ROSELVIATS / INFORMATION & SUPPORT
Return & Refund Policy
The return request window
Contact Roselviats within 30 days of receiving your order to request a return. Please email us before sending anything back so we can identify the order, explain the process and help avoid an untraceable parcel. This policy does not reduce mandatory consumer rights.
Eligibility and condition
For a change-of-mind return, keep the item unused and in its original condition with packaging where reasonably available. Include proof of purchase or an order number. We inspect returned goods to assess eligibility. Damage caused by misuse or wear after delivery is treated differently from a defect present on arrival.
How to request and send a return
Email service@roselviats.com with your order number, the item and the reason. For an incorrect or damaged item, include useful photographs if practical. Once the return is arranged, send it to Changsha Chengmei Technology Co., Ltd., Unit 1016, Building 2, Tanyue Yuan, No. 48 Zhongshan Road, Wangluyuan Subdistrict, Kaifu District, Changsha City, Hunan Province, China. This is the company and default return address; do not send a return to our separate Hong Kong backend business address. Keep proof of postage and tracking.
Who pays return postage?
For a personal-preference or change-of-mind return, the buyer pays return postage. For a damaged, defective or incorrect item, contact us first so we can assess the issue and arrange an appropriate remedy, including return shipping where applicable. We do not require you to pay charges that the law requires us to bear.
Inspection and refunds
After receiving your return, we will inspect it and process an approved refund within 10 business days. Approved refunds go to the original payment method. Your bank or payment provider may require additional time to post the credit. We will explain any declined or partial refund and the reason. Original shipping charges are handled in accordance with the circumstances and applicable law.
Exchanges and cancellation
Email us if you want to exchange an item; availability and any price or shipping differences must be confirmed before proceeding. Request cancellation promptly. We cannot promise cancellation once an order is in production or dispatched. If cancellation is unavailable, the relevant return process may apply.
Personalized goods
Contact customer service before purchase to agree on custom artwork, model, price and any request-specific return restrictions. Any restriction for personalized goods must be disclosed before you commit; it does not remove rights for faulty or incorrect goods or other mandatory legal protections. We do not apply an undisclosed blanket no-refund rule.