Refund policy
Please note: we do not offer free returns. The cost of returning an item is borne by the customer, unless the item arrived defective or incorrect. This page explains how returns and refunds work at Rose Vive; the same terms appear on our FAQ page.
Can I return my order?
Yes. If you are not content with your purchase, you may request a return within 30 days from the day your order is delivered, provided the return meets the following requirements:
- All parts, components and packaging are included, exactly as the product was received.
- The product is in its original condition, unworn and unused, with all original tags still attached and in its original packaging. Damage caused by careless handling is not covered.
- Please try clothing on indoors, over your own underwear, and leave every tag attached. Items worn outdoors cannot be accepted unless they are defective.
If an item comes back handled more than is needed to check its nature, characteristics and fit, as you would in a shop, we may reduce the refund by the loss in value this has caused, as the law allows.
How do I start a return?
If your order meets the conditions above, email us at info@rosevive.com stating:
- the order number,
- the reason for the return,
- a photo of the item (if it arrived damaged or defective),
- your full name and address.
Our team will reply with the correct return address. Please wait for this address before sending anything: do not return items to the sender address on the parcel. Returns are sent by post or courier to the return address we provide; we recommend a tracked service. For items that are not defective you pay the return postage, and a prepaid label is not included. For defective or incorrect items we pay it. We do not charge a restocking fee.
Refunds
After we receive and check the return (normally within 2 to 5 business days), we refund the payment method used for the purchase. If all conditions are met, the refund is issued within 10 business days of the return reaching us, in GBP (British pounds).
No fee is charged for the refund. Depending on your bank or payment provider, it can take a further 3 to 10 business days before the amount appears on your account.
Changing or cancelling an order
If your order has not yet shipped, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will do what we can to help. Once the order has shipped we can no longer stop it in transit: in that case, please wait for delivery and then follow the return procedure described above.
Your statutory rights
If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your order without giving a reason within 14 days, starting on the day after you receive the goods. The 30 day return period described here includes that statutory right and extends it. To cancel, tell us clearly by email at info@rosevive.com; you may also use the model cancellation form below, but you do not have to. Please send the goods back within 14 days of telling us. We refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier, using the payment method you used for the purchase.
Model cancellation form. To ROAS 3 LLC, info@rosevive.com: I hereby give notice that I cancel my contract for the sale of the following goods: [item]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [date].
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them within 30 days of delivery for a full refund; after that you are entitled to a repair or replacement and, if that does not solve the problem, a price reduction or a refund. These rights apply in addition to this policy, and nothing in this policy limits them.
Damaged or defective items
If your item arrives damaged or defective, contact our customer service with a few photos and a clear description of the problem. If we confirm that the defect is our responsibility, we send a replacement of the same item or refund you in full, at no cost to you. This is a remedy for a defect, not an exchange.
Exchanges
We do not process exchanges. Return the item for a refund and place a new order for the size or colour you want.
Contact
Email: info@rosevive.com
Estimated response time: within 24 hours on business days
Customer service hours:
Monday to Friday: 09:00 to 17:00 UK time
Business information
Rose Vive
a trading name of ROAS 3 LLC
5830 E 2nd St, Ste 7000 #38197
Casper, WY 82609
United States
Wyoming Entity ID: 2026-002058137
Email: info@rosevive.com