Refund Policy

Please note that we do not offer free returns, there is a charge.

Returns

Is it possible to return an order?
Yes, it is possible.

If you are not satisfied with the goods you ordered, you have the option to return them within 14 days of receipt.

In this case, the order must meet the following conditions:

1. the order still contains all the relevant parts, components and packaging arrived exactly as specified for the product.
2. Normal handling of the product is evident, breakage due to careless handling is excluded.
3. Products where hygiene is important have been thoroughly cleaned before the return process begins.
4. The product was found to be defective immediately upon receipt.
5. We have the right to charge the customer for shipping costs.
6. Returns will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.

*We reserve the right to refuse returned goods if we suspect that the goods have been used or damaged through no fault of our own.

How do I return my order?
If your order meets the above conditions, please complete the following steps to begin the returns process.
Send an email to: info@rosewoodcapetown.com
Make sure the email contains the following information:

- Order number
- Reason for return request
- Photo of the product, if broken Customer's name + surname Customer's address.

We will then contact you and provide you with a return address.
Never send a return to the sender, we will send you the correct address after you ask us to do so. You, the customer, are responsible for the shipping costs associated with returning the product.

The consumer has the right to withdraw from the contract in accordance with the following provision if he is a natural person who enters into a legal transaction for a purpose not primarily related to his business or professional activity:

A. CONDITIONS FOR WITHDRAWAL

Right of withdrawal
The withdrawal period is 14 days from the date on which you or a third party designated by you, other than the carrier, received or took delivery of the last goods.

Since we work with a fully automated system, orders are processed immediately after they are placed. Therefore, we cannot interrupt the shipping process until delivery, so no refunds are possible once the goods have been received.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by giving Rosewood Cape Town a clear statement (e.g. by email). Withdrawal from the contract is completed at the moment we have received the goods. The costs of returning the goods must be paid by the buyer.
Records of shipments

As our goods are shipped from Asia, there may be an increase in shipping time which is beyond our control. If the goods are already on their way to you, it is not possible to cancel them. Please wait until you have received the goods before sending them back to us. You can of course inform us of the cancellation in advance.

In order to guarantee the fastest possible return, we ask you to send us a confirmation of dispatch.

Consequences of the right of withdrawal

If you withdraw from this contract, we must immediately, and no later than 14 days from the date on which we receive notice of your withdrawal and have received the goods, refund all payments we have received from you, excluding delivery costs (excluding any additional costs incurred as a result of you choosing a delivery method other than the cheapest standard delivery we offer). We will use the same means of payment for this refund as you used for the original transaction, unless we specifically agree otherwise with you; in any event, we will not charge you any fees for this refund.


** ALL RETURNS ARE SHIPPED TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.