Refund policy

At Rosentio, we want you to be satisfied with your purchase. If you change your mind or are not completely satisfied, eligible items may be returned within 30 days of delivery, subject to the conditions below.

1. Return Eligibility

To qualify for a return, items must be:

  • Unused and in their original condition
  • Unwashed, where applicable
  • Returned with original packaging, accessories and tags where applicable
  • Accompanied by proof of purchase or your order details

Items that are damaged through misuse or returned in a condition that prevents resale may not qualify for a change-of-mind refund, subject to your statutory rights.

2. Change of Mind Returns

If you change your mind or order the wrong item, you may request a return within 30 days of delivery.

For change-of-mind returns, the customer is responsible for the cost of return postage.

We recommend using a tracked return service and keeping your proof of postage until your return has been completed.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incorrect or not as described, please contact us as soon as possible.

We may ask you to provide your order number, details of the issue and photographs where appropriate.

Where the product is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with applicable UK consumer law, which may include a replacement or refund. Where a return is required because of our error or a qualifying product fault, we will cover the reasonable return cost.

4. How to Request a Return

Before returning an item, please contact our customer service team:

Email: support@rosentio.com
Phone: +44 7862 679057

Please provide:

  • Your order number
  • Email address used for your order
  • Reason for the return
  • Photos where the item is damaged, defective or incorrect

We will provide the appropriate return address and return instructions.

Please do not send a return before contacting us.

5. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method within 7 business days.

Your bank or payment provider may require additional time to make the funds available in your account.

As standard UK delivery is provided free of charge, there is normally no standard outbound shipping charge to deduct.

6. Exchanges

If you would prefer an exchange, please contact us with your order details and the replacement product or option required.

Exchanges are subject to product availability. Where an exchange is approved, we will provide the relevant return and replacement instructions.

7. Your Consumer Rights

Nothing in this policy limits or excludes your statutory rights.

Your rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, remain unaffected.

8. Business Information

Trading Name: Rosentio
Legal Business Name: ROYYAL FREEDOM LTD
Company Registration Number: 08367972
Registered in: England and Wales

Registered Office:
ZRS, Building NLBP
Oakleigh Road South
New Southgate, London
N11 1GN
United Kingdom

Email: support@rosentio.com
Phone: +44 7862 679057
Customer Service: Monday–Friday, 9:00 AM–5:00 PM (UK time)