Refund policy

IMPORTANT NOTICE: WE DO NOT OFFER FREE RETURNS, CHARGES APPLY.

At Rose London, we strive to ensure customer satisfaction. However, if you are not completely satisfied with your purchase, you may return your item under the conditions outlined below. Please read this policy carefully, as acceptance of these terms is binding upon purchase.

How to Initiate a Return

If you wish to return an item, you may do so within 30 days of receiving your order. To begin the return process, please follow these steps:

Submit a Return Request – Contact our customer service team at info@rose-london.uk with your order number and reason for return. Our team will provide you with further instructions.

Return Conditions

To ensure a smooth return process, please adhere to the following requirements:

  • Return Period – All returns must be initiated within 30 days of receipt. Returns beyond this timeframe will not be accepted.
  • Item Condition – The product must be unused, undamaged, and in its original packaging.
  • Return at Customer's Risk – Customers assume full responsibility for the return shipment. We are not liable for any loss or damage that occurs during transit. Returns held by customs are also beyond our responsibility.
  • Track & Trace Requirement – A Track & Trace number is mandatory for all returns. Customers must provide this tracking information to ensure the return is processed correctly. Without this, a refund cannot be issued.
  • Pre-Approval Required – All returns must receive prior approval from our customer service team. Unauthorised returns will not be accepted.

Refund Processing

Once your return has been received and inspected, we will notify you via email regarding the approval or rejection of your refund. If approved, the refund will be issued within 30 days to the original payment method.

If you have not received your refund after 30 days, we recommend the following:

  • Verify your bank account statement.
  • Contact our customer service team for further assistance.

Refunds via Gift Card or Discount Code

If you voluntarily choose to receive your refund in the form of a Rose London gift card or discount code, this will be considered final settlement of the return. Once issued:

  • Gift cards or discount codes cannot be refunded, replaced or exchanged for cash.
  • Purchases made using such gift cards or discount codes are not eligible for further refunds, returns or exchanges.
  • Gift cards or discount codes may only be used on rose-london.uk.
  • Any remaining balance remains valid until the stated expiry date.

This provision applies to the fullest extent permitted by law and does not affect your statutory rights.

Return Shipping Costs

  • Customers are responsible for all return shipping costs.
  • We oblige using a Track & Trace shipping method to ensure the return is received successfully.

Duplicate Orders

In rare cases, duplicate orders may occur during checkout. If this happens, Rose London will review the situation and determine the appropriate resolution. Duplicate orders are not eligible for automatic cancellation. Standard return and refund conditions apply.

For any further inquiries, please do not hesitate to contact us at info@rose-london.uk