Rose Market wants you to be completely satisfied with your purchases, and we take every possible step to make that happen. But if, for some reason, you are not entirely satisfied with your purchase, we accept returns and offer refunds subject to the terms and conditions herein this policy.

Kindly note that such item(s) must be returned to us via tracked postage or courier. Without a verifiable tracking number, you accept the full risk of the item not reaching us. Returns not received by us will not qualify for replacement or refund. You understand that shipping and insurance charges are not refundable. We can also arrange to have the package picked up and returned to us right away for inspection. Also note that except for returns due to damage, all returns are subject to a 20% restocking fee and customer shall be responsible for the cost of shipping the item back to us.

What happens if the item arrives damaged or with a manufacturing quality defect?

All orders leave our store undamaged or as described on the product listing. If your item arrives damaged, we will gladly replace it for you (or if stocks are exhausted, we will refund you in full) and reimburse you for any return shipping costs you incur to return the item to us. 

All claims for damaged items must be made within 3 days from the time of receiving your order. Please, reach out to us at or****@************et.com. It is important that you open your order as soon as you get it and notify us immediately if there is any damage. If no claim for damage is made within 3 days of delivery, no action will be taken.

If you received the wrong product or your product is marked as missing, please reach out to us at or****@************et.com. 

What happens in the event that I want to return an order?

We allow for a 7-day return period from when the carrier has confirmed delivery to the address to when an exchange request has been submitted, subject to the following conditions:

1. Items must be unused and/or in brand-new condition.
2. You will still be responsible for the initial shipping charge and insurance if any.
3. All returns will be inspected once shipped back to our store to verify any recorded defects.
4. You should take photos before sending out any returns, even if they are undamaged.

You understand and agree that products that do not meet these criteria will not be considered for a refund.

Same-day delivery orders

If a same-day delivery order is attempted, but you are unavailable or cannot provide an ID to prove you are 21 years of age or older, the order will be returned to the store, and a restocking fee of 20% of the order will be charged. Same-day delivery orders cannot be returned or exchanged after successful delivery.

Third-party/platform purchases

For products purchased through third-party platforms like DoorDash, Uber Eats, Drizly, or Grubhub, please contact the respective third party for any returns or exchanges.

Order cancellation

Order cancellation requests must be made by email to or****@************et.com. Orders can be canceled until 10 a.m. PST on the day after placing the order.

If an order has shipped (but not delivered) and can be returned to the shipper, by our delivery partner, it can be canceled, but a 20% restocking fee will apply.

Suppose the delivery partner has already delivered the order before your cancellation request reaches them; you will need to pay for return shipping fees in addition to the 20% restocking fee.

Customers will be notified via email if any items are removed from their order due to unexpected unavailability. The rest of the order will proceed as planned.

Refunds

Following a return request, we will refund you the price paid for the returned order, subject to the Terms herein. The refund will be processed after we have received and examined the return. We will refund you using the same means of payment as you used to pay for your order.

Please note that we may withhold any refund until the returned items are received. Rose Market’s management will make the final decision to approve the return or exchange, and we will promptly inform you of the decision via email.

Additionally, it’s important to be aware that items purchased on sale or with discount codes are generally not eligible for returns or refunds unless they have a manufacturer defect or are damaged upon arrival. 

Questions and concerns?

Please email us at or***@************et.com for questions, comments, and feedback about your order. For general enquiries, please email us at in**@************et.com.