Return & Refund Policy

This Return and Refund Policy applies to products purchased from the Rosica online store. It forms part of our Terms of Service and should be read alongside them.

Nothing in this policy limits any right or remedy available to you under applicable consumer-protection law in the United Arab Emirates.

You may request a return within 14 days of the date your order is delivered.

Requests made after that period may not be accepted, except where the product is faulty, damaged or incorrect, or where a longer period is required by applicable law.

Because our products are cosmetics applied to the hair and scalp, returns are accepted only where the product is unused, unopened and with its original seal intact.

This is a hygiene and safety requirement. A cosmetic product that has been opened cannot be verified as unused and cannot be offered to another customer.

This condition requirement does not apply where a product arrives faulty, damaged, incorrect or incomplete. Those are covered in the next section.

If your order arrives damaged, defective, incomplete or is not what you ordered, please contact us within 14 days of delivery with your order number and photographs of the item and its packaging.

Where we confirm a fault or an error on our part, you may choose a replacement or a full refund, including any delivery charge you paid. You will not be asked to pay return postage, and the item does not need to be unopened.

Please keep the item and its packaging until the matter is resolved, as we may need to arrange collection or ask for further photographs.

We will confirm whether the return is accepted and provide return instructions. Please do not send an item back before receiving those instructions — an unannounced return cannot be identified against an order and may not be refundable.

Where you are returning an item because you have changed your mind, the cost of returning it to us is yours to bear, and the original delivery charge is not refunded.

Where the item is faulty, damaged, incorrect or incomplete, Rosica covers the cost of return and refunds the original delivery charge in full.

Until a returned item reaches us it remains your responsibility, so please obtain proof of postage and, where the value warrants it, use a tracked service.

Once a returned item reaches us it is inspected against the conditions above. We will tell you whether the refund has been approved.

Approved refunds are issued to the original payment method. The time it then takes to appear on your statement is set by your bank or payment provider and is outside our control; it is commonly five to ten business days.

Where a return does not meet the conditions above, we will contact you before taking any action and can return the item to you at your cost.

We do not operate a direct exchange process. If you would like a different product, please request a return in the usual way and place a new order.

Where an item arrived faulty, damaged or incorrect, a replacement is sent at our cost and no new order is needed.

If you wish to cancel an order, contact us as soon as possible. Where the order has not yet been prepared for dispatch we will cancel it and refund it in full.

Once an order has been dispatched it cannot be cancelled, and the return process above applies instead.

We may update this policy to reflect changes in our business, our delivery arrangements or applicable law. The version published on this page at the time you place an order is the one that applies to that order.