Refund policy

RETURNS AND REFUNDS POLICY — Rose & Margot

Returns are not free of charge. In the event of a refund or exchange, additional handling and shipping fees may apply.

1. Eligibility for returns

Customers may request a return within 30 days of receiving their order.

For a return to be accepted, the following conditions must be met:

  1. The product must include all its parts and accessories and be kept in a condition similar to how it was received.
  2. Returns of items damaged through negligent use, impacts or improper handling will not be accepted.
  3. Items for personal or hygienic use must be returned clean.
  4. In the event of a defect, this must be reported immediately after receipt.
  5. Shipping costs associated with the return may be deducted from the refund.
  6. The return will be processed and validated within 7 working days of receiving the item.
  7. We reserve the right to reject returns if evident use or damage not attributable to transport or manufacturing is detected.

2. Procedure for requesting a return

If your order meets the above requirements, you must send an email to:

info@roseandmargot.com

The message must compulsorily include:

  • Order number
  • Reason for the return
  • A photograph of the product in the event of a defect
  • First name and surname
  • The customer's full address

Once the request has been approved, the return address will be provided. The parcel must not be sent to the sender shown on the shipping label.

The customer is responsible for the transport costs arising from the return.

3. Right of withdrawal (14 days)

If the consumer is a natural person, they have a period of 14 days from receipt of the order to exercise their right of withdrawal.

To exercise it, they must communicate their intention to:

info@roseandmargot.com

Due to the automated processing of orders, cancellation requests must be made within 2 hours of purchase.

Once that period has elapsed, the order may have already entered logistics preparation and cannot be cancelled immediately. In that case, the customer must wait to receive the order and request a return in accordance with this policy.

Because orders are handled automatically, it is not possible to cancel an order that has already been dispatched or is in transit. In that case, you must wait to receive it and proceed to request the return under the terms indicated above.

To speed up the process, we recommend attaching proof of postage for the return.

4. Refunds

Once the return has been received and validated:

  • The refund will be issued using the same payment method used for the purchase.
  • The refund will not include shipping costs or additional charges, except in justified cases.
  • The process will be completed within a maximum period of 14 calendar days after approval.

5. Relevant additional information

All returns must be sent to our assigned logistics centre.

The transport and return costs of the product will be borne by the customer.