退款政策

- RETURN, EXCHANGE, AND REFUND POLICY
ROSA QUAY®

Last Updated: November 7, 2026

This Return, Exchange, and Refund Policy ("Refund Policy") forms an integral part of our Terms of Service (specifically referenced in Section 1.2(d) and Section 9 of our Terms of Service) and operates alongside our Shipping Policy. Please read this policy carefully before placing your order.

1. Overview & Strict 7-Day Inspection and Notification Window
We maintain a strict 7-calendar-day inspection and return notification policy. Upon delivery of your parcel, it is your immediate responsibility to inspect the merchandise. You have strictly seven (7) calendar days from the date of delivery to contact us to report any eligible issue and request a return or replacement. 

If you fail to notify us with the required photographic evidence within seven (7) calendar days of delivery, the delivered merchandise shall be conclusively deemed to have been received and accepted in the exact size, style, quantity, and satisfactory condition ordered, and we shall have no obligation to entertain subsequent claims. 
*(Note: We only extend this timeframe in specific jurisdictions where mandatory local consumer protection laws strictly require a statutory cooling-off period—which generally does not exceed 14 days, as detailed in Section 10 below. We kindly ask our customers to take careful note of these timeframes upon receiving their orders.)*

Please note that, except where mandatory statutory cooling-off laws apply, we only offer remedies for items that arrive with significant manufacturing defects that render them unusable or unable to function properly, or in the event of a fulfillment discrepancy attributable to us (such as receiving an incorrect size, an incorrect style/item, or a missing quantity). Minor cosmetic imperfections or personal preferences do not qualify.

To be eligible for any return, exchange, or refund, your item must remain in the exact same condition in which you received it—strictly unworn, unwashed, unused, unaltered, free of fragrances or stains, with all original ROSA QUAY® swing tags and security ribbons intact and attached, and in its original packaging. You will also need to provide your order number and official proof of purchase.

2. How to Initiate a Return (Mandatory Photographic Evidence)
To report a defective item or fulfillment discrepancy and request a return, you must email our Customer Service team at info@rosaquay.com within strictly seven (7) calendar days of delivery. In accordance with Section 9.2(a) of our Terms of Service, your email notification must include your order number, proof of purchase, and clear, unobstructed photographic (and, where available, unboxing video) evidence showing all three of the following:
(i) The outer shipping box/packaging and the courier shipping label clearly visible;
(ii) The actual item(s) received and the specific area of the alleged defect or discrepancy; and
(iii) All original ROSA QUAY® swing tags, security ribbons, and original packaging intact and attached to the item(s).

Our Sole Discretion to Waive Return or Cancel Transaction: In certain cases where a defect or error is clearly verified through photo or video evidence—or where we determine in our sole judgment that cross-border return shipping or replacement dispatch costs would be disproportionate or commercially impracticable—we reserve the absolute right, at our sole discretion, to waive the requirement to ship the item back, or to directly cancel the transaction and issue a refund for the purchase price of the affected item(s) as your sole and final remedy.

If a physical return of the item is required and approved by us, we will send you a Return Authorization confirmation email with specific instructions on how and where to send your package. Depending on your region, stock allocation, and order fulfillment source, approved returns must be sent strictly to our designated global fulfillment return hub or regional facility (located in Hong Kong S.A.R., Japan, the United Kingdom, or Taiwan, as explicitly designated in our confirmation email).

Once your return request is approved, you must ship the item back within seven (7) calendar days and email us the tracking number and official shipping receipt. Items sent back to us without prior written Return Authorization, sent to an undesignated address, or shipped via Cash-on-Delivery (COD) will be strictly refused and will not be accepted. Please note that you remain solely responsible for the item until it safely reaches and is signed for at our designated warehouse; therefore, using a reliable, tracked shipping service is mandatory.

3. Return Shipping Reimbursement & Disproportionate Shipping Cost Protection
Standard Reimbursement Cap (Store Credit): For approved returns of verified defective or incorrectly dispatched items where we request the item to be shipped back, we will reimburse your actual standard tracked return shipping cost to our designated address in the form of a store gift code (store credit), up to a strict maximum cap of USD $30.00 (or currency equivalent). To claim this reimbursement, you must use a standard economy tracked shipping method (express or priority courier surcharges are not covered) and email us a copy of your official shipping receipt. The gift code will be issued via email once we have received, inspected, and verified your returned item.

Right to Cancel Transaction in Lieu of High Shipping Costs: We cannot and do not assume liability for excessive or disproportionate international return or re-dispatch shipping fees. If the estimated return shipping cost exceeds USD $30.00, or if we determine at our sole discretion (pursuant to Section 9.3(c) of our Terms of Service) that facilitating a cross-border return or dispatching a replacement is commercially impracticable or involves disproportionate shipping/customs expenses, we reserve the absolute right to decline the physical exchange/replacement, unilaterally cancel the affected item(s) or transaction in full, and issue a refund of the actual purchase price paid for the affected item(s) back to your original payment method in full and final settlement of the matter.

4. Sizing Policy
Unfortunately, we do not accept returns, exchanges, or refunds due to sizing issues or personal fit preferences. Detailed size charts and approximate measurements are provided on our product pages to help you select the best fit, and we strongly encourage you to review them carefully before placing your order. If you would like sizing advice prior to purchasing, please feel free to contact us at info@rosaquay.com.

5. Exceptions / Non-Returnable Items
For strict hygiene, health, safety, and artistic preservation reasons, certain categories of items are strictly final sale and cannot be returned, exchanged, or refunded (unless confirmed to have arrived with a severe manufacturing defect reported within the 7-day window). These non-returnable categories include:
- Intimate apparel, swimwear & legwear: Underwear, lingerie, socks, hosiery, leggings, bodysuits, and swimwear.
- Jewelry & pierced accessories: Earrings, ear cuffs, and any pierced body jewelry.
- Personal care, beauty & fragrance products: Skincare, cosmetics, perfumes, candles, and fragrances.
- Art editions, collectibles & bespoke/handmade goods: Limited-edition art prints/editions, sculptures, designer toys/collectibles, personalized or made-to-order items, bespoke pieces, special orders, and all arts and crafts.
- Sale & promotional items: Any items purchased using a promotional discount code, items marked as "Final Sale," "Archive Sale," or "Non-Returnable" on the product page, as well as digital or physical gift cards.

Please get in touch with us at info@rosaquay.com before purchasing if you have any questions regarding the return eligibility of a specific item.

6. What Is NOT Considered a Quality Issue or Defect
In alignment with Section 5 of our Terms of Service and our Legal Notice, the following situations are considered normal production tolerances, inherent material characteristics, or wearer-induced wear-and-tear, and therefore strictly do not qualify as quality issues or defects:
- Minor production & assembly tolerances: Loose threads, uncut buttonholes, minor mold lines, or slight alignment variations in stitching, prints, or hardware that naturally occur during manufacturing and do not prevent the normal functional use of the item.
- Improper washing, care, or handling: Shrinkage, stretching, pilling, hardware tarnishing, or discoloration caused by improper washing, harsh detergents, friction, exposure to moisture/perfume, or failing to follow the garment’s care label instructions (e.g., machine washing or tumble drying delicate or dry-clean-only items).
- Color & visual display variations: Slight differences between the actual physical product shade/proportion and the imagery displayed on your screen, due to studio lighting, photographic post-processing, sample adjustments, or individual monitor/mobile screen calibrations.
- Artisanal, hand-finished & natural aging characteristics: Slight variations in texture, garment wash/distressing, uneven surfaces, natural metal oxidation/patina, or subtle color inconsistencies in handmade, dyed, or crafted items. These are intentional design aesthetics that make each piece unique, not defects.

7. Our Sole Discretion on Remedies: Replacements vs. Cancellation & Refund
In strict accordance with Section 9.3(c) of our Terms of Service, upon our verification of a timely reported eligible claim (and our receipt and inspection of the returned item in its original, unworn, tags-intact condition), ROSA QUAY® (or our fulfilling affiliate) shall have the absolute right, at our sole discretion, to resolve the matter by choosing either of the following two remedies:
(1) Replacement Dispatch: Subject to actual stock availability and commercial feasibility, we may dispatch a replacement item of the ordered size and style within 14 business days of inspecting your return (you will receive a shipping confirmation email with tracking details once dispatched); OR
(2) Transaction Cancellation & Refund: If the item is out of stock, discontinued, or if we determine in our sole judgment that dispatching a replacement or bearing cross-border shipping costs is commercially impracticable, we reserve the absolute right to cancel the affected item(s) and issue a refund for the corresponding purchase amount.

8. Refunds & 30-Calendar-Day Processing Window
For standard eligible claims, we prioritize replacements; refunds are only issued when we elect to cancel the affected item(s) due to stock unavailability or commercial impracticability as set out above. Original outbound shipping fees are strictly non-refundable unless the entire order is cancelled as a direct result of our error.

Once we have received and inspected your return (or issued a formal cancellation/out-of-stock notice) and notified you via email of your refund approval, we will complete our internal refund processing procedure within thirty (30) calendar days.
- Original Payment Method Only: All refunds will be returned strictly via the original payment method and to the original payment account used for the transaction.
- Bank Processing Delay Disclaimer: In accordance with Section 6.3(b) of our Terms of Service, once we have processed the refund on our end within the 30-calendar-day window, the actual time required for the refunded funds to arrive and appear in your statement depends entirely on the clearing schedules and settlement procedures of your respective bank, credit card issuer, or payment platform. ROSA QUAY® bears no liability for banking settlement delays or currency exchange rate fluctuations. If more than 30 calendar days have passed since your refund approval email and you have not received confirmation of processing, please contact us at info@rosaquay.com.

9. Unclaimed Packages, Incorrect Addresses & Refused Customs (DAP/DDU)
In accordance with Section 8.3 of our Terms of Service and Section 5 of our Shipping Policy, please ensure your shipping address and contact details are entered accurately at checkout. International orders are shipped on a Delivered Duty Unpaid (DDU / DAP) basis.
- Abandoned or Destroyed Parcels: If a package is confiscated, abandoned, or destroyed by customs authorities or the courier due to an incorrect/incomplete address provided by the customer, failure to claim the package, or refusal/failure to pay applicable import duties, local taxes, or clearance fees, the order is considered a total loss and strictly no replacement or refund will be issued.
- Returned to Sender: In the rare event that an unclaimed, refused, or undeliverable package is safely returned to our fulfillment warehouse in its original, undamaged condition, you may pay the reshipping fee (plus any carrier return and handling charges) to have it re-dispatched. If you request a cancellation instead, we reserve the right to deduct all actual costs incurred—including original outbound shipping charges (even if the order initially qualified for Free Shipping), international return shipping fees, carrier brokerage/return fees, customs penalties, storage fees, and administrative handling costs—from any potential refund. If these combined expenses equal or exceed the original order value, no refund will be issued.

10. Statutory Cooling-Off Period (Applicable Mandatory Jurisdictions Only)
Notwithstanding the general policy above, we respect and comply with applicable mandatory consumer laws. Exclusively where your order is shipped to a jurisdiction with non-excludable statutory consumer protection laws that mandate a "cooling-off" or right-of-withdrawal period for distance sales (which generally does not exceed 14 calendar days from receipt, such as in the European Union and the United Kingdom, or 7 calendar days in Taiwan), you may have the statutory right to withdraw from and cancel your order within the exact minimum timeframe mandated by your local jurisdiction, subject to the following strict statutory conditions:
- Strict Original Condition & Diminished Value Deduction: To exercise a statutory right of withdrawal, the item must be returned strictly unworn, unwashed, unused, with all original ROSA QUAY® swing tags and security ribbons intact and attached, and in its original packaging. As expressly permitted under UK/EU and applicable statutory frameworks, if an item has been handled beyond what is strictly necessary to establish its nature, characteristics, and functioning (for example, if security ribbons or swing tags are removed, or the item shows any signs of wear, odor, or damage), we reserve the right to reject the return or deduct up to 100% of the item's value for diminished commercial value.
- Statutory Legal Exemptions: In accordance with applicable consumer laws, the statutory right of withdrawal strictly does not apply to unsealed personal care, cosmetic, or fragrance products, intimate apparel, underwear, swimwear, socks, hosiery, earrings/pierced jewelry, or custom-made, bespoke, or personalized items due to strict hygiene, health protection, and customization exemptions.
- Buyer Bears All Return Shipping, Insurance & Customs Costs (Return to Originating Warehouse): Because a statutory cooling-off return is initiated due to a personal change of mind rather than a manufacturing defect, quality issue, or fulfillment error attributable to ROSA QUAY® (where the item is neither defective nor incorrect), the USD $30.00 return shipping reimbursement strictly does not apply. Unless strictly prohibited by mandatory local statutory law, you must return the item to the originating dispatch warehouse from which your order was shipped—unless an alternative international fulfillment warehouse (in Hong Kong S.A.R., Japan, the UK, or Taiwan) is expressly agreed upon or designated by us in writing in your Return Authorization—and the buyer is solely and exclusively responsible for arranging and paying all international return shipping costs, insurance, and any applicable return customs duties, taxes, or brokerage fees required to deliver the item safely back to our warehouse. You bear all risk of loss or damage during return transit until the parcel is physically received and verified by our warehouse. Original outbound shipping fees (including the standard USD $40 outbound shipping value or any expedited shipping surcharges) are non-refundable to the fullest extent permitted by law; if any customs duties, COD charges, or return fees are billed to our warehouse upon receipt of your cooling-off return, such amounts will be directly deducted from your refund.
- Refund Processing: Once the returned item reaches our designated warehouse and passes inspection, the transaction will be cancelled and the refund will be processed to your original payment method within the timeframe set out in Section 8 (or such specific timeframe as strictly mandated by local law).

11. Contact Us
If you have any questions regarding our Return, Exchange, and Refund Policy, or to submit a timely 7-day notification with photographic evidence, please contact our Customer Service team at:
Email: info@rosaquay.com
Attention: ROSA QUAY® Customer Service