Refund policy
Refund & Return Policy
Your 30-day right to return
You can return your order within 30 days of receiving it, for any reason. This change-of-mind return is offered in addition to your rights under the Australian Consumer Law, which this policy does not limit.
How it works
- Let us know within 30 days. The 30 days start on the day after you, or someone you nominate, receive the goods. Just email us at info@roselle-sydney.com with your order number, and we will send you the return address and instructions.
- Send the goods back within 14 days. Once you have received the return address, you have 14 days to send the goods back. It is enough to post them before the 14 days end.
Return shipping costs
Returns are sent to our fulfilment partner’s warehouse in China. Please note before you order: for change-of-mind returns, you pay the cost of sending the goods back. Return shipping from Australia to China typically costs approximately A$25 to A$45, depending on carrier and parcel weight.
We recommend using a tracked service and keeping your proof of postage until your refund has been processed.
Condition of the goods
You may try items on as you would in a store. Change-of-mind returns should be unworn, unwashed and undamaged. A return will not be refused just because the tags are missing or the item is not in its original packaging, but we may deduct an amount if the item has lost value through use beyond trying it on.
Refunds
We refund the full price you paid for the returned items, including standard delivery costs, within 14 days of receiving the goods or your proof of postage, whichever comes first. If you chose a more expensive delivery option than our standard shipping, the extra cost is not refunded. There are no restocking fees. Refunds are made to your original payment method at no cost to you. Your bank may need a few extra business days to show the refund in your account.
Cancelling before dispatch
You can cancel your order free of charge at any time before it has been dispatched by contacting us. If your order has already been dispatched, you can return it as described above once it arrives.
Defective, damaged or incorrect items
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your item is defective, damaged on arrival or not what you ordered, contact us at info@roselle-sydney.com with your order number and photos of the issue. In these cases, we cover all return and shipping costs and no deductions apply.
Exchanges
The fastest way to exchange is to return the item and place a new order for the one you want.
Contact
Email: info@roselle-sydney.com
Phone: +61 480 008 327
Customer service: Monday to Friday, 9:00 AM – 6:00 PM (AEST)
Business Information
Roselle Sydney is an online store operated by Turker Group Ltd. Our orders are shipped directly from our fulfilment partner in China.
Legal Company Name: Turker Group Ltd
Company Number: 17409711
Registered Company Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom