Last updated: [Insert Date]
This Refund & Returns Policy applies to all purchases made from rosenancy (“we”, “us”, “our”) through our website.
Due to the intimate and personal nature of our products, we place great importance on hygiene, safety, and customer protection. Please read this policy carefully before making a purchase.
1. Eligibility for Returns
For health and hygiene reasons, we do not accept returns or exchanges on opened, used, or unsealed intimate products, including but not limited to sex toys, personal massagers, and intimate wellness devices.
You may be eligible for a return or refund only if:
- You received a defective or damaged product
- You received the wrong item
- The product arrived broken or does not function as described
- The product is unopened, unused, and in its original sealed packaging
2. Return Timeframe
You must contact us within 30 days of receiving your order to request a return, refund, or replacement.
Requests made after this period may not be accepted.
3. Non-Returnable Items
The following items are non-refundable and non-returnable:
- Opened or used products
- Products with broken hygiene seals
- Products damaged due to misuse, improper handling, or normal wear and tear
- Clearance or final sale items (if marked as such)
- Gift cards or digital products
4. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect, please contact us at [email protected] within 14 days of delivery and provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem and the packaging
After verification, we will offer one of the following solutions at our discretion:
- A replacement item
- A full or partial refund
- A store credit
5. Return Conditions
If a return is approved:
- The item must be unused, unopened, and in its original packaging
- The item must be returned in the same condition as received
- We reserve the right to refuse any return that does not meet these conditions
6. Return Shipping
- If the return is due to our error (defective, damaged, or incorrect item), we will cover the return shipping cost.
- For other approved returns, the customer is responsible for return shipping costs.
- Shipping costs are non-refundable.
We recommend using a trackable shipping service, as we are not responsible for lost return shipments.
7. Refund Processing
Once we receive and inspect the returned item:
- We will notify you of the approval or rejection of your refund
- If approved, your refund will be processed to your original payment method
- Refund processing time may take 5–10 business days, depending on your payment provider
8. Order Cancellations
- Orders can only be canceled before they are shipped
- Once an order has been shipped, it cannot be canceled and must follow the return policy rules above
9. Exchanges
We do not offer direct exchanges. If your case qualifies, we will either send a replacement or issue a refund according to this policy.
10. Chargebacks and Payment Disputes
We encourage customers to contact us first before filing any chargeback or payment dispute. Unauthorized or abusive chargebacks may result in account restrictions.
11. Legal Rights
This policy does not affect any mandatory rights you may have under applicable consumer protection laws in your country or region.
12. Contact Information
If you have any questions about this Refund & Returns Policy, please contact us at:
Email: [email protected]