Return & Refund Policy

Thank you for shopping at Roseberry Cosmetics. We value your satisfaction and strive to provide you with the best shopping experience possible. If for any reason you are not completely satisfied with your purchase, we are here to help.

1. Returns & Eligibility

We accept returns within 7 days from the date of delivery. To be eligible for a return:

Your item must be unused, unopened, and in the same brand-new condition that you received it.
It must be in its original packaging, with all protective seals, wrapping, labels, and boxes intact.
You must provide the order number (starts with RC-) or proof of purchase.

2. Refunds

Once we receive your returned item and inspect its condition, we will notify you of the status of your refund. If your return is approved:

Online Payments (Credit/Debit Card via Payment Gateway): The refund will be initiated directly to your original payment method. Depending on your card issuer and bank processing cycles, the credit typically reflects on your statement within 5–10 business days.
Cash on Delivery (COD) / Direct Bank Transfer: We will process your refund via a direct bank transfer to your nominated Sri Lankan bank account within 3–5 business days after approval.
Please note that refund amounts exclude initial shipping and delivery charges, unless the return is due to an error on our part (e.g., wrong or damaged item received).

3. Exchanges

If you would like to exchange an unopened item for a different shade, product, or variant, please contact our customer support team within 7 days of receiving your order. We will guide you through the exchange process and arrange dispatch of the replacement item once the original item is received and inspected.

4. Non-Returnable Items

Due to international health, safety, and hygiene standards for cosmetic and personal care products, certain items cannot be returned or refunded once delivered:

Any product where the outer box seal, foil seal, or tamper-evident wrapping has been broken or opened.
Products that have been used, swatched, or tested.
Gift cards and promotional free gift items.
Items marked as final clearance or non-returnable at the time of purchase.

Exception: If an opened product is found to be defective, contaminated, or has a manufacturing fault, please contact us immediately so our quality team can inspect and resolve the issue.

5. Damaged, Defective, or Incorrect Items

In the rare event that your order arrives damaged, defective, or contains the wrong item:

Please inspect the package upon delivery and take clear photographs of the outer packaging and damaged contents.
Contact us within 48 hours of delivery via WhatsApp or phone with your order number and photographs.
We will immediately arrange a free replacement or issue a 100% full refund (including all shipping charges) without requiring you to pay return shipping fees.

6. Return Shipping Costs

Damaged, Defective, or Error on Our Part: We take full responsibility — Roseberry Cosmetics will arrange courier pickup or cover the return shipping costs.
Change of Mind / Voluntary Returns & Exchanges: You will be responsible for paying the courier shipping costs for returning your item to our Colombo fulfilment centre.

7. Order Cancellations

You may cancel an order free of charge at any time prior to dispatch. Once a parcel has been handed over to our courier partners, it cannot be cancelled in transit. You may instead refuse delivery or follow the standard return process once the parcel arrives.

8. Processing Time

Returned parcels are inspected within 1–2 business days of arriving at our facility. Approved refunds and exchanges are processed within 3–5 business days thereafter.

9. Contact Us

If you have any questions or need assistance with a return or refund, please reach out to our support team:

WhatsApp / Phone: 077 787 8718
Store & Returns Address: 160A Main Street, Colombo 01100, Sri Lanka
Customer Support: Contact Us Page
Hours: Open daily until 8.30pm