Refund policy
REFUND AND RETURN POLICY
At Rosa Lovia, we want every customer to feel confident and satisfied with their purchase. If you experience any issue with your order, our customer support team will be happy to assist you.
Returns
We accept return requests within 30 days after the order has been delivered.
To be eligible for a return, the item must:
• Be unused
• Be unwashed
• Be in its original condition
• Have its original tags attached
• Include the original packaging whenever possible
Customers may be asked to provide photos or other information before a return is approved.
Hygiene and Intimate Products
For hygiene and safety reasons, certain intimate and personal-use products cannot be returned once they have been used, washed, opened, or show signs of use.
This includes, but is not limited to:
• Bras
• Underwear
• Shapewear
• Adhesive nipple covers
• Adhesive intimate products
• Other hygiene or personal-use items
These restrictions do not apply to products received damaged, defective, or incorrectly shipped.
Where applicable, mandatory consumer rights under local law remain unaffected.
Incorrect, Damaged or Defective Products
If you receive an incorrect, damaged, or defective product, please contact us within 7 days after delivery.
To help us review the issue, we may request:
• Photos of the product
• Photos of the packaging
• A short video showing the issue, when necessary
• Your order number and purchase information
Once the issue has been verified, we may offer:
• A replacement product
• Free reshipment
• A partial refund
• A full refund
The appropriate solution will depend on the circumstances of each case.
Lost or Undelivered Orders
If an order is lost during transit or confirmed as undelivered by the shipping carrier, Rosa Lovia will investigate the shipment.
Depending on the outcome of the investigation, we may offer:
• A replacement shipment
• A new delivery attempt
• A partial or full refund
Orders that are still actively moving through the carrier network are not considered lost solely because the estimated delivery date has passed.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
This may include:
• Full recipient name
• Complete delivery address
• Apartment, unit, house or building number when applicable
• Postal or ZIP code
• Phone number
• Email address
• Identification or tax information when required by the destination country
Rosa Lovia cannot guarantee a refund or replacement when delivery fails because incorrect, incomplete, or invalid information was provided by the customer.
If you notice an error in your shipping information, please contact us as soon as possible. We will try to update the information before shipment, but changes cannot be guaranteed once an order has been processed or dispatched.
Customs, Tax and Identification Requirements
International shipments may be subject to customs, tax, identification, or import requirements established by the destination country.
Depending on the country, customs authorities, local authorities, or shipping carriers may request additional information, including:
• National identification number
• Tax identification number
• VAT number
• Customs information
• Import-related documentation
• Additional recipient information
Examples may include:
• Brazil: CPF
• Mexico: RFC or CURP
• Colombia: CC or NIT
• Chile: RUT
• Peru: DNI
• European Union: VAT number or other locally required identification, when applicable
• United Kingdom: VAT number or other identification when required
• United States: Tax ID, SSN, ITIN, or other identification when required for customs or delivery purposes
• Other countries: equivalent identification or tax information required by local authorities or the shipping carrier
Customers are responsible for providing any information required for customs clearance or final delivery.
If the requested information is not provided within the required timeframe, Rosa Lovia will not be responsible for delays, customs holds, failed delivery attempts, or returned shipments caused by missing or incomplete information.
Customs Duties, Taxes and Import Fees
International orders may be subject to customs duties, VAT, import taxes, handling fees, or other charges imposed by the destination country.
Where these charges are not included at checkout, they may be the responsibility of the customer.
Rosa Lovia does not control fees imposed by customs authorities, local governments, or third-party carriers.
Shipping Delays
Delivery estimates are provided as guidance and may be affected by circumstances outside Rosa Lovia's direct control.
These may include:
• Customs processing
• Carrier delays
• Weather conditions
• Public holidays
• High-demand periods
• Transportation disruptions
• Local delivery restrictions
• Customs inspections
A shipping delay alone does not automatically qualify an order for a refund while the package remains in transit.
If a shipment experiences an unusually long delay, our support team may investigate the case with the carrier.
Failed Delivery Attempts
Customers are responsible for monitoring delivery attempts and shipment updates when tracking information is available.
If a carrier is unable to complete delivery, the customer may be required to:
• Contact the local carrier
• Schedule a new delivery attempt
• Collect the package from a local pickup point
• Provide additional delivery or identification information
Rosa Lovia cannot guarantee a refund when a shipment is returned because the recipient failed to respond to carrier notifications or complete the required delivery or customs process.
Refused or Unclaimed Packages
If a package is refused, not collected, or returned because the customer did not complete the required delivery or customs procedures, the case will be reviewed after the returned shipment has been confirmed.
Original shipping costs, return shipping costs, customs charges, or processing fees may be deducted from the refund where permitted by applicable law.
Approved Refunds
Once a refund has been approved, it will be issued to the original payment method used for the purchase.
Depending on your bank, card issuer, payment provider, and country, the refund may take approximately 5 to 10 business days to appear in your account after it has been processed.
Processing times are determined by the financial institution and may vary.
Products Not Eligible for Return or Refund
Unless required by applicable law, the following products may not be eligible for return or refund:
• Gift cards
• Personalized or customized products
• Clearance items marked as final sale
• Used or washed intimate products
• Opened hygiene products
• Products showing signs of wear, misuse, or damage caused after delivery
This does not limit any mandatory consumer rights that may apply in your country.
European Union Customers
Customers located in the European Union may have a statutory right to withdraw from certain online purchases within 14 days after receiving their order.
Certain exceptions may apply, including sealed goods that are not suitable for return due to health protection or hygiene reasons once the seal has been removed.
Nothing in this policy is intended to limit consumer rights provided by applicable European Union law.
United Kingdom Customers
Customers located in the United Kingdom may also have statutory cancellation and return rights for certain online purchases.
Exceptions may apply to sealed hygiene or intimate products once opened.
Where UK consumer protection laws provide rights beyond this policy, those statutory rights will apply.
Customers in Other Countries
Consumer protection laws vary depending on the customer's country or region.
Nothing in this Refund and Return Policy is intended to exclude, restrict, or override mandatory consumer rights that cannot legally be waived.
Where local law provides customers with greater protection than the terms stated in this policy, the applicable legal requirements will take precedence.
Refund Abuse and Fraud Prevention
Rosa Lovia reserves the right to review refund, replacement, and reshipment requests for potential abuse or fraud.
We may refuse requests involving:
• Fraudulent claims
• Manipulated or false evidence
• Repeated abuse of refund or replacement procedures
• Attempts to obtain multiple refunds or replacements for the same order
This provision does not affect legitimate claims or mandatory consumer rights.
Changes to This Policy
Rosa Lovia may update this Refund and Return Policy from time to time to reflect operational, legal, or service changes.
The version in effect at the time of purchase will apply where required by applicable law.
Contact
If you need assistance with a return, replacement, refund, or delivery issue, please contact our customer support team: