Refund policy
Returns
Every order is final, and it is not possible to cancel or modify its content (product, color, size, delivery address, etc.). Once payment is confirmed, your order is sent for preparation in our warehouse to be shipped as soon as possible.
Customers have a period of 14 calendar days from the date of receipt of the order to request the return of one or more items.
The request must be submitted via the customer's account on rosanelly.com, under the "My Orders" section, so that the return is formally registered.
Once the request has been accepted, items must be returned to the following address:
Business name: Canarista sp. z o.o.
Address: Świętopełka 64A/2
Postcode: 84-230
City: Rumia
Country: Poland
Phone number: +48 572424133
Email: contact@rosanelly.com
Items must be in perfect condition, unused, unaltered, and returned with their original packaging, tags, documentation, and accessories. We reserve the right to reject returns that show signs of wear or do not meet the above criteria. Return shipping and any return duties are the responsibility of the customer.
If your return does not meet the conditions listed above it will not be refunded and will only be returned to you at your expense.
Items sent back to us without first requesting a return will not be accepted.
You have 30 days to send back your unwanted items once your return request has been accepted. After that the return will be cancelled and no longer available.
We recommend using a reliable courier service with tracking. Returns sent by ordinary letter post will not be accepted, as they cannot be traced.
The customer is responsible for ensuring that the package reaches our facility. Once received, items will be inspected before the return is approved.
Shipping charges on the original order are non-refundable.
For hygiene reasons the lower parts of personal underwear (e.g. panties) and bodysuits are not subject to returns or exchanges.
Hosiery is not eligible for return.
Unfortunately, we cannot accept returns on sale items.
ALL SALE ITEMS ARE FINAL SALE.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
We do not offer exchanges, please place a new order and return unwanted items.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
As a general rule, approved returns will be refunded to the same payment method used for the original purchase.
If the return falls within the statutory right of withdrawal under consumer protection law (within 14 calendar days of receipt), the customer may request a refund to the original payment method used in the purchase.
Return shipping costs are always borne by the customer, unless the reason is attributable to ROSANELLY (defective, incorrect, or flawed products).
In cases where the return of an order is made from a territory different from the original delivery location, or from any country or region that may generate import duties, customs fees, taxes, DUA charges, customs clearance handling fees, or any other costs arising from the international or interterritorial transit of the shipment, such costs shall be borne in full by the customer.
The return shipment must always be sent free of charges to the company (Delivered Duty Paid - DDP - or equivalent service). If the package incurs any additional charges upon receipt, the company reserves the right to refuse delivery.
Under no circumstances shall the company be responsible for any costs arising from customs or tax procedures associated with the return of the product.