Refund policy
REFUND AND RETURN POLICY
At Rosa Lovia, we want you to have a safe and satisfying shopping experience. If you have any issue with your order, our team will be happy to help.
Returns
We accept return requests within 30 days of order delivery.
To be eligible for a return, the product must:
• Be unused
• Not have been washed
• Retain its original tags
• Be in its original condition
• Retain its original packaging when possible
Hygiene and Personal Use Products
For hygiene and safety reasons, we cannot accept returns of intimate products that have been worn, washed, opened, or show signs of use.
This includes, but is not limited to:
• Bras
• Shaping girdles
• Underwear
• Adhesive nipple covers
• Intimate-use products
This restriction does not apply in cases of manufacturing defects or shipping errors.
Incorrect or Defective Product
If you receive an incorrect, damaged, or defective product, contact us within 7 days of delivery.
To speed up the evaluation, we will request photos of the product received and its packaging.
Once the issue is confirmed, we may offer:
• Product replacement
• Reshipment at no additional cost
• Partial or full refund as applicable
Lost or Undelivered Orders
If an order is lost in transit or confirmed as undelivered by the logistics carrier, we will investigate the case and may offer a reshipment or refund based on the investigation's outcome.
Incorrect Shipping Information
It is the customer's responsibility to provide correct and complete shipping information.
This includes:
• Complete address
• Postal code
• Phone number
• Tax or identification document when required
We cannot issue refunds for orders that could not be delivered due to incorrect or incomplete information provided by the customer.
Customs Documentation
Some countries require additional information to complete customs clearance.
Depending on the country, we may request:
• Mexico: RFC or CURP
• Colombia: CC or NIT
• Chile: RUT
• Peru: DNI
If the customer does not provide the requested information within the timeframe required by the authorities or the shipping carrier, Rosa Lovia will not be responsible for delays, holds, or returns resulting from this situation.
Logistics Delays
Delivery times are estimated and may be affected by customs processes, weather conditions, high-demand seasons, or other external factors.
Logistics delays alone do not automatically qualify for a refund while the order remains in transit.
Approved Refunds
Once a refund is approved, it will be issued to the original payment method used for the purchase.
Depending on the financial institution, processing may take between 5 and 10 business days.
Products Not Eligible for Refund
• Gift cards
• Personalized products
• Clearance or final sale items
• Used or washed intimate products
• Opened hygiene-use products
Right of Withdrawal for European Union Customers
Customers located in the European Union may exercise their legal right of withdrawal within 14 days of receiving their order, except for the applicable exceptions for intimate or personal hygiene products that have been opened or used.
Contact
If you need help with a return or refund, contact us: