In what condition do we accept product exchange and/or refund?
ROSETANA buyers are allowed to return products within 7 calendar days from shipment date under the following circumstances:
a.) Manufacturing defects.
b.) ROSETANA delivered the wrong item.
Product return policy and procedures
(b) What do we need to verify that the item is allowed for exchange or return? In most cases, we will need your help to get a few photo or video (handphone standard is sufficient, no need studio photography. ) of the item, show us where is the problem and we will get it processed. Off course, we will need to know the order ID too.
(b) (i) How to send the item back to us. Once our support team confirms the return, we shall send you a digital consignment note. and you should print the digital consignment note and paste it on the return parcel. We will arrange PosLaju to pick up the item from your address. If you prefer us to pick up the return item from another address like your work place, please let us know too.
(ii) How to pack the return parcel. Please ensure that the parcel has all the items including the packaging in it. Make sure the parcel is not see-through and well sealed. Paste the consignment note on the parcel.
(c) Exchange or Refund? In any case, you shall have the option to either get refund for the item's amount paid as stated in the sales order, or product replacement (same SKU). However, in the event where the particular item is out of stock, ROSETANA shall refund the amount to you.
(d) How long does it take? The product return or refund normally takes about 7-15 working days to complete. Help us get the necessary information and we will try our very best to shorten the process.
(e) Delivery cost. Delivery cost for returning item shall be borne by ROSETANA if you follow the procedure of using our digital consignment note. ROSETANA shall also bear the cost of sending the item back to the buyer.
(f) Buyer from countries other than Malaysia. The verification process is similar to Malaysia-to-Malaysia returns. ROSETANA will still bear the return cost if it meets the Product Return Policy requirements. The only difference is we will use other courier service company and the process will take up to 35 days depending on buyer location and stock availability (worst case scenario). In the case of refund, we shall refund in the same currency in which you paid ROSETANA.
Refund or replacement will not be applicable for the following situations:
a) Original packaging missing.
b) Any item that has been worn, or altered.
c) Used items.