Refund policy


We are committed to providing quality products to our customers. While we hope that you are always satisfied with your Roseclér purchase, we understand there are times that you may need to exchange, return, provide store credit or refund an item (Collectively called “Return”).

 

WHAT QUALIFIES FOR RETURN

If you are unsatisfied with your purchase, we can accept a Return of an order or an item if:

  1. It was purchased directly from the Site;
  2. Apply for refund/return within 30 days from the date of receipt of the item (s);
  3. The Return applicant is the original purchaser;
  4. Submitted with the corresponding receipt;
  5. The item is unused, unopened in its original packaging and has the relevant seals and/or tags still attached; and,
  6. It is returned within 14 days of products receipt, calculated from the date you signed off the courier receipt, or courier’s proof of receipt in situations where receiver sign off is not permitted or applicable.

 

HOW TO RETURN

Please be reminded that The Site will ONLY accept Return for product(s) that fulfills our requirements and by the process outlined above. Please note that Return cannot include limited edition, gift cards, gift packaging or engraved products. If the Return is requested based on personal reason, the return postal/shipping fees shall be fully borne by the customer. If the value of the good(s) being returned is over US$75, you are recommended to buy an insurance to cover the goods being returned to us. It will be your responsibility to track the Return shipment and ensure the goods are properly received by Roseclér. Roseclér is not responsible for the Return during shipment (since your choice or courier company is responsible), or any return related charges. Cash On Delivery (COD) return shipment charges are not accepted by Roseclér; any such returned goods will not be accepted by Roseclér. In this case, these goods may be returned back once again to the customer, with the customer fully responsible for all back-and-forth related charges.

If you have purchased the products you would like to Return from one of our authorized retailers or authorized online stores, please directly contact the retailer or online store you’ve purchased from; the Site is not responsible for Return in these situations. However, if you have purchased products from the Site, please contact us directly for Return, and do not try to return them to your nearest retailers or another online store.

In case of damaged, defective, or incorrect items, please contact our Customer Care Advisors immediately or please refer to DAMAGED ITEMS below. For this reason, Roseclér will cover the related return shipment costs, once we have accepted.


RETURN PROCEDURES

Step 1: Contact Consumer Service

Please send an email subjected “Return Merchandise Application” to customerservice@rosecler.com, and include the following information:

  • The Purchase Order e-copy
  • Product name and quantity which need to be refunded

 To expedite the process, please have the following support materials ready as our Customer Care Advisors may request you to submit for further verification:

  • Photos of each item you would like to return
    • Front: clearly showing the ROSECLÉR® logo and product name
    • Top Right Corner: clearly showing an untampered Authenticity Seal
  • The Airwaybill copy
  • Reason for refund
  • Your contact information (such as name, postal address, email address, mobile or phone number)

The return product(s) must be in its original packaging in an untampered, unaltered, unwrapped and unopened state. Due to hygiene, health and safety related concerns, we may not accept any products we deem as opened or used for Return & Refund. If it is rejected, we will notify you that no refund will be available within 10 business days of receiving your support materials.

If you have specific questions about exchanges, returns & refunds, please contact us via email to customerservice@rosecler.com for assistance. We apologize for any inconveniences.

Step 2: Pack the Item(s)

After a Customer Care Advisor confirms the validity of your Return Merchandise Application by email, please place a printed copy of our confirmation email inside the return parcel. Pease follow our email instructions about sending the products back to us. Please carefully pack the items into the box and make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts.

Step 3: Return Confirmation

Upon the arrival of the returned product(s), we will check if the product(s) meets the requirements of returns and refunds. Please allow 10 business days for our assessment and approval. 

Step 4: Processing a Return

Please allow 10 business days for the Refund process after our approval to your refund request. Your refund will be credited to the original form of payment or payment channels.

Only the net value of the item(s) purchased will be refunded, i.e. net of discounts enjoyed at purchase. The original Shipping fees, any related importing costs including taxes, any handling fee or gift wrap are non-refundable. You are responsible for all related return shipping and handling costs. The associated Rewards Points, if any, will be deducted accordingly.

The time to post a credit to your account is determined by your issuing bank. Please contact your own issuing banks for details.

 

DAMAGED ITEMS

This refers to products that are damaged at arrival. When your order arrives, please carefully inspect the shipping carton for any damage that may have occurred during shipment. Please note that regardless of the shipment method your parcel may be opened at customs for inspection. It is normal for the shipping carton to show some wear, however, if damage has occurred to the item(s) inside the shipping carton and specifically to the individual product box or gift set box, please contact us immediately by email.

Please provide:

  1. The Purchase order/ e-Receipt copy
  2. Picture(s) of the damaged item(s)
  3. Picture (s) of the packaging(s) and shipping carton(s) of the damaged item(s)
  4. To assure prompt resolution, please retain the shipping carton box, packing materials including Airway Bill, as the damaged item(s) and shipping carton(s) will be required for inspection by our courier.
  5. Your contact information (such as name, postal address, email address, mobile or phone number).

Depending on country and/or jurisdiction, and no matter your choice of shipping, customs may open or instruct to open your parcel for inspection. Please notify us by email if this occurs, as we are always trying to improve your purchase experience. However, if this does occur and our carrier have record of such, these affected item(s) may not be eligible for returns or exchanges.

Only items directly purchased on The Site may be returned for refund, exchange or damage reporting. If you have further concerns or questions, please visit our FAQ section or email us at customerservice@rosecler.com



Above are extracted from Section 4. Returns & Refunds of Customer Service policy. For all other terms and conditions related to purchasing from the Site, please refer to the full Customer Service policy.


DISCREPANCIES: If there is any conflict between the English and other translated language versions of this Refund Policy, the official English version shall prevail.