Q. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could return an item in the same condition as you received it with the original box and/or packaging intact. Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

Q. I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund along with free 15-day returns.

Q. When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

Return request is made outside the specified time frame, of 14 days from delivery.

The product is used, damaged, or is not in the same condition as you received it.

Specific categories like innerwear, lingerie, socks and clothing freebies etc.

Any consumable item which has been used.

Anything missing from the package you’ve received including price tags, labels, original packing, freebies, and accessories.

Fragile items, hygiene-related items.

Q. I have changed my mind; can I return what I have bought?

In this case, you cannot return the item and it becomes your responsibility as the Store owner with your customer.

  1. Can I return Clothing & Fashion accessories?
  2. You can return any Clothing item or Fashion accessory within 14 days in the same condition you received and in the original box and/or packaging intact, as long as the item is:

Not listed in the Non-Returnable List.

In the same condition as received and with the original packaging box and tags attached

The items that cannot be returned are:

Items that fall into the below product types-

  1. Underwear
  2. Lingerie
  3. Socks
  4. Swimwear

Also, any consumable items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

Q. How long does it take the courier to collect the returned items?

Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

How can I receive a refund if I paid by Credit Card?

If you have paid through electronic means (Credit or Debit card), the paid amount will be refunded to your account balance as a recharge. The amount paid can be used to pay/cover the cost of your next orders

Q. I lost the Original Packing in which I received the item, how can I still return it?

We accept the return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however, in this case, please contact Rozana Store customer support for more information.

Q. What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

A brand-new, unused, unopened, undamaged item in its original packaging. Packaging should be the same as when it was delivered to you.

Q. Can I return an item through my courier company or a specific courier?

The item can be returned to us through any courier you prefer

Q. Who pays for the shipping charges when I return an item?

You can return an item for free within 14 days from the delivery date, were by Rozana store covers all the shipping charges.