Refund policy

At RoseFord, your satisfaction comes first. We are committed to making your shopping experience smooth and enjoyable.

Are you not completely satisfied with your purchase? We offer a simple return or exchange process to ensure everything is resolved to your satisfaction.

Order Changes and Cancellations

Would you like to cancel or modify an order? Please contact us directly at support@roseford.store and include your order number. Adjustments can be processed within 2 hours of placing your order.

After these 2 hours, your order will be processed, and further changes are no longer possible.

Orders cancelled within this period will be fully refunded within 7 working days.

Returns and Exchanges

  • 30-Day Return Policy: You can return or exchange items within 30 days of receipt.
  • Returns are accepted for both defective and non-defective items.
  • Exchanges are possible without additional restocking costs.
  • Items must be new, unused, and in the original packaging.

Start a return process by emailing us at support@roseford.store for further instructions.

Return Policy for Hygiene and Intimate Products

For reasons of health, hygiene, and safety, certain products cannot be returned or exchanged after delivery.

This policy applies to, but is not limited to:

  • Bras and lingerie
  • Underwear and intimate clothing
  • Bikinis and swimwear
  • Swim trunks and swimsuits

To ensure the highest hygiene standards and customer safety, these products are non-returnable and non-refundable, unless they are received damaged, defective, or incorrect.

We kindly ask customers to carefully check the product descriptions, size information, and specifications before completing their purchase.

Did you receive an item that is damaged, defective, or not the product ordered? Please contact our customer service team within 14 days of delivery, and we will be happy to assist you.

Thank you for your understanding and cooperation in maintaining the highest hygiene standards for all our customers.

Refunds

  • Processing time: Refunds are processed within 7 business days after the returned item has been received and checked.
  • Payment method: Refunds are processed via the original payment method. If you wish to use a different method, please contact us at support@roseford.store
  • Have you not received your refund within the expected time? Contact us for support.
  • The currency applicable to this policy is GBP (pound sterling).

Defective, damaged, or incorrect items

If you receive a defective, damaged, or incorrect item, please contact us and include your order number, a description of the problem, and clear photos or videos showing the problem.

As soon as we have assessed the claim, we will determine the most appropriate solution.

First time: We will send a replacement product free of charge. The replacement product is the same product, if available.

If a replacement is not available, cannot be provided within a reasonable time, or if another solution is required under applicable consumer law: We may offer a partial or full refund, depending on the circumstances.

Refusal of the offered solution: If a replacement product or a partial refund has been offered and the customer chooses not to accept the proposed solution, we reserve the right to require the return of the item before a full refund is processed. Any full refund is subject to receipt and inspection of the returned item and compliance with applicable consumer laws.

We are committed to resolving all claims fairly and providing an appropriate solution based on the nature of the problem and the evidence provided.

Lost or undelivered packages

If a package is lost or cannot be delivered, we investigate the matter together with the carrier.

First time: We will send a replacement product free of charge. The replacement product is the same product, if available.

Second time (if the replacement shipment is also lost or cannot be delivered): We will refund the full purchase amount.

We are committed to reaching a fair and satisfactory solution together with the carrier.

Return Process and Costs

  • All returns must be sent by post.
  • Customers are responsible for creating their own return label.
  • The costs for return shipments are at the customer's expense.
  • For defective or incorrectly delivered items, the return costs are at our expense. Please contact us for instructions.

Verification of the shipping address

Please carefully check if the entered shipping address is correct. If you discover an error, please contact us immediately at support@roseford.store to request a correction.

Important: We are not responsible for address errors provided by the customer or for undeliverable packages due to incorrect or inaccessible addresses. If a package is returned to us, you can choose a refund or a new shipment.

Trade name: RoseFord
Operator: ALDERSTEEL LTD
Company number: 17243968
Business address: Grindal St, London SE1 7RJ, UK
Phone: +44 20 3345 6789
Email: support@roseford.store