Refund policy
REFUND & RETURN POLICY — ROSEBURY LONDON
Important Information
Please read this policy carefully before submitting a return request.
We do our best to support all of our customers; however, returns are only accepted under the conditions outlined below. Exceptions apply only in cases of manufacturing defects or shipping errors.
Returns: Eligibility & Timeframe
Return Period
You have 30 days from the date of delivery to request a return.
After this period, we are unable to offer a refund or exchange.
Condition of Returned Items
To be eligible for a return, items must be:
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Unused and unworn
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Free from odours and signs of wear
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Returned in their original packaging with all tags attached
For hygiene-sensitive items, please ensure they are clean before submitting a return request.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
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Underwear
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Lingerie
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Worn or washed items
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Items without original tags or packaging
Damage Caused by Use
We are not responsible for damage caused by misuse, negligence, or normal wear and tear.
Only manufacturing defects are covered under our exception policy.
How to Request a Return
To request a return, please contact our customer support team at:
Please include the following information:
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Order number
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Reason for return
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Photo of the item (required if damaged or incorrect)
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Full contact details
Incomplete requests may result in delays.
Refunds
Processing
Once your return has been received and inspected, you will be notified by email whether your refund has been approved or rejected.
Refund Timeframe
Approved refunds are processed within 30 days and returned to your original payment method.
Missing or Delayed Refunds
If you have not received your refund after 30 days:
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Check your bank account
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Contact your payment provider
If the issue persists, please contact us at:
Return Shipping Costs
Customers are responsible for all return shipping costs.
Please note:
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We recommend using a tracked shipping service
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We are not responsible for returns lost in transit
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Returns are processed internationally
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Return shipping costs typically start from £20
The return address will be provided once your return request has been approved.
Refused Deliveries
If a parcel is refused upon delivery, it may not be returned to us and could be lost in transit.
In such cases, no refund can be issued.
Faulty or Incorrect Items
If you receive a faulty or incorrect item:
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We will replace it free of charge
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If the issue occurs again, a full refund will be provided
Please contact us within 7 days of delivery.
ROSEBURY LONDON
Customer Support:
support@rosebury-london.com