund:

• Products that have been opened, used, partially consumed or tampered with after delivery.

• Products where the original packaging, seal, shrink wrap or label has been broken, removed, defaced or altered.

• Products for which a claim has not been raised within 48 hours of delivery.

• Gift boxes and gifting sets purchased through the website.

• Products purchased during sale events, promotional campaigns or at discounted prices, unless they are received in a damaged or defective condition.

• Products damaged after delivery due to misuse, improper storage or any other cause attributable to the customer.

• Free samples, trial products or gifts with purchase.

3. DAMAGED OR TAMPERED SHIPMENTS

If the outer shipping package appears damaged, tampered with or resealed when it is delivered, we recommend not accepting the delivery and immediately contacting us at:

support@rosabae.com

If you accept the delivery and discover damage or leakage after opening the package, you must contact us within 48 hours of delivery.

Requests raised after this period will not be eligible for consideration under this Policy.

A quick note before you open your order

We strongly recommend recording an unboxing video when opening your package.

This helps us verify any damage, leakage, missing product or packaging issue and can significantly speed up the resolution of your request.

4. HOW TO RAISE A RETURN, EXCHANGE OR REFUND REQUEST

To raise a request, email us at:

support@rosabae.com

Your email should include:

• Order Number

• Invoice Number

• A detailed description of the issue

• Clear supporting photographs or videos

• Product batch details, clearly visible on the packaging

Requests must be submitted within the applicable 48 hour period mentioned in this Policy.

Depending on the issue, please include the following:

For an unsealed, leaking or broken product

Please provide:

• Clear images or video of the affected product

• Images or video of any spillage, where applicable

• Images of the Rosabae product box or mono carton

• Images of the outer shipping packaging

• Clear evidence of seal tampering, where applicable

For an empty, short filled, missing or incorrect product

Please provide:

• Clear images or video of the affected or incorrectly delivered product

• Images or video of any spillage, where applicable

• Images of the Rosabae product box or mono carton

• Images of the outer shipping packaging

For damaged, dirty or soiled packaging

Please provide:

• Clear images or video of the complete package as received

• Images of the Rosabae product box or mono carton

• Images of the outer shipping packaging

What do we mean by mono carton and outer packaging?

Mono carton means the individual Rosabae product box in which the product is packaged.

Outer packaging means the larger shipping box or bag in which your complete order is dispatched.

Images or videos of both the mono carton and outer packaging are mandatory for processing a claim.

Incomplete requests or requests without the required documentation may not be processed.

5. WHAT HAPPENS AFTER YOU SUBMIT A REQUEST?

Once we receive all the required information and supporting documentation, our Customer Care team will review your request and get back to you within 3 working days.

During the review, we may request additional information or documentation if required.

If additional information is requested, the review period will restart once we receive the requested information.

If your exchange is approved

We will email you with an exchange authorisation number and arrange the reverse pickup of the product.

If your refund is approved

We will notify you by email and process the refund according to the refund timelines mentioned below.

6. EXCHANGE PROCESS

If your exchange request is approved:

Step 1: Pack the product

Please securely pack the product in its original packaging and in the same condition in which it was received.

Please include the original purchase receipt or invoice inside the package.

Step 2: Include the required information

The following information must be physically included inside the return package and shared with the Customer Care representative handling your request:

• Address of dispatch

• Your name and address

• Order Number

• Contents of the package

Step 3: Handover to the logistics partner

At the time of handover, please share an image of the reverse pickup consignment showing both the interior and exterior packaging with the Customer Care representative handling your request.

Step 4: Replacement

Once the returned product reaches our warehouse and is inspected, the replacement order will be processed within 24 hours of receipt.

You will receive the new consignment's tracking details by email once the replacement is dispatched.

For eligible defect, damage or wrong delivery cases, the reverse pickup is arranged by Rosabae at no additional cost to the customer.

7. REFUNDS

If your refund is approved following a valid return:

• The refund will be credited within 10 to 15 business days from the date of refund approval.

• Refunds will be made to the same payment instrument used for the original order.

• We do not process refunds through alternative payment methods.

Prepaid orders cancelled before dispatch

For prepaid orders cancelled before dispatch 3% of the order value will be deducted towards payment gateway processing charges.

The remaining amount will be refunded to the original payment source within 7 to 10 business working days, or within any additional period required by your bank or payment gateway.

Rosabae will not be responsible for delays caused by the customer's bank or payment network.

Cash on Delivery orders

For Cash on Delivery orders where a refund is approved, the refund will be processed through the original payment source.

Once your refund has been processed, we will send a confirmation email to your registered email address.

The time taken for the refund to actually reflect in your account may vary depending on your bank, card network or payment gateway.

8. AFTER DELIVERY

Once an order has been successfully delivered to the address provided by you, Rosabae is not responsible for damage caused after delivery.

Risk of loss and damage passes to the customer upon delivery.

If there is a dispute regarding the condition of a product when it was delivered, the unboxing video, together with the delivery confirmation records maintained by our logistics partner, may be considered as evidence when reviewing the claim.

9. POLICY UPDATES

Rosabae may modify or update this Returns, Exchange and Refund Policy from time to time.

The version applicable to your order will be the version available on the website at the time your order was placed.

10. CONTACT US

For any questions or concerns regarding returns, exchanges or refunds, please contact our Customer Care team:

Email: support@rosabae.com
Website: www.rosabae.com

We endeavour to respond to return, exchange and refund related queries within 3 working days of receiving your request.

The Science of Calm. The Spirit of the Rose.