Returns & Exchanges Policy
We are committed to providing you with a high-quality shopping experience. If you're not completely satisfied with your purchase, you may request a return or exchange under the guidelines below.
1. Order Cancellation
You may cancel your order free of charge within 24 hours of placing it, as long as the item has not yet shipped.
If the order has already entered the shipping process, cancellation is no longer possible. Please contact customer service promptly for assistance.
Customer Service Email: service@rosecloth.com
2. After-Sales Service Period
If you receive a defective, damaged, or incorrect item, please contact customer service within 24 hours of delivery.
You may request a return or exchange within 15 days from the date the shipment is marked as "delivered."
Requests made after this period will not be accepted. Thank you for your understanding.
Customer Service Email: service@rosecloth.com
3. How to Request a Return or Exchange
Please click the Customer Service icon in the bottom right corner of our website or contact us by email to reach our support team:
Customer Service Email: service@rosecloth.com
Please provide the following information:
- Order number
- Contact email
- Description of the issue
- Reason for return or exchange
- Photos of the item and packaging, if the item is defective, damaged, or incorrect
📸 Tip: Including photos of the item, especially photos highlighting the issue and packaging, helps us resolve your concern quickly.
Once we review and approve your request, we will provide further return or exchange instructions.
Approved returns should be sent to the following return address:
Returns:
Room 2503, Block A, Huizhi Building
Yanta District, Xi'an, Shaanxi, China
Postal Code: 710000
Please do not send any return package before contacting customer service. Return packages sent without prior authorization may not be accepted.
4. Return & Exchange Eligibility
To ensure product quality and eligibility for resale, items must meet all of the following conditions:
- Unused: No signs of wear, washing, alteration, damage, or use
- Intact tags: Original hangtags, security tags, etc., must remain attached and undamaged
- Complete packaging: Original packaging, such as dust bags, gift boxes, or other included packaging, should be intact when applicable
- Good condition: No stains, odors, perfume, makeup, pet hair, or other damage caused by the customer
Items that do not meet these standards may not be eligible for return, exchange, or refund. Thank you for your cooperation.
5. Return & Exchange Process
Return Process:
- Contact customer service at service@rosecloth.com to submit a return request
- Provide order details and photos of the item, if applicable
- Once approved, send the item to the return address listed in this policy
- The buyer is responsible for selecting a trackable shipping method and covering return shipping costs, including international shipping fees, taxes, and customs fees
- After the warehouse verifies the returned item, a refund will be processed within 3 business days if the return is approved
Exchange Process:
- Contact customer service at service@rosecloth.com to submit an exchange request
- Provide the size, color, or specifications of the desired replacement item
- Customer service will confirm availability and arrange the exchange
- If the item is out of stock, we will contact you to discuss alternative solutions
6. Refund Information
Once the warehouse confirms receipt and verification of the returned item, we will process your refund within 3 business days if the return is approved. Refund timelines depend on your payment method:
- Credit card: Refunds will be credited to the original account within 7 business days after processing. The exact timing depends on your issuing bank.
- PayPal: Refunds will be credited to your PayPal account within 48 hours after processing.
Original shipping fees are non-refundable.
Return shipping fees, international shipping fees, customs duties, taxes, and other related charges are non-refundable.
7. Return Shipping & Costs
Return shipping costs, including international shipping taxes and customs fees, are the responsibility of the customer.
For returns or exchanges caused by customer reasons, including size selection, color preference, style preference, or change of mind, the customer is responsible for return shipping costs.
Please choose a shipping method that covers customs clearance and related fees, and keep your tracking information until the return or exchange has been completed.
We do not accept "cash on delivery" return shipments.
📌 Important Notes
- Return packages must be authorized by customer service before being sent back. Any return request not authorized by customer service will not be honored.
- Customized items, intimate apparel, final sale items, and clearance accessories are non-returnable and non-exchangeable. Such items will be clearly marked on the product page where applicable.
- Please carefully inspect items before returning. We are not responsible for returns of products not purchased from Rosecloth.
- Rosecloth is not responsible for return packages that are lost, delayed, damaged, or sent to the wrong address due to customer error.
- If you have any questions about the return or exchange process, please contact customer service at service@rosecloth.com — we are here to help.
Thank you for your understanding and support. Happy shopping!