Exchange Policy
At Rosselle Studio, we want you to be completely satisfied with your purchase. If your order isn't the right fit, we offer an exchange option subject to the terms and conditions outlined below.
Eligibility for Exchange
An exchange request will only be accepted when:
- The product is returned in its original packaging, with all original tags and labels attached.
- The item is unused, unworn and unwashed and is free from stains, makeup marks, perfumes, fragrances, odors or any other signs of wear.
- Items that show signs of use or damage after delivery will not qualify for an exchange.
- Each order is eligible for one exchange only.
- Exchanges are subject to product, color and size availability.
- An exchange must generally be made for an item from the same product category.
- Differences in color caused by individual screen settings, photography, lighting or display conditions are not considered a defect and will not qualify for an exchange.
- Rosselle Studio reserves the right to make the final determination regarding the eligibility and condition of a returned item.
How to Request an Exchange
To initiate an exchange:
1. Contact us within 48 working hours of receiving your order.
Send your exchange request through WhatsApp or email, including your order details and the reason for your request.
2. Receive your Exchange Reference Number.
Our customer support team will review your request and, if eligible, provide you with an exchange reference number. Approval at this stage is subject to the final inspection of the product once it reaches us.
3. Send the item back to us.
The product should be securely packaged, preferably using its original packaging, and sent along with your original order information/receipt and exchange reference number.
4. Product inspection.
Once Rosselle Studio receives the parcel, our team will inspect the item to ensure it meets the exchange requirements stated above.
5. Exchange confirmation.
After the inspection is successfully completed, we will confirm the exchange and arrange dispatch of the replacement item, subject to availability. Any applicable price difference will be communicated to the customer before dispatch.
Shipping & Exchange Costs
The customer is responsible for the shipping and courier charges associated with sending an item back for an exchange.
Rosselle Studio is not responsible for parcels that are lost, delayed or damaged while being returned to us. We strongly recommend using a reliable courier service and packaging the product securely.
Any additional delivery charges applicable to the replacement item may also be payable by the customer.
Important Information
- Exchange requests must be submitted within 48 working hours of delivery.
- Once an exchange request has been approved, the returned item must meet our condition requirements upon inspection.
- All exchange claims must be resolved within 14 days from the date the exchange request was submitted.
- Rosselle Studio does not offer refunds or cashbacks.
- Exchanges are available only after the order has been delivered to the customer or payment has been successfully processed.
- An item can only be exchanged once.
- Exchange requests are dependent on the availability of the requested size/product.
- Products purchased during certain promotions or special sales may be subject to additional exchange restrictions, where applicable.
No Refund Policy
Rosselle Studio operates a strictly no-refund policy. Once an order has been placed and payment has been processed, customers cannot request a cash refund.
Where eligible, customers may request an exchange in accordance with the conditions outlined in this policy.
Need Help?
If you have any questions about our Exchange Policy or would like to initiate an exchange, please contact the Rosselle Studio Customer Support Team through our official WhatsApp or email.
Email: info@rossellestudio.com