REFUND & RETURNS POLICY

Effective Date: 27 July 2026

At House Of Rosetta, we believe exceptional products should be matched with exceptional service. Every item in our collection is carefully curated and quality checked before it reaches your doorstep. If something isn't right with your order, we're committed to working with you to find a fair solution.

Please read our Refund & Returns Policy carefully before making a purchase.

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OUR COMMITMENT

Your satisfaction is important to us. While we strive to ensure every order arrives exactly as expected, we understand that issues can occasionally arise during fulfillment or shipping.

If you experience any problems with your order, our Customer Care team is here to assist you.

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ELIGIBILITY FOR REFUNDS OR REPLACEMENTS

You may qualify for a replacement or refund if:

• Your order arrives damaged during transit.
• Your item is defective due to a manufacturing fault.
• You received the incorrect product.
• You received the incorrect quantity.
• Your parcel is confirmed lost by the shipping carrier.
• Your order cannot be fulfilled due to supplier stock availability.

To help us resolve your request as quickly as possible, please contact us within 7 days of receiving your order.

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DAMAGED OR DEFECTIVE PRODUCTS

If your product arrives damaged or appears to have a manufacturing defect, please contact us within 7 calendar days of delivery.

To process your request, we'll require:

• Your order number.
• Clear photographs of the product.
• Photographs of the packaging.
• A short video clearly showing the issue (where applicable).

Once your request has been reviewed and verified, we will either:

• Send a replacement at no additional cost, or
• Issue a full refund to your original payment method.

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INCORRECT ORDERS

If you receive:

• The wrong product.
• An incorrect variant.
• An incorrect quantity.

Please notify us within 7 days of delivery.

After verification, we'll arrange a replacement or issue an appropriate refund at no cost to you.

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LOST PACKAGES

If your shipment is confirmed lost during transit by the courier, House Of Rosetta will gladly:

• Send a replacement, or
• Issue a full refund.

Before a parcel is classified as lost, we may need to complete an investigation with our logistics partners.

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DELAYED ORDERS

While we work with trusted fulfillment and logistics partners, orders are typically processed within 1–2 business days, and estimated delivery is 6–13 business days after dispatch. These delivery times are estimates and may occasionally be affected by circumstances outside our control.

Examples include:

• Severe weather.
• Customs inspections.
• Public holidays.
• Transportation disruptions.
• Operational delays.
• Other unforeseen events beyond our control.

Should your order experience an unusual delay, our Customer Care team will actively communicate with our logistics partners and keep you updated throughout the process.

Please note that delivery delays alone do not automatically qualify for refunds or compensation.

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RETURNS

Due to the hygienic nature of skincare and cosmetic products, we cannot accept returns for products that have:

• Been opened.
• Been used.
• Been tested.
• Had their protective seals removed.

This policy helps ensure the safety and quality of every product we provide to our customers.

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ITEMS THAT CANNOT BE RETURNED

For hygiene and safety reasons, we cannot accept returns or issue refunds for:

• Opened skincare products.
• Used cosmetic products.
• Products damaged through misuse.
• Products showing normal wear after use.
• Promotional clearance items where stated.

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CHANGE OF MIND

Because of the hygienic nature of skincare products, we do not offer refunds or returns simply because:

• You changed your mind.
• You no longer want the product.
• The fragrance is not to your personal preference.
• You expected different results.
• The product does not suit your personal skincare routine.

We encourage customers to carefully review product descriptions before placing an order.

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PRODUCT EXPECTATIONS

Every individual's skin is unique.

Results may vary depending on:

• Skin type.
• Existing skincare routine.
• Consistency of use.
• Environmental conditions.
• Individual skin biology.

House Of Rosetta cannot guarantee identical results for every customer.

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INCORRECT SHIPPING INFORMATION

Customers are responsible for providing complete and accurate delivery information during checkout.

House Of Rosetta cannot issue refunds for deliveries that fail because of:

• Incorrect addresses.
• Incomplete addresses.
• Invalid postal codes.
• Refusal to accept delivery.
• Failure to collect parcels.
• Inability to contact the recipient.

If a parcel is returned to us under these circumstances, additional shipping charges may apply before reshipment.

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CUSTOMS & IMPORT CHARGES

Where applicable, customers are responsible for any customs duties, taxes or import charges imposed by local authorities.

House Of Rosetta cannot refund orders that are abandoned or refused due to unpaid customs charges.

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FORCE MAJEURE

House Of Rosetta shall not be held responsible for delays or failures resulting from events beyond our reasonable control, including but not limited to:

• Natural disasters.
• Floods.
• Fires.
• Epidemics or pandemics.
• Government restrictions.
• Labour strikes.
• Transportation interruptions.
• Customs inspections.
• War or civil unrest.
• Other force majeure events.

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REFUND PROCESSING

If your refund request is approved:

• Refunds will be processed to your original payment method.
• Processing times vary depending on your bank or payment provider.
• Most refunds appear within 5–10 business days, although some financial institutions may require additional processing time.

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CUSTOMER CARE

If you have any questions regarding your order or this policy, we'd be delighted to help.

House Of Rosetta Customer Care

Email:
support@houseofrosetta.store

Business Hours:
Monday – Friday
09:00 – 17:00
South African Standard Time (SAST)

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Last Updated: 27 July 2026