Return & Refund Policy

Thank you for shopping with Rosana! We strive to ensure your satisfaction with every purchase.
Please review our policy below to understand how returns and refunds are handled.

1. Eligibility for Returns & Refunds

  • 15-Day Window: Returns or exchanges are accepted within 15 calendar days from the delivery date. Requests beyond this period will not be processed.
  • Condition: Items must be unused, in their original packaging, and accompanied by proof of purchase (order number or receipt).
  • Qualifying Issues:
    • Defective, damaged, or incorrect items.
    • Non-defective items are not eligible for returns unless required by law.

2. Non-Returnable Items

The following items cannot be returned or refunded:

  • Gift cards, promotional items, or free products (“gifts with purchase”).
  • Items marked “final sale” or purchased during clearance events.
  • Products altered, used, or damaged after delivery.

3. Return Process

To initiate a return:

  1. Contact Us: Email info@rosanashop.com within 15 days of delivery. Include:
    • Your order number.
    • Photos/videos of the defect or damage.
  2. Authorization: We will review your request and provide a Return Merchandise Authorization (RMA) number if approved.
  3. Ship the Item: Send the product to the address below within 7 days of receiving the RMA.
  4. Return Address: 
    Rosana Returns
    14103 Brighton Avenue
    Gardena, CA 90249
    USA
  5. Note: Returns sent without an RMA number will be rejected.

4. Refund Process

  • Refund Method: Refunds are issued to the original payment method.
  • Deductions: Return shipping costs are the customer’s responsibility and will be deducted from your refund.
  • Timeline: Allow up to 10 business days after we receive your return for processing.

5. Exchanges

  • Defective/Damaged Items: We will replace the item at no additional cost (if stock permits).
  • Out-of-Stock Items: If a replacement is unavailable, a refund will be issued.

6. Shipping Responsibilities

  • You are responsible for return shipping costs and ensuring the package is securely sent.
  • We recommend using a trackable shipping service and retaining proof of postage. Rosana is not liable for lost return packages.

7. Exceptions

  • Incorrect/Damaged Delivery: Contact us within 48 hours of delivery if you receive the wrong item or a package damaged in transit. Provide photos, and we will resolve the issue promptly.

8. Contact Us

For questions or assistance:

  • Email: info@rosanashop.com
  • Phone: +86-18127502706 (Mon–Fri, 9 AM–5 PM PST)

9. Policy Updates

We reserve the right to update this policy. Changes will be posted on this page with a revised “Last Updated” date.

Last Updated: 2025.02.12