Refund policy

This return policy applies to customers within the United Kingdom.

Thank you for shopping with Rosewood. We are committed to delivering a smooth, reliable and supportive experience. If you’re not completely satisfied with your order, we offer a straightforward and transparent return and refund process to give you complete peace of mind.

30-Day Return Policy:

We accept returns within 30 days from the date of purchase. To be eligible, items must be unused, in their original condition, and sent back in the original packaging. Be sure to include your order confirmation or packing slip in the return.

• Return Eligibility: Items must be new and unused.

• Return Window: 30 days from the date of receipt.

• Return Method: By mail.

• Return Shipping Costs: The customer is responsible for return shipping costs.

• Restocking Fees: No restocking fees are charged.

• Refund Processing Time: Refunds are processed within 10 business days.

How to Return an Item:

To start a return, please email us at support@rosewoodofficial.com with the following details:

• Order Number
• Name on the Order
• Order Address

We’ll send return instructions and the address for your return. Return shipping costs are the responsibility of the customer, and we recommend using a trackable shipping method. If your return is lost and was not sent with tracking, we are unable to process your refund.

Return Shipping:

• Customers are responsible for all return shipping costs. We have no restocking fee.
  
• We strongly recommend using a Track & Trace service to ensure the safe delivery of your return.
  

Refund Process:

Once we receive and inspect your returned item, we’ll confirm receipt by email. We’ll also notify you of the refund decision. If approved, your refund will be processed to the original payment method within 10 business days.

Please note: refund times may vary depending on your bank or payment provider.

Non-Refundable Items:

• Products that have been opened or used.
• Gift cards.
• Store credit.

Damaged or Defective Items:

If your order arrives damaged or defective, contact us right away at support@rosewoodofficial.com. Please provide your order number, a description of the issue, and photos if possible. We’ll help resolve the matter as quickly as we can.

Exchanges:

We do not offer direct exchanges. To receive a different item, please place a new order and return the original item for a refund.

Order Edits

If you would like to edit your order, please contact us within 2 hours of placing your order. After the initial 2 hours, we will not be able to edit your order.

Lost parcels

If your parcel is lost in transit, we will gladly replace it and ensure that your order reaches you, provided the correct address is selected at checkout. If you do not want the parcel replaced, we will have to wait 30 days before refunding the order if the parcel finds its way to you and is delivered. Our customer service team will check on your order regularly during the two weeks to track its progress and provide you with accurate information.

Terms of Service

For more information on using our website and services, please read our Terms of Service.