Turnback (Return) Policy

1. Return Window

You have 30 calendar days from the date your order was delivered to initiate a return. After this period, we unfortunately cannot accept returns unless the product is defective or was damaged in transit.

2. Eligible Items

To be eligible for a return, the item must meet all of the following conditions:

• The item is in its original, unused condition.
• The item is in its original packaging with all seals, labels, and tags intact.
• The item has not been opened, used, or tampered with.
• You have proof of purchase (order confirmation email or order ID).

3. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Opened cosmetics, skincare, or personal care products.
• Products that have been used or partially consumed.
• Gift cards and vouchers.
• Promotional items received as gifts with a purchase.
• Items marked as “Final Sale” or “Non-Returnable” on the product page.

4. Defective or Damaged Products

If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery at support@roseetclementine.com with:

• Your order number.
• A clear photo of the damaged or defective item.
• A brief description of the issue.

We will arrange a free return and issue a full refund or replacement at no additional cost to you.

5. How to Initiate a Return

1. Contact us — email support@roseetclementine.com or open a support ticket from your account with your order number and reason for return.
2. Receive a Return Authorisation (RA) number — we will respond within 2 business days with an RA number and return instructions.
3. Package the item securely — include the RA number on the outside of the parcel. We recommend using a tracked shipping method for your protection.
4. Ship the item — send to the address provided in our return instructions. Return shipping costs are the customer's responsibility unless the item is defective or incorrect.
5. Receive your refund — once we inspect the returned item, we will process your refund within 5–10 business days.

6. Refunds

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed back to your original payment method within 5–10 business days.

Original shipping charges are non-refundable unless the return is due to our error. If you used a promotional discount code, the refund will reflect the actual amount paid.

7. Exchanges

We offer exchanges for the same product in a different variant (e.g., size or scent) subject to availability. To request an exchange, follow the same process as a return and specify the item you would like in exchange. Exchanges are processed within 3–5 business days of receiving your return.

8. Late or Missing Refunds

If you have not received your refund within 10 business days of our confirmation email:

1. Check your bank account or card statement again.
2. Contact your bank or card issuer — processing times can vary.
3. If you still have not received the refund, email us at support@roseetclementine.com.

9. Contact Us

For any return-related questions, please contact our support team: