Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that personalized items cannot be refunded.
- To start a return, you can contact us at hello@rosivia.com
- Items sent back to us without first requesting a return will not be accepted.
- Once a return is received, we generally take 10 working days to assess the returned item and provide a resolution.
- You can always contact us for any return question at hello@rosivia.com
- Return shipping costs are the customer's responsibility once the product has been shipped
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
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@petalpal.co
Incorrect Delivery Address Policy (Including Free Shipping)
At Rosivia, we are committed to delivering your order accurately and on time. However, we understand that mistakes can happen. If a customer provides an incorrect or incomplete delivery address and the order is returned to us as a result, the following policy will apply:
1. Customer Responsibility: It is the customer’s responsibility to provide the correct and complete delivery address at the time of purchase. Please double-check your shipping details before completing your order.
2. Return to Sender: If the order is returned to us due to an incorrect or incomplete delivery address, the customer will be responsible for covering the costs associated with the return, including the initial shipping costs, even if the order was originally shipped with a “free shipping” promotion.
3. Reshipping: Once the returned order is received, we can reship the order to the correct address. The customer will be required to pay the reshipping fee, which will include the cost of sending the package again. This fee must be paid before the order is resent.
4. Refund Option: Alternatively, the customer may choose to receive a refund for the returned order. The refund will be processed minus the actual shipping costs we incurred for the original shipment, as well as a restocking fee to cover the pick/pack costs.
5. Contacting Customer Service: If you realise an error in your delivery address after placing your order, please contact our customer service team immediately. We will do our best to assist you, but please note that we cannot guarantee changes once the order has been processed.
By placing an order with PetalPal, you acknowledge and accept the terms of this policy.
If you have any questions, please don’t hesitate to reach out to our customer service team.