Exchange and return policy:
At Rosetta, we are delighted with your experience and always strive for 100% customer satisfaction with every flower and gift we offer to your loved ones. Therefore, if for any reason you are not satisfied with the products and services we provided, we will offer you a suitable replacement as soon as possible. If you prefer not to receive a replacement, you may be eligible for a partial refund in the form of a special Rosetta coupon, valid for up to 12 months. Compensation may also be offered. We would like to share our exchange and return policy with you:
· You can exchange or return products within 24 hours of receiving the order if the product arrives in poor condition or different from the product ordered.
Gift products are exchangeable or returnable if they are in their original condition without removing the product information tag or the labels on the products, and if they are wrapped in the original packaging and unused.
When exchanging or returning products, the customer is not charged for shipping costs in the following cases:
The customer received a product different from the one they ordered.
• Damage to the product occurred due to a shipping error.
The customer bears the shipping costs when exchanging or returning products in the following cases:
The customer selected a product other than the one he 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 via WhatsApp or private messages on social media. 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 order was created.
· order number.
• The name of the product to be exchanged or returned.
• Reason for exchange or return.
Payment refunds:
If the possibility of refunding the order value is available according to the policy of the Rosetta website and in accordance with the terms of the Ministry of Commerce in the Kingdom of Saudi Arabia, this will be done within a period ranging from one day to 14 working days, according to the policy of the bank used in the payment process.
Refunds will only be available if your order is unavailable in full, or if you contact us within the timeframe specified in the order cancellation section below. Please note that refunds will only be issued to your original payment method.
Cancel orders:
All orders at Rosetta are made to order, so we cannot offer refunds if you change your mind. However, you can cancel your order and receive a full refund if you notify us at least 24 hours before the scheduled delivery time. If you notify us less than 24 hours before the delivery start date, you cannot cancel your order. Same-day orders can be canceled if you contact us within 15 minutes.
Regarding the cancellation of orders containing the cake product, we will not be able to cancel them, as after the customer agrees to all the product details and completes the order, the cake order is then executed electronically by the cake supplier.
Rosetta may have to cancel your order. In this case, the order sender will be contacted to inform them of the appropriate action, and you will be eligible for a full refund 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 unavailable because we were unable to find a suitable alternative for you, or we provided you with an available alternative that 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 their order. If the order has been prepared and the buyer wishes to cancel, only 50% of the order purchase price 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 the problem will be resolved by delivering the correct order to you and returning the wrong order. You will be compensated with a discount code depending on the situation.
If there are any problems with the quality of the product, please contact us within a period not exceeding eight hours, as our main product is a product that needs special atmosphere and care in order to remain in good condition. The problem must be described and pictures attached to show the problem so that we can provide the service satisfactorily. If it is proven that the condition of the rose arrived is not good, 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.
• If the customer is compensated with a different product instead of the one we delivered, Rosetta has the right to request the return of the first product, regardless of its condition upon receiving the replacement product.
If the order is sent out for delivery 3 times or 48 hours have passed since it was prepared, the buyer will not be entitled to any compensation.
