Refund policy

Return & Replacement Policy

At Rozena Maison, we want you to be satisfied with your purchase. Because our products may be produced specifically for each order, certain return restrictions may apply. However, if your order arrives damaged, defective, incorrect, or does not conform to what you ordered, we will work with you to find an appropriate solution.

1. Returns and Order Cancellations

1.1 Made-to-Order Products:
Because certain products are made specifically for each order, we generally do not accept returns or exchanges for a change of mind once an order has entered production.

1.2 Order Cancellations:
If you need to cancel an order, please contact us as soon as possible. We will make reasonable efforts to accommodate cancellation requests before the order enters production. Once production has started, cancellation may no longer be possible.

1.3 Legal Consumer Rights:
Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded or limited under applicable law.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or materially different from what you ordered, please contact us at help@rozenamaison.com as soon as possible.

To help us investigate the issue, please provide:

• Your order number

• A brief description of the issue

• Clear photos or video of the product

• Photos of the packaging, when relevant

We will review the claim and, where appropriate, arrange a replacement, remake, repair, refund, or other appropriate resolution, depending on the nature of the issue and applicable consumer law.

3. Remake and Replacement Requests

Where an issue qualifies for a remake or replacement, we will arrange for the affected item to be reproduced and shipped to you at no additional cost, where applicable.

We ask customers to report issues within 30 days of delivery whenever possible so that we can investigate the matter efficiently. This reporting period does not limit any mandatory rights you may have under applicable consumer protection laws.

4. Products Damaged Through Misuse

We are not responsible for damage caused by improper use, accidental damage, misuse, neglect, or failure to follow applicable product care or usage instructions.

Normal characteristics, minor variations, or cosmetic differences that do not affect the product's quality, functionality, or conformity may not qualify for a replacement or refund.

5. Orders Delayed or Lost in Transit

If your order has been significantly delayed or appears to be lost in transit, please contact us at help@rozenamaison.com.

We will review the shipment with the relevant carrier and work with you toward an appropriate resolution.

For international shipments, customs processing and delays may affect delivery times.

6. Refunds

Where a refund is appropriate, we will process it according to the circumstances of the order and applicable consumer protection laws.

Refunds may be considered, where appropriate, for issues such as defective or non-conforming products, orders that cannot reasonably be replaced or remade, duplicate charges, or other circumstances requiring a refund.

7. How to Contact Us

For any return, replacement, damage, or order-related issue, please contact:

help@rozenamaison.com

Please include your order number and any relevant photos or videos so that we can review your request efficiently.