Return & Exchange
Exchange Policy – Pakistan
We at Rosa Store want you to feel confident with your purchase, which is why we offer a simple exchange process for our customers in Pakistan.
Eligibility for Exchange:
- Items are eligible for exchange within 7 days of purchase.
- The product must be unused, unwashed, and in its original packaging with all tags intact.
How to Exchange:
- Contact our customer care team or visit your nearest Rosa Store.
- Present your proof of purchase and the item you wish to exchange.
- Select a replacement item of equal or higher value (additional payment will be required for higher-priced items).
Exceptions:
- Exchange is not applicable for accessories, sale items, or customized orders.
- Exchanges are subject to stock availability.
Exchange Policy – International Customers
We understand the challenges of shopping internationally and have designed a flexible exchange policy for our global customers.
Eligibility for Exchange:
- Items can be exchanged within 14 days of delivery.
- The product must be unused, unwashed, and in its original packaging with all tags intact.
How to Exchange:
- Notify our customer care team with your order number and exchange request.
- Ship the item back to us at your expense. Once the product is received and inspected, we will process the exchange.
- You may need to cover additional shipping charges for the new item.
Important Notes:
- Exchanges are subject to stock availability.
- Certain categories like accessories and sale items are not eligible for exchange.
Exchange at the Rosa Store
For added convenience, you can exchange your purchases (whether made online or in-store) at any Rosa Store location in Pakistan.
Eligibility for Exchange:
- Exchanges are allowed within 7 days of purchase for in-store items and 7 days of delivery for online orders.
- Items must be in their original condition with tags attached.
Process:
- Bring the product to the Rosa Store along with the original receipt or order confirmation.
- The store staff will assist you in selecting a replacement item of equal or higher value.
- Any price difference must be paid at the time of the exchange.
Conditions:
- Exchanges are subject to product availability at the store.
Exchange on Faulty Item
If you receive a product with a manufacturing defect or damage, we apologize for the inconvenience and are committed to resolving the issue promptly.
Eligibility:
- Faulty items must be reported within 48 hours of delivery for online purchases or at the time of purchase for in-store items.
How to Report:
- Contact our customer care team with your order number and photos of the defective item.
- For in-store purchases, visit the store where you bought the item.
Resolution Process:
- Once verified, you can exchange the faulty item for the same product (if available) or another item of your choice.
- If no suitable exchange is available, we will provide a refund or store credit.
Exceptions:
- Faulty items that have been used or washed will only be accepted if the issue was not identifiable at the time of receipt.
Refund Policy
Rosa Store offers refunds in specific situations to ensure customer satisfaction.
When Refunds Are Applicable:
- Missing or faulty items that cannot be replaced.
- Canceled orders within the eligible timeframe.
- Items returned due to being out of stock.
Refund Process:
- Contact our customer care team to initiate a refund request.
- Once approved, refunds are processed within 7-10 business days and issued via the original payment method.
- For COD orders, refunds can be provided via bank transfer or credited to your Rosa Store account for future purchases.
Important Notes:
- Refunds are not applicable for exchanged items, sale items, or accessories.
Out-of-Stock Refunds
Occasionally, due to high demand, some items may go out of stock after your order is placed.
What Happens Next:
- If an item in your order is unavailable, you will be informed as soon as possible.
- You can choose to replace the item with another product or request a refund.
Refund Process:
- Prepaid orders: Refunds are processed within 7-10 business days and credited back to your original payment method.
- COD orders: Refunds can be issued via bank transfer or credited to your Rosa Store account for future purchases.
Additional Assistance:
- If you wish to wait for the item to restock, our team will provide updates on availability timelines.