Exchange and Return Policy:
At Rosetta, we are very happy with your experience with us, and we always strive for 100% customer satisfaction with all the flower bouquets and gifts we offer to your loved ones. Therefore, if you are not satisfied with the products or services we have provided for any reason, we will provide you with a suitable alternative as soon as possible. If you do not wish to receive an alternative, you may be eligible for a partial refund in the form of a special Rosetta coupon, which will be available for use for up to 12 months. You may also be offered compensation. Therefore, we would like to share with you our exchange and return policy:
You can exchange or return products within 24 hours of receiving the order if the product arrives to you in poor condition or is different from the product ordered.
Gift items are exchangeable or returnable if they are in their original condition, without removing the product information card or stickers on the products, and are wrapped in the original packaging and unused.
When replacing or returning products, the customer will not be charged the shipping cost in the following cases:
The customer received a product different from the one he ordered.
Product damage due to shipping error.
The customer bears the shipping costs when replacing or returning products in the following cases:
The customer chose a product other than the one they wanted and the exchange was approved by Rosetta.
How to exchange and return:
Please submit your exchange or return request by sending the following information to our WhatsApp number or via private messages on social media, and we will contact you directly to arrange the exchange or return process and confirm the safety of the products and their accessories:
· Customer name.
· The customer’s mobile number through which the request was created.
· order number.
· Name of the product to be replaced or returned.
· Reason for replacement or return.
Refund of payments:
If the order value is available for refund according to Rosetta's policy, which is in compliance with the terms of the Ministry of Commerce in the Kingdom of Saudi Arabia, this will be processed within a period ranging from one to 14 business days, depending on the policy of the bank used in the payment process.
Refunds will only be available if your entire order is unavailable, or if you contact us within the timeframe specified in the order cancellation section below. Please note that refunds will only be made to the original payment method.
Cancel orders:
All orders at Rosetta are made to order, so we cannot refund your purchase if you change your mind. However, customers can cancel their order and receive a refund by notifying us at least 24 hours before the delivery date. If they notify us less than 24 hours before the delivery date, they cannot cancel the order. Same-day orders can be canceled if the customer contacts us within 15 minutes.
Regarding cancellation of orders that include a cake product, we will not be able to cancel them, as after the customer approves all product details and completes the order, the cake order will be executed electronically by the cake supplier.
Rosetta may be forced to cancel your order. In this case, the order sender will be contacted to inform them of the appropriate course of action. You will be eligible for a full refund of your order in the following cases:
· The recipient's address is outside our delivery area.
· If there is a problem confirming the order and we do not receive a response from you for more than 24 hours
The product is not available and we were unable to find a suitable alternative for you or we provided you with an available alternative and it was not suitable for you.
General cases:
If the recipient is unavailable to receive the order or refuses to receive it, the buyer will be contacted and informed of the matter. The buyer has the right to choose another recipient for his order. If the order has been prepared and the buyer wishes to cancel, only 50% of the purchase value of the order will be refunded.
If the buyer enters the recipient information provided to us incorrectly, Rosetta will not be responsible for any delay or delivery to the wrong person or address.
If you have received the wrong order, please contact us immediately and we will resolve the issue by delivering the correct order to you, returning the wrong order and compensating you with a discount code as appropriate.
If there are any problems related to the quality of the product, please contact us within a period not exceeding eight hours, as our main product requires a special atmosphere and care method to remain in good condition. The problem must be described and photos must be attached to illustrate the problem so that we can provide the service in a satisfactory manner. If it is proven that the condition of the roses arrived in poor condition, you will be compensated with a similar product in good condition or the same value of the order will be kept in the wallet on the Rosetta website.
In the event that the customer is compensated with another product instead of the one we delivered, Rosetta has the right to request the return of the first product, regardless of its condition upon receipt of the replacement product.
If the order is sent out for delivery 3 times or if it has been prepared for 48 hours, the buyer will not be entitled to any compensation.
