Returns & Exchanges

General Returns Overview

  • All returns must be in the original packaging and in the same condition as it was received
  • All returns must be submitted with complete evidence and information within 2-business days of your delivery. A picture of the defect and packaging box must be included with your submission together with a brief explanation of the issue to enable our returns team to make a decision on your claim. We do not consider evidence submitted outside the agreed deadlines.
  • Always quote the Product Code number & PO number.
  • All returns must be submitted via email at rosiesnaturals24@gmail.com or online with our return request form
  • Incorrect and incomplete notified returns may not be processed
  • The courier company will only collect/deliver the approved goods based on your RMA form.
  • We aim to process the request and revert within 2-5 business days.
  • The courier company will only collect the returned product from the registered shipping address (meaning, the original delivery address) and under no circumstances will the product be collected from another address. This safeguard is in place to inspect the product at the original address to avoid any possibility of breakage in subsequent transits.
  • If the product has been moved to another address, the return stands void.
  • All returns must have a return authorization with it and any products returned without our authorization will not be credited in any manner
  • Please refer to the ‘Handmade Goods’ policy section under Terms & Conditions to understand the natural occurrences on our handmade furniture to avoid getting your claim rejected
  • Please refer to our Terms and Conditionsfor our full returns policy

 

Damaged Items

In the unlikely event that the Goods do not conform to these Terms, please let us know immediately after delivery and follow the below Standard Operating Procedure (SOP) –

  • Notify us no later than 2 working days from the date of received delivery *
  • If we accept your claim, we will arrange a collection of the goods on an agreed date and once we have analysed that the goods are either damaged or defected, we will offer one of the below options according to your own claim:
    (a) Issue a credit note
    (b) Issue a discount
    (c) Provide you with a full or partial refund
    (d) Replace the Goods
    (e) Repair the Goods

Please find below examples and correct interpretation of return deadlines:

Delivery Day                       Notification by end of day

Monday                                 Wednesday by 23:59HRS

Tuesday                                 Thursday by 23:59hrs

Wednesday                          Friday by 23:59hrs

Thursday                            Monday by 23:59hrs

Friday                                     Tuesday by 23:59hrs

Saturday                             Wednesday by 23:59hrs

Sunday                                   Thursday by 23:59hrs

We Do Not consider weekends and US Federal holidays as working days

Bespoke Orders

  • We do not accept cancellations, refunds or replacements of bespoke products if the product is already under production or on its way.
  • We only accept a replacement or a refund in the rare event of the item arriving damaged.
  • Following receipt by us of  correctly notified and sufficient evidence of the damage, we will then arrange a collection and a replacement/refund/repair.

 

Backorders

  • Once executed, back orders are treated like normal ‘standard’ orders and therefore the same Standard Operating Procedure and returns policy is applicable.

 

Handmade Items – Solid Wood Furnishings

100% of our products are hand-crafted individually. Further, most of our products are hand-made from solid wood, hence variation in size, colour, finish, texture, natural grain pattern, knots, movement of timber, etc are an integral part of the way products are naturally made and promoted. We strongly recommend that you have made yourself fully aware about the nature of our offered hand-made solid wood products to avoid any disenchantment at a later stage. We regret we will not treat any of the above variations as defects, as these are natural occurrences.

The below attributes are considered as part and parcel of our Handmade products. This is not an exhaustive list.

  • Different shades of wood or finish.
  • Slight design difference from picture – example the carving is not exactly the same as the published picture.
  • Small filler marks – as long as the extent of filler does not cover a high percentage of the piece.
  • Dimension differences – within acceptable levels. This applies to positioning of shelf or product height etc and not just overall dimensions.
  • Two pieces not being exactly the same – we suggest that if a customer wants to ensure exactly matching pieces they must order ‘bespoke’ products
  • Fabric orientation – where the pictures on fabrics are not in exactly the same locations as on the photographs
  • Fabric colour different to picture – down to the difficulty in colour rendition of various computers
  • Gap around the drawers and doors to give room for change in temperature.
  • In Painted and screen printed items, a minor off-touch as the entire process is manually done and is not machine generated and variations do happen due to wood surface or otherwise.

 

Upholstered Products

  • You may encounter variations from batch to batch hence if you are looking to pair products under similar room settings; you should opt for a bespoke order or make an informed decision about the possible variations. We regret, will NOT treat any of The above variations as defects, as these are natural occurrences.

 Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items, gift cards, bespoke or customized/personalized products.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.