Refund policy

This return policy applies to customers within the United Kingdom.

Thank you for shopping with Rosewood Official. 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 of the purchase date. 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 only accept exchanges if:

• You received the wrong item, or the wrong size was sent.

If either of these applies to your order, contact our support team within 7 days of delivery. After we confirm the issue, we’ll send the correct item free of charge.

Please note: We do not accept exchanges for reasons such as a change of mind or if the correct item and size were delivered as ordered.

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.

Change of Mind

Change your mind? No problem - as long as the item is unused and returned within 30 days, you're eligible for a refund. Return shipping costs will be your responsibility.

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

Order Cancellations

If you wish to cancel an order, please email us as soon as possible at support@rosewoodofficial.com. Cancellations are only possible before the order has been processed and shipped. If the order has already been dispatched, it cannot be canceled but may be returned in line with our Refund Policy.