We are happy to accept returns purchased from Rosacandela.us within 14 days of the delivery date for a full refund. Items returned outside of their respective period will not be accepted. Items must be in original condition and must not have been used or altered.
Items must not have been used in photo shoots, Instagram posts, online, commercially or for personal gain. All packaging (including care bags and packaging) shipped with your order must be returned. We reserve the right to deny a refund, exchange, or store credit if items returned are not in original condition or do not meet our quality standards.
items for sale
All items on sale "SALE" (sale with a discount from the original price) are not eligible for return or exchange without exception. Shipping costs are not refundable. Please note that we do not make price adjustments on items previously purchased at full price. If an item is purchased on sale and the price drops during the sale time, we cannot make a price adjustment.
To request a return authorization, please email firstname.lastname@example.org with your order number and the reason for the return. Customer service will contact you within 48 hours, Monday through Friday.
To make a return after authorization, the customer service department will send a label and return number.
If you choose to use your own shipping service, we require a return authorization number on the outside of the package. (Contact email@example.com to obtain the RA number). Rosacandela.us will not be responsible for any package sent by the customer using another shipping service. In the event the package is lost, the customer will be responsible for tracking and shipping the package back to rosacandela.us and bringing it to our warehouse within the allotted time period for a return to be accepted. Please keep the tracking number on file until you receive the refund confirmation email.
Returns must be received within 7 business days of the return approval date for a full refund. Any returns received after the 7 day period will be returned to the sender.
Returns may take up to 7 business days after delivery for our eCommerce warehouse to process. Once we receive your return and confirm that its condition is acceptable, we will process your refund to the original form of payment within 5 business days. The return fee will be deducted from your refund. Please note that we reserve the right to refuse returns of damaged products that do not pass inspection upon receipt at our warehouse. All sales taxes will be refunded; however, original shipping costs are not refundable. Once your return is processed, you will receive an email confirmation. A credit will be posted to your statement within 2-7 business days, depending on your financial institution. Rosacandela.us cannot accept responsibility for packages lost, stolen, or damaged in transit.
Cancellation of orders in process
In the event that the client decides to cancel their order while it is being processed for delivery, the way to proceed will be as indicated below.
1- The customer must wait for his order to be delivered.
2- Once the order is received, the customer must write an email to firstname.lastname@example.org requesting the return of their order and specifying the order number, which can be found on their initial purchase invoice.
3- Deliver, to our shipping service, the product in its original packaging.
4- If the payment was made with a debit or credit card, wait 5 to 10 business days for your refund to be made effective. If the transaction was made with other payment methods such as; checks, cash or transfer, provide the account number, bank, type of account and ID where you would like the money to be transferred, and wait between 2 and 5 business days for it to be made effective.
Note that the company reserves the right to subtract from your total amount the costs we incur in shipping, return, bank transfer costs and taxes.