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Return Policy

We value our customers deeply. If you find that your received products are damaged, missing, or incorrect, please contact us within 7 working days. Our customer service team will process your request as soon as possible during office hours.

Return and Exchange Procedures

To initiate a return or exchange, please contact us via contact us form within 7 working days of receiving your order. Please provide your order number, reason for return, and relevant product information/photos. We will follow up with you on the next business day.

  • Product Condition: Please ensure the product remains in brand-new, unopened condition with its original packaging. We cannot accept returns or exchanges for products that have been opened or used.

  • Limit: Each order is eligible for one return or exchange only.

  • Shipping: Once we confirm the item meets our policy requirements, please follow our team's instructions to return the product and original delivery note in its original packaging/box.

  • Refunds/Replacement: After receiving the returned item, we will arrange a replacement within 15 working days or issue a refund to your original payment account. Refund processing times vary by bank; please contact your card issuer for details.

Terms and Conditions

  • We reserve the right to refuse return or exchange requests in the following circumstances:

    • Requests made after the 7-working-day deadline.

    • Products that have been opened or used.

    • Damage caused by personal reasons.

    • Products not purchased directly from ROZOE.

    • Items without quality defects (e.g., minor color differences between photos and reality).

    • Personal preference or results not meeting expectations.

    • Short Expiry Dates: If a product has a short shelf life, it will be clearly stated in the description. By purchasing, you agree to these terms, and the expiry date cannot be used as a reason for return.

  • Shipping Risks: Customers assume all risks during transit. If the outer box is clearly damaged or leaking upon delivery, please take a photo, refuse the shipment, and contact us immediately.

  • Cancellations: If you cancel an order after payment for personal reasons, a 5% handling fee will be deducted from the refund, and you must cover all related shipping costs.

  • Allergies: Please understand that natural ingredients may still cause allergies. We recommend checking the full ingredient list and performing a patch test. Discontinue use immediately if irritation occurs.

  • Currency: All refunds are processed in Hong Kong Dollars (HKD). Customers are responsible for any exchange rate differences or administrative fees charged by banks/payment platforms.

ROZOE reserves the right to make the final decision in case of any disputes.