Refund policy
At Rosica, customer satisfaction is important to us. We are committed to delivering premium-quality botanical personal care products and ensuring every order reaches you in excellent condition.
If you experience any issue with your purchase, our Customer Care team will be pleased to assist you.
Returns
We accept return requests within 30 calendar days from the date your order is delivered.
To be eligible for a return, your item must:
- Be unused and unopened.
- Be in its original packaging.
- Be in resalable condition.
- Include proof of purchase or your order confirmation.
To request a return, please contact us before sending your item.
Email: info@rosica.ae
Items returned without prior authorization may not be accepted.
Return Address:
Rosica Natural Care L.L.C-FZ
Meydan Grandstand, 6th Floor
Meydan Road
Nad Al Sheba
Dubai, United Arab Emirates
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon delivery.
If your order arrives:
- Damaged
- Defective
- Incorrect
- Incomplete
please contact us within 48 hours of receiving your order at:
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging
Once reviewed, we will arrange an appropriate solution, which may include a replacement or a refund.
Hygiene & Safety Policy
Because Rosica products are personal care and cosmetic products, we cannot accept returns of products that have been opened, used, or partially consumed unless they arrived damaged, defective, or incorrect.
This policy helps ensure the safety and quality of all products supplied to our customers.
Allergic Reactions
Every individual's skin and hair are unique.
Customers are encouraged to review the full ingredient list before purchasing any product.
Rosica cannot guarantee compatibility with every individual and is therefore unable to provide refunds for personal allergic reactions or individual sensitivities unless the product is confirmed to be defective.
If you believe you have received a defective product, please contact our Customer Care team and we will gladly investigate the matter.
Non-Returnable Items
The following items cannot be returned:
- Opened or used cosmetic products
- Gift cards
- Promotional or complimentary items
- Clearance or sale items
- Customized or personalized products (if offered in the future)
Exchanges
We currently exchange products only when:
- The wrong product was delivered.
- The product arrived damaged.
- The product is confirmed to have a manufacturing defect.
If you wish to purchase a different product, we recommend placing a new order after your return request has been processed (where applicable).
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The incorrect product was delivered.
- The product arrived damaged.
- The product has a verified manufacturing defect.
In these cases, Rosica will cover the reasonable return shipping costs.
Refunds
Once we receive your returned item, it will be inspected by our Quality Assurance team.
We will notify you by email regarding the status of your refund.
If approved:
- Refunds will be issued to your original payment method.
- Refunds are processed within 5 business days after approval.
- Your bank or payment provider may require an additional 5–10 business days for the funds to appear in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Order Cancellations
Orders may be cancelled before they have been dispatched for shipment.
Once an order has been shipped, it cannot be cancelled and must instead follow the return procedure described in this policy.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Rosica Natural Care L.L.C-FZ
Email: info@rosica.ae
Address: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Please also review our Terms of Service for additional information regarding the use of our website and purchases made through Rosica.