Refund policy

At Rosa Novae, we want you to love your purchase. If you're not completely satisfied, we're here to help.

Returns

We accept returns within 30 days of the delivery date.

To be eligible for a return, your item must:

  • Be unused, unworn, and unwashed.
  • Have all original tags attached.
  • Be returned in its original packaging.
  • Not show signs of wear, damage, stains, odors, or alterations.

Items returned without prior approval or that do not meet these conditions may not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Final Sale or Clearance items.
  • Gift cards.
  • Personalized or customized products.
  • Intimate apparel, swimwear, underwear, earrings, and other hygiene-sensitive items (unless defective or incorrect).

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at hello@rosanovae.com. Please include:

  • Your order number.
  • A description of the issue.
  • Clear photos of the item and packaging.

We will review your request and provide an appropriate resolution as quickly as possible.

How to Request a Return

To initiate a return, please contact us at:

Email: hello@rosanovae.com

Once your request is approved, we will provide detailed return instructions.

Please do not send any items back without contacting us first. Unauthorized returns may be delayed or refused.

Return Shipping

  • Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect.
  • We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be issued to your original payment method.
  • Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.

Original shipping charges (if any) are non-refundable.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your credit card company, as it may take time before the refund is officially posted.
  3. Contact your bank for additional processing information.

If you have completed these steps and still have not received your refund, please contact us at hello@rosanovae.com.

Order Cancellation

Orders may be canceled before they are processed or shipped.

If your order has already been shipped, it cannot be canceled. In that case, please follow our return process after receiving the package.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Rosa Novae
Email: hello@rosanovae.com

Business Address (Not a Return Address):
10040 Kenilworth Way
San Jose, CA 95127
United States