Legal
Refund & Cancellation Policy
Last updated: 2 August 2026
We want you to be happy with your purchase. This policy sets out when an order can be cancelled, when a product can be returned, and how refunds are processed.
Cancelling an order
- Before dispatch. Email care@rosaaya.com with your order number. If the order has not yet been handed to the courier we cancel it and refund in full.
- After dispatch. Orders cannot be cancelled once dispatched. You may refuse delivery, or return the unopened parcel under the return conditions below.
Returns
Because fragrance is a personal-care product applied to skin, we can only accept returns of items that are unopened, unused and with their seal intact, in the original packaging. Requests must be raised within 7 days of delivery.
We will always replace or refund
- A product that arrived damaged, leaking or broken.
- The wrong product or wrong size.
- A missing item from your order.
For these, contact us within 48 hours of delivery with photographs of the product, the packaging and the shipping label. We arrange a free pickup or reimburse reasonable return postage.
We cannot accept returns of
- Opened, used, or unsealed bottles, for reasons of hygiene and safety.
- Discovery sets and sample vials once opened.
- Items marked final sale, and free or promotional gifts.
- Items returned after 7 days, or without prior approval.
- Requests based on personal preference, because a scent smells different on your skin.
This last point is why we offer the Discovery Set: it exists so you can try a scent before committing to a full bottle.
How to raise a request
- Email care@rosaaya.com with your order number and photographs.
- We respond within 2 working days with a decision and, if approved, pickup details.
- Keep the item in its original packaging until the pickup is completed.
Please do not ship anything back before your request has been approved.
Refund timelines
| Payment method | Refunded to | Time after approval |
|---|---|---|
| UPI / cards / netbanking (Razorpay or PayU) | Original payment method | 5–7 working days |
| Direct UPI / QR | UPI ID you paid from | 3–5 working days |
| Cash on Delivery | Bank account you provide | 5–7 working days |
Refunds are initiated once the returned item reaches us and passes inspection. The time for the amount to appear in your account depends on your bank and is outside our control. Shipping charges and the Cash on Delivery handling fee are not refundable, except where the return is due to our error.
Contact
Email care@rosaaya.com or call +91 90000 00000, Monday to Saturday, 10:00 AM to 6:00 PM IST.
See also our Shipping Policy and Terms & Conditions.