The return policy is only available for products purchased directly from our online store, rosacastle.com.
Returns
Our return policy is valid for 30 days. If you request a return after 30 days of purchase, unfortunately, we are unable to process your return or exchange request. In order for a return request to be successful, your item must be unused and in the same condition as you received it. The packaging must also be in the original packaging. The receipt or proof of purchase must be presented at the time of return. The buyer is responsible for paying the shipping costs incurred in returning the item. Return shipping costs will not be refunded. Only partial refunds are promised in the following cases: - The item is not in the original condition in which it was sold, and the part is damaged or missing due to the buyer's error. - The returned item is more than 30 days old from the date of purchase.
Refunds
Upon receipt and inspection of your return, we will send you an email informing you that we have received your returned item. We will also inform you whether we agree or reject the refund. If your refund request is approved, we will process your refund request immediately and the refund will be credited to your account or credit card in the same manner as it was received a few days later.
Delayed or failed refunds
If you never receive a refund, first check that your bank account is in order. Then contact your credit card company, which usually takes some time before a refund is officially issued. Next contact your card issuing bank. There will usually be some processing time before the refund is posted. If you have done all of this but have not received your refund, please contact us at support@rosacastle.com.
Exchange of goods
We only replace defective or damaged items. If you need to exchange it for the same item, please send the item back to us. You will be responsible for paying the shipping costs for the return of the item. Return shipping costs are not refundable.
Gifts
If an item was marked as a gift at the time of purchase and sent directly to you, you will receive a gift certificate for the value of the returned item. The gift certificate will be mailed to you upon receipt of the returned item. If the item was not marked as a gift at the time of purchase, or if the gift giver sends the order to themselves and then sends it to you, we will issue a refund to the gift giver, who will inform you of the return.
Shipping
Please send an email to support@rosacastle.com for instructions on how to ship your product to us. The consumer assumes all risk of loss or damage to the item during shipment. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned items.