Refund policy

Store: Roseelora
Address: Via Remesina Interna 60, 41012 Carpi, Modena, Italy
Email: contact@roseelora.com
Phone: +39 4310371996
Business Owner: Sergio Boldrini

At Roseelora, customer satisfaction is one of our highest priorities. We stand behind the quality of our products and aim to provide a transparent, straightforward, and reliable return and refund process. If your purchase does not meet your expectations, we are here to assist you.

1. 60-Day Money-Back Guarantee

We offer a 60-day satisfaction guarantee on eligible purchases. You may request a return within 60 days of the delivery date, provided the product meets the eligibility requirements described in this policy.

This commercial guarantee is provided in addition to any mandatory consumer rights that may apply under Italian or European Union law.

2. Conditions for Returns

To qualify for a return under our 60-day satisfaction guarantee, the following conditions must generally be met:

  • The product must remain unused, unworn, unwashed, and in its original condition.
  • All original packaging, labels, tags, accessories, and supplied inserts must be included, where applicable.
  • Proof of purchase, such as your order confirmation, receipt, or order number, must be provided.
  • The return request must be submitted within the applicable return period.

Items that do not meet these requirements may be refused or may qualify only for a partial refund, where permitted by applicable law.

These conditions do not limit your statutory rights regarding products that are damaged, defective, incorrectly supplied, or otherwise non-conforming.

3. Starting a Return

To request a return under our 60-day satisfaction guarantee, please contact our customer support team at contact@roseelora.com.

Please include:

  • Your full name.
  • Your order number.
  • The product or products you wish to return.
  • A brief explanation of the reason for the return.
  • Clear photographs or videos if the product arrived damaged, defective, or incorrect.

Once your request has been reviewed, we will provide the appropriate return instructions and return address.

Please do not send products to the business address listed above unless our customer support team has specifically instructed you to do so.

Returns sent without prior instructions may be delayed, refused, or returned to the sender.

4. EU Right of Withdrawal

If you are a consumer located in the European Union, you generally have a statutory right to withdraw from your purchase within 14 days without providing a reason, subject to applicable legal exceptions.

The withdrawal period generally begins on the day you, or a third party appointed by you other than the carrier, receives the goods.

For orders delivered in multiple shipments, the withdrawal period generally begins when the final item or shipment is received.

You may exercise your right of withdrawal electronically by using the “Withdraw from Contract” option available within your customer account or order details page.

After submitting an electronic withdrawal request, you will receive an acknowledgement confirming that your request has been received.

You may also notify us of your decision to withdraw by sending a clear statement to contact@roseelora.com.

Your withdrawal statement should include:

  • Your full name.
  • Your order number.
  • Your email address.
  • The product or products covered by the withdrawal.
  • A clear statement confirming your decision to withdraw from the purchase.

To meet the withdrawal deadline, it is sufficient to submit your withdrawal request before the applicable 14-day withdrawal period expires.

5. Returning Products After Withdrawal

After notifying us of your withdrawal, you must return the applicable products according to the return instructions provided by our customer support team and within the timeframe required by applicable law.

Products should be handled only to the extent reasonably necessary to establish their nature, characteristics, and proper functioning.

You may be responsible for any reduction in value caused by handling that goes beyond what would normally be permitted when examining a product in a physical retail store.

Please use secure packaging and, where possible, a tracked shipping service. Customers remain responsible for returned parcels until they are successfully delivered to the designated return address.

6. Return Shipping Costs

Unless the return is caused by an error on our part, customers are generally responsible for return shipping costs.

Roseelora will cover reasonable return shipping costs where:

  • An incorrect product was delivered.
  • The product arrived damaged during transit.
  • The product has a confirmed manufacturing defect.
  • The product does not conform to the order or applicable legal requirements.

For statutory EU withdrawals, the customer may be responsible for the direct cost of returning the goods unless Roseelora has agreed otherwise or applicable law requires Roseelora to cover the cost.

7. Refunds

Once the returned product has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

For returns made under our 60-day satisfaction guarantee, approved refunds are generally processed to the original payment method within 5–10 business days after the returned product has been received and inspected.

For a valid statutory EU withdrawal, reimbursement will be handled within the timeframe required by applicable consumer law.

Where legally permitted, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

For a valid EU withdrawal, standard outbound delivery charges may be refunded where required by law. Any additional delivery costs resulting from selecting a more expensive delivery method than the least expensive standard option offered may not be refundable.

After a refund has been issued by Roseelora, your bank, credit card provider, or payment service may require additional time to post the funds to your account.

8. Exchanges

We do not currently offer direct product exchanges.

If you require a different size, colour, style, or product, please return the original eligible item for a refund and place a new order separately through our website.

9. Damaged, Faulty, or Incorrect Products

If you receive a product that is damaged, defective, faulty, or different from what you ordered, please notify us within 7 days after delivery whenever reasonably possible.

Your request should include:

  • Your order number.
  • A clear description of the issue.
  • Clear photographs or videos showing the damage, defect, fault, or incorrect product.

After reviewing the information provided, we may offer an appropriate solution, including a repair, replacement, store credit, partial refund, or full refund, depending on the circumstances, product availability, and applicable law.

The 7-day notification request does not limit or remove any statutory rights you may have regarding faulty, defective, or non-conforming goods.

10. Non-Returnable Products and Legal Exceptions

Certain products may not qualify for return where an exception is permitted under applicable law. These may include:

  • Personalised, customised, or made-to-order products.
  • Products clearly marked as final sale or non-returnable, where legally permitted.
  • Sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been removed or broken.
  • Personal care products or intimate apparel where an applicable hygiene exception legally applies.
  • Products that have been used, worn, washed, altered, damaged, or handled beyond what is reasonably necessary after delivery.
  • Products that are inseparably mixed with other goods after delivery.

A product is not automatically excluded from return solely because it is clothing, sleepwear, or intimate apparel. Any specific return restriction will be clearly stated on the relevant product page and applied only where permitted by applicable law.

Statutory rights relating to defective, damaged, incorrect, or non-conforming products remain unaffected.

11. Order Cancellation

If your order has not yet entered processing or been dispatched, you may submit a cancellation request through the cancellation option available within your customer account or order details page.

You may also contact us at contact@roseelora.com to request cancellation.

We will review your request and confirm whether the order can still be cancelled.

Orders that have already been processed, fulfilled, or dispatched generally cannot be cancelled. However, they may still qualify for statutory withdrawal or return under this policy.

12. Refused or Undeliverable Shipments

If a parcel is returned because the shipping address supplied during checkout was incomplete or incorrect, delivery was refused, or the parcel was not collected, reasonable shipping, handling, or return costs may be deducted from the refund where permitted under applicable law.

Any deduction will be communicated clearly and will not affect any mandatory consumer rights.

13. Late or Missing Refunds

If you have not received your refund after being notified that it was processed, please:

  1. Check your bank account again.
  2. Contact your bank, credit card provider, or payment service, as processing and posting times may vary.
  3. Contact us at contact@roseelora.com if the issue remains unresolved.

14. Payment Disputes

Before initiating a chargeback or payment dispute, we kindly ask that you contact our customer support team.

We are committed to reviewing concerns promptly and attempting to provide a fair and appropriate resolution.

Nothing in this section restricts your legal right to contact your payment provider or exercise any other rights available under applicable law.

15. Your Consumer Rights

Nothing contained in this Return & Refund Policy excludes, restricts, or limits any mandatory consumer rights available under applicable Italian or European Union law.

Where any provision of this policy conflicts with a mandatory legal right, the applicable mandatory legal requirement will take precedence.

16. Customer Support

If you have questions about a return, withdrawal, refund, cancellation, damaged product, or order-related concern, please contact us using the details below.

Roseelora
Address: Via Remesina Interna 60, 41012 Carpi, Modena, Italy
Email: contact@roseelora.com
Phone: +39 4310371996

Customer Support Hours
Monday – Friday: 9:00 AM – 6:00 PM (CET)
Saturday & Sunday: Closed

Business days refer to Monday through Friday, excluding public holidays.