Refund policy

We have a 14-day return policy, meaning you have 14 days from the date you receive your item to request a return.

We only offer replacements for products with significant production quality issues that make them unusable or unable to function properly.

To be eligible for a return, your item must be in the same condition in which you received it—unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.

To start a return, you must first contact us at info@rosaquay.com. Please note that returns must be sent to the designated address: [USA/UK/Australia].

Shipping fee to the designated address will be refunded in the form of gift code, capped at USD$ 20.

If your return is accepted, we’ll send you a confirmation E-mail, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@rosaquay.com.

Damages and Issues
Please inspect your order upon receipt and contact us immediately if an item is defective, damaged, or if you received the wrong item. This will allow us to evaluate the issue and resolve it promptly.

Exceptions / non-returnable items [List]
Certain types of items cannot be returned, such as all kinds of innerwear (e.g., underwear, socks, leggings, swimwear, etc.), perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), personal care goods (e.g., beauty products), all kinds of arts and crafts, and items listed as non-returnable. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have any questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We only provide refunds if the products are out of stock or no replacement is available.

We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 30 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 30 business days have passed since your refund was approved, please contact us at info@rosaquay.com.