Refund policy
Last updated: September 25, 2026
We want you to be happy with what you ordered. If you are not, here is how returns and refunds work.
Returns
- You may return your order within 30 days of delivery.
- To start a return, email info@shop-rosella.com with your order number within that 30-day window. We will send you return instructions.
- Return shipping costs are paid by the customer, unless the item is defective or we sent the wrong item. In that case we cover the return shipping.
Return conditions
- Items must be unused and in the condition in which you received them.
- Items must be returned in their original packaging with all accessories included.
- Please pack the return carefully to avoid damage in transit. We recommend using a tracked service.
Refunds
- Once we receive and inspect the returned items, we aim to process your refund within 5 business days.
- Refunds go back to the original payment method. Depending on your bank or card issuer, it can take a few extra days for the amount to appear on your statement.
Damaged or defective items
Please inspect your order within 24 hours of delivery. If an item is damaged, defective or incorrect, contact us right away at info@shop-rosella.com with a photo and your order number. We will replace it or refund it, and we cover the return shipping.
Liability in transit
We are not responsible for delays or damage that occur while a return is in transit, which is why we recommend tracked shipping and careful packaging.
Questions
Email info@shop-rosella.com. We reply within 3 business days.