Refund policy

At ROSA LIVING, we want you to shop with confidence. If you are not satisfied with your purchase, you may request a return or refund in accordance with the terms of this policy.

1. Return Period

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the product must be returned in substantially the same condition in which it was received.

Where applicable, please include the original packaging, accessories, labels, care instructions, and other items supplied with the order.

2. How to Request a Return

Please contact us before sending any product back.

Email us at support@rosaliving.shop and provide:

• Your order number
• The name used to place the order
• The email address associated with the order
• The product you wish to return
• The reason for the return

We will review your request and provide the appropriate return instructions.

Please do not send a return to an address unless we have provided you with return instructions.

3. Return Shipping

For returns that are eligible under this policy, ROSA LIVING covers the return shipping cost.

When applicable, we will provide return shipping instructions or a return shipping label after the return request has been reviewed and approved.

Customers should package returned products securely to help prevent damage during transportation.

4. Condition of Returned Products

Returned products may be inspected when received.

To help ensure your return is processed correctly:

• Return all applicable products, parts, accessories, and included items.
• Use the original packaging where reasonably possible.
• Keep product labels and other identifying materials with the returned product where applicable.
• Products must not be damaged as a result of misuse, improper handling, or use beyond what is reasonably necessary to inspect the product.

If a returned product does not meet the applicable return requirements, we will contact you regarding the available options.

5. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive an incorrect product, please contact us as soon as possible at support@rosaliving.shop.

Please provide your order number and, where possible, clear photographs showing the condition of the product and packaging.

We will review the issue and work with you to determine the appropriate resolution.

6. Live Plants and Natural Product Variation

Because ROSA LIVING offers live plants and natural products, some variation in appearance may occur during transportation or over time.

Minor changes in leaves, coloration, growth, or overall appearance may naturally occur and do not necessarily indicate that a product is defective.

If a live plant arrives significantly damaged, unhealthy, or materially different from what was purchased, please contact us promptly with photographs and your order number so that we can review the situation and determine the appropriate resolution.

7. Exchanges

If you would like to exchange a product for another item, please contact us at support@rosaliving.shop.

Exchanges are subject to product availability. If the requested replacement is unavailable, we may instead process an eligible return and refund.

8. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

If the return is approved, the refund will be issued to the original payment method used for the purchase.

We aim to process approved refunds within 5 business days after the returned product has been received and inspected.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

9. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@rosaliving.shop.

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. In that case, you may request a return in accordance with this policy.

10. Contact Us

If you have questions about returns, refunds, exchanges, damaged products, or order cancellations, please contact us:

ROSA LIVING
Email: support@rosaliving.shop
Phone: +44 11 3345 1706