Returns & Exchanges Policy

1. Scope and Contact

1.1 At Rosie, your satisfaction is our priority. This policy outlines the conditions for returns, exchanges, and refunds.
1.2 To start a case, please contact us at contact@rosiecharms.com or through the help form available on our website.

2. Right of Withdrawal (Change of Mind)

2.1 We offer an extended 30-day withdrawal period from the delivery date, with no need for justification (EU law requires a minimum of 14 days; we extend it to 30).
2.2 Return shipping cost (withdrawal): unless the product is defective, damaged, or sent in error, the cost of returning the item is borne by the customer.
2.3 Outbound shipping refund: we will also refund the cost of standard shipping paid at the time of purchase, if applicable. Additional services such as express or priority shipping are non-refundable.
2.4 Refund timeframe: refunds are processed within 14 days from the date you notify us of your withdrawal. We may withhold the refund until the item is received or valid proof of return shipment is provided.
2.5 Item condition: items must be in good condition, used only to the extent necessary to verify their nature, characteristics, and functionality. The original packaging and accessories are recommended “where possible”, but not mandatory.
2.6 Return options:

  • Option A: We provide a return label and deduct its cost from the refund.

  • Option B: You ship the item yourself (we’ll provide the address and reference).
    Return labels provided by us are valid for 7 calendar days.

3. Exchanges

3.1 You may request an exchange for a different model or color within 30 days of delivery. The customer is responsible for any price difference and shipping costs, unless the exchange is due to an error in order fulfillment by Rosie.

4. Defective, Damaged, or Incorrect Product

4.1 Manufacturing defects: must be reported within 30 days of delivery, with supporting photos or videos.
4.2 Damaged on arrival / Wrong item: ideally reported within 7 days of delivery.
4.3 In these cases, Rosie covers all shipping costs (prepaid return label or reimbursement of return shipping) and offers either a free replacement or a full refund, at the customer’s choice.

5. Inspection and Processing Time

5.1 Once we receive the returned item, it will be inspected within 10 business days.
5.2 If eligible, the refund will be issued to the original payment method.
Please note that processing times depend on the issuing bank or card provider and may take 1–2 billing cycles to appear on your statement.

6. Chargebacks

6.1 If a chargeback occurs after the product has been delivered, we may request its return. Products that have not been paid for may not be retained by the customer.
Our support team is available to resolve any issues before a chargeback is initiated.

7. Unclaimed Packages / Incorrect Address

7.1 If a package is returned to us due to an incomplete or incorrect address, or because it was not collected from the delivery point, we may:

  • Resend it (with new shipping costs charged to the customer), or

  • Issue a refund deducting the incurred logistical costs, including promotional “free shipping” fees where applicable.

8. Exceptions

8.1 Personalized items (when applicable) and gift cards are non-returnable, except in cases of defect.
8.2 This policy does not limit your legal consumer rights under EU law.

9. How to Request a Return or Refund

9.1 Please email contact@rosiecharms.com including your order number, reason for return, and photos/videos if applicable.
We will respond with the next steps and, if relevant, your prepaid return label.