Return policy

 

We are pleased to accept returns of items purchased from Rosacandela.com within 14 days of the delivery date. Returns submitted outside this period will not be accepted. Items must be in their original condition and must not have been used or altered.

Items must not have been used in photo shoots, Instagram posts, online content, commercial activities, or for personal benefit. All packaging included with your order, including care bags and other packaging materials, must also be returned. We reserve the right to deny a refund, exchange, or store credit if the returned items are not in their original condition or do not meet our quality standards.

Sale Items

All items marked “SALE,” meaning items sold at a discount from their original price, are final sale and are not eligible for return or exchange under any circumstances. Shipping fees are non-refundable.

Please note that we do not offer price adjustments on items previously purchased at full price. If an item is purchased on sale and its price is further reduced during the sale period, we cannot provide a price adjustment.

To request a return authorization, please email rosacandela.us@gmail.com with your order number and the reason for the return. Customer Service will contact you within 48 hours, Monday through Friday.

Once your return has been authorized, our Customer Service Department will provide you with a return shipping label and return authorization number.

If you choose to use your own shipping service, the return authorization number must be clearly displayed on the outside of the package. Please contact rosacandela.us@gmail.com to obtain your Return Authorization (RA) number.

Rosacandela.com will not be responsible for packages shipped by customers using a third-party shipping service. If the package is lost, the customer will be responsible for locating it and ensuring that it is delivered to our warehouse within the specified return period. Please keep your tracking number until you receive an email confirming that your refund has been processed.

Returns must be received within seven business days of the return approval date to qualify for a full refund. Any return received after this seven-day period will be sent back to the sender.

Returns may take up to seven business days after delivery to be processed by our e-commerce warehouse. Once we receive your return and confirm that its condition is acceptable, we will issue the refund to the original payment method within five business days. The return shipping fee will be deducted from your refund.

Please note that we reserve the right to reject returns of damaged products that do not pass inspection upon arrival at our warehouse. All applicable sales taxes will be refunded; however, the original shipping fees are non-refundable.

Once your return has been processed, you will receive an email confirmation. Depending on your financial institution, the credit should appear on your statement within two to seven business days. Rosacandela.us cannot accept responsibility for packages that are lost, stolen, or damaged in transit.

Cancellation of Orders Being Processed

If a customer decides to cancel an order while it is being processed for delivery, the following procedure will apply:

  1. The customer must wait for the order to be delivered.

  2. Once the order has been received, the customer must email rosacandela.us@gmail.com to request a return. The email must include the order number shown on the original purchase invoice.

  3. The product must be handed over to our shipping service in its original packaging.

  4. If payment was made by debit or credit card, please allow five to ten business days for the refund to be completed. If the transaction was completed using another payment method, such as check, cash, or bank transfer, the customer must provide the bank name, account number, account type, and identification number for the account to which the refund should be transferred. Please allow two to five business days for the refund to be completed.

Please note that the company reserves the right to deduct any shipping, return, bank transfer, and tax-related costs incurred from the total refund amount.