Refund policy
RETURN & REFUND POLICY
At Rosy The Panda, the safety, hygiene, and quality of our beauty products are extremely important to us. Due to the hygienic and personal-use nature of cosmetics and beauty products, we maintain a strict return and refund policy.
1. Cosmetics & Beauty Products
For health, hygiene, and safety reasons, cosmetics, makeup, beauty products, and personal-use items are not eligible for return or exchange once they have been opened, used, tested, swatched, or had their original seal or packaging compromised.
We do not accept returns or provide refunds due to:
- Change of mind
- Ordering the wrong shade, color, or product
- Personal preference regarding shade, color, texture, finish, scent, or appearance
- A product not matching a customer's personal expectations or skin tone
- Products that have been opened, tested, swatched, or used
We strongly recommend reviewing the product description, shades, images, and available product information carefully before placing an order.
2. Unopened Products
Unopened and unused products in their original, sealed, undamaged, and resalable condition may be considered for return only with prior written approval from Rosy The Panda.
A return request must be submitted within 5 days of delivery.
Approval of a return is not automatic. Rosy The Panda reserves the right to inspect the product and refuse a return if the product, packaging, seal, or condition does not meet our return requirements.
Products sent back without prior authorization will not be accepted.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of receiving your order.
Please provide:
- Your order number
- Clear photos and/or videos of the item
- Photos of the product packaging
- A brief description of the issue
Once the claim has been reviewed and approved, Rosy The Panda may, depending on the circumstances, offer a replacement, store credit, or refund.
Please keep the product and its original packaging until your claim has been resolved.
4. Shipping Damage
If your order appears to have been damaged during delivery, please photograph the parcel and the products immediately upon receipt.
Claims without sufficient photographic or video evidence may not be eligible for replacement or refund.
5. Return Shipping
Customers must contact Rosy The Panda before returning any product.
Do not send products to any address shown on the original parcel or shipping label unless specifically instructed by our customer service team.
Because Rosy The Panda operates through different fulfillment locations, the correct return address will be provided after your return request has been reviewed and approved.
For approved change-of-mind returns of eligible unopened products, return shipping costs are the responsibility of the customer, including any applicable shipping, customs, duties, or related charges.
If the return is due to an approved error by Rosy The Panda, such as receiving an incorrect or verified defective item, we will provide appropriate return or replacement instructions.
6. Refunds
Approved refunds will only be processed after the returned product has been received and inspected, unless otherwise determined by Rosy The Panda.
If approved, the refund will generally be issued to the original payment method.
Original shipping charges, delivery fees, customs duties, taxes, and other non-product charges are non-refundable, except where required by applicable law or where the refund results from an error attributable to Rosy The Panda.
Processing times may vary depending on the payment provider or financial institution.
7. Refused or Undeliverable Orders
If an order is returned to us because the customer refused delivery, provided incorrect or incomplete delivery information, could not be reached by the courier, or failed to collect the shipment, any refund that may be approved can be reduced by the original shipping cost, return shipping cost, customs charges, duties, or other costs incurred in recovering the shipment, to the extent permitted by applicable law.
8. Final Sale & Promotional Items
Products identified as Final Sale are not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect, or where otherwise required by applicable law.
Promotional items, gifts, complimentary products, and free products have no refundable cash value.
9. Sets & Bundles
Products purchased as part of a set or bundle cannot be partially returned for a refund unless specifically approved by Rosy The Panda.
Where a return of an eligible set or bundle is approved, all required products from that set must be returned unused, unopened, and in their original condition and packaging.
10. Contact Us Before Returning Anything
No return should be shipped without prior authorization from Rosy The Panda.
Please contact our customer service team with your order number and the reason for your request. If your return is approved, we will provide you with the appropriate instructions and return location.
Rosy The Panda reserves the right to reject return or refund requests that do not meet the conditions stated in this policy, subject always to applicable consumer protection laws.
Nothing in this policy limits or excludes any mandatory consumer rights that cannot legally be excluded under the laws applicable to your purchase.