Refund Policy
At Rosie & Kate, we want you to be fully satisfied with your purchase. However, due to the nature of our business and partnerships with third-party suppliers, our refund policy is designed to ensure transparency and fairness.
1. Eligibility for Refunds
You may request a refund under the following circumstances:
- Damaged or Defective Products: If the item you receive is damaged or defective, you must notify us within 14 days of receipt. Please provide detailed photos and a description of the issue.
- Incorrect Products: If you receive an incorrect product, contact us within 14 days of delivery for a replacement or refund.
2. Non-refundable Items
The following items are not eligible for refunds due to hygiene reasons or custom orders:
- Intimate apparel (e.g., underwear, swimwear)
- Any custom or personalized items
3. Return Process
To initiate a return for a refund, please follow these steps:
- Contact us at support@rosiekate.co.uk with your order number and details of the issue.
- Once your return is approved, we will provide instructions for returning the item to the appropriate location.
- You are responsible for covering the return shipping costs unless the item is faulty or incorrect.
4. Refund Timeline
Once we have received and inspected the returned product, we will notify you of the status of your refund. If approved, the refund will be processed within 7-10 business days, and the amount will be credited to your original payment method.
5. Order Cancellations
Orders cannot be canceled once they have been processed or shipped. If your order has not yet been processed, please contact us as soon as possible to request a cancellation. We cannot guarantee cancellations once an order has been confirmed with our suppliers.
6. Delayed or Missing Refunds
If you haven’t received a refund within the specified timeframe, please check with your bank or credit card provider as it may take some time for the refund to be posted. If you still have not received your refund, contact us at support@rosiekate.co.uk.
