Refund policy

At Roselora, we believe every piece of handcrafted jewellery tells a story. Each piece is carefully crafted with attention to detail, and we want you to be happy with your purchase.

If you need to return an item, please review our Refund & Return Policy below.

1. Return Period

We accept eligible return requests within 7 days of the date your order is delivered.

To be eligible for a return, the jewellery must:

Be unworn and unused.
Be in its original condition, without scratches, dents, damage, or signs of wear.
Be free from perfume, lotions, cosmetics, sweat residue, and other contaminants.
Include its original packaging, jewellery box, pouch, and any accessories supplied with the order, where applicable.
Be accompanied by proof of purchase or the original order number.

Returns that do not meet these conditions may be refused, subject to applicable consumer protection laws.

2. Change-of-Mind Returns

If you change your mind after purchasing a piece of jewellery, you may request a return within 7 days of delivery, provided the item meets our return eligibility requirements.

For change-of-mind returns:

Customers are responsible for arranging and paying for return shipping.
Return shipping must be booked by the customer using a reliable, trackable shipping service.
Original shipping charges, if any, are non-refundable.
The item must be returned in its original condition and packaging.

Roselora does not provide prepaid return labels for change-of-mind returns.

3. Handcrafted Jewellery & Natural Variations

Roselora jewellery is handcrafted, and slight variations in colour, texture, finish, shape, and detailing may occur from one piece to another.

These subtle variations are a natural characteristic of handmade jewellery and are part of what makes each piece unique. They are not considered defects when they fall within reasonable handcrafted variations.

Product photographs are provided to represent the jewellery as accurately as possible. However, slight differences in appearance may occur due to lighting, photography, screen settings, or the handmade nature of the product.

If your item has a significant discrepancy from its description or is materially different from what was advertised, please contact us so we can assess the issue.

4. Brass Jewellery Care & Oxidation

Many Roselora pieces are crafted from brass and may naturally develop changes in colour or surface appearance over time.

Brass may tarnish or darken due to exposure to air, moisture, humidity, sweat, perfumes, lotions, chemicals, and other environmental factors. The rate of tarnishing can vary depending on how the jewellery is worn, stored, and maintained.

Natural tarnishing, oxidation, or gradual colour changes resulting from normal wear, environmental exposure, or improper care are generally not considered manufacturing defects.

To maintain your jewellery, we recommend:

Keeping it away from water, perfumes, lotions, and harsh chemicals.
Removing jewellery before showering, swimming, or exercising.
Wiping it gently with a soft, dry cloth after use.
Storing it in a dry place, preferably in its original pouch or jewellery box.

Please follow any product-specific care instructions provided with your item.

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or contains an incorrect item, please contact us within 7 days of delivery.

To help us assess the issue, please provide:

Your order number.
Clear photographs of the jewellery.
Photographs of the damage, defect, or incorrect item.
Photographs of the packaging, if relevant.
A brief description of the issue.

Please keep the item and its packaging until our team has reviewed your request.

If the issue is confirmed to be a manufacturing defect, damage during delivery, or an error on our part, Roselora will offer an appropriate remedy, which may include a replacement, repair, or refund, depending on the circumstances and applicable consumer protection laws.

Where a return is required because of an issue attributable to Roselora, we will cover reasonable return shipping costs or provide suitable return arrangements.

6. Non-Returnable Items

Change-of-mind returns may not be accepted for jewellery that:

Has been worn, used, altered, or damaged after delivery.
Has scratches, dents, broken components, or missing parts resulting from use or mishandling.
Shows signs of perfume, lotions, cosmetics, sweat residue, or other contamination.
Is returned without its original packaging or included accessories, where these are required for the return.
Is clearly marked as final sale or non-returnable, where permitted by applicable law.

This section does not limit any rights you may have in relation to faulty, damaged, misdescribed, or incorrectly supplied products under applicable consumer protection laws.

7. How to Request a Return

To request a return, contact our customer support team within 7 days of receiving your order using the contact details provided on our website.

Please include:

Your order number.
The name of the jewellery item you wish to return.
The reason for the return.
Clear photographs of the item, if requested.

Please do not ship any item back until our team has reviewed your request and provided return instructions.

Unauthorised returns may experience processing delays.

8. Return Shipping Responsibilities

For approved change-of-mind returns, the customer is responsible for arranging, booking, and paying for return shipping.

We recommend using a secure, trackable shipping service and retaining your shipping receipt and tracking information until the return has been delivered and processed.

Roselora is not responsible for return parcels that are lost, delayed, or damaged in transit when the customer independently arranges the return shipment, except where responsibility cannot legally be excluded.

For approved returns involving an error or fault attributable to Roselora, we will provide reasonable return shipping assistance in accordance with applicable law.

9. Refund Processing

Once your returned item has been received, our team will inspect it and notify you of the outcome of your return request.

If your refund is approved:

The refund will generally be issued to your original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping charges, if any, are generally non-refundable for change-of-mind returns, except where otherwise required by law.
Return shipping costs for change-of-mind returns remain the customer's responsibility.

We will communicate any applicable refund details after your return has been assessed.

10. Exchanges & Replacements

If you wish to exchange an item for another design or product, please contact our customer support team within 7 days of delivery.

Exchanges depend on product availability. Where a direct exchange is unavailable, we may offer an eligible return and refund so you can place a new order.

For items that arrive faulty, damaged, or incorrect, we will assess the issue and offer an appropriate remedy in accordance with this policy and applicable consumer protection laws.

11. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or limit any consumer rights, guarantees, or remedies that cannot legally be excluded under the laws applicable to your purchase.

Depending on the destination country and the circumstances of the purchase, you may have additional rights concerning faulty, damaged, misdescribed, or otherwise non-conforming products.

Where applicable law provides a right to a refund, replacement, repair, or other remedy, those rights will prevail over any conflicting term in this policy.

12. Contact Us

If you have any questions about returns, refunds, or exchanges, please contact the Roselora customer support team through the contact details provided on our website.

Please include your order number and relevant photographs, where applicable, so we can assist you efficiently.

Roselora – Handcrafted Jewellery, Made with Care.