Refund Policy

Order cancellation

All orders can be cancelled until they are shipped.

If your order has been paid and you need to either make a change or cancel it, you must contact us with your request within 12 hours.  Please include your order number in the email.  You may use our contact page or send us an email to

Once a package has been shipped, it can no longer be cancelled.


Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one within 14 days of receiving your purchase.  No questions asked.

If, however, you do not receive your purchase within the shipping times noted on our shipping page, we can re-ship your order or offer you a full refund.

If you received the wrong item, you can also request a refund or we can reship the correct item(s) to you.

If you are approved for a refund, then your refund will be processed and will be sent back to your original method of payment within 3-5 business days.

There are some circumstances where we cannot offer a refund.  They are:

  • Your order did not arrive due to factors within your control (i.e. you provided the wrong shipping address).
  • Your order did not arrive due to exceptional circumstances outside the control of ROSAYA (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of ROSAYA

Still have questions?

If you can’t find an answer to what you are looking for, message us using our contact page, and a support specialist will respond to your message within 2 business days. Alternatively, you can message us using Facebook Chat.