I. Order Modifications and Cancellations

– Please understand that we operate on a print-on-demand basis. This means we only begin production once an order has been placed. Consequently, an item that has already been printed per an order cannot be reused.

– However, we acknowledge that minor, unforeseen issues may arise during the ordering process and we strive to ensure you receive the product you are most satisfied with.

– To this end, we offer a 24-hour ‘golden period’ ( from date you placed order) for free cancellations and changes to size or design, anthing. Beyond this period, extra charges may apply for changes.

TO MAKE IT EASY, PLEASE CONSIDER THE TIMELINE BELOW

24-hour ‘golden period’ Free cancel or change order information
24-72 hours Cancel: 5 USD/item for fee
Change size/variant: 10 USD/item for fee
Change shipping address: Free
>72 hours Cancel: Non-accepted
Change size/variant: 15 USD/item for fee (excepted bomber jacket and shoes)
Change shipping address: Non-accepted
After received order (within 7 days) Change size/design: 50% price of item

 

– Note:

  • For any immediate concerns, kindly contact us directly at [email protected].
  • Any modifications to your order may affect the production and delivery timeline.
  • If you did not receive the order confirmation email after a successful transaction, please contact us with a screenshot of the transaction confirmation

 

II. Refund and Replacement Policies

– In the following situations, we accept requests for replacement no extra fee and no need to return:

  • Defective products due to manufacturing error.
  • Products have been damaged during delivery.
  • The received products are incorrect (wrong size, color, design).
  • The post office provided a notice that the package was lost in the mail (need to provide us a certificate of loss from the local postal)

– We DO NOT offer replacements or refunds for:

  • Design changes requested after receiving the product.
  • Improper care or damages caused post-delivery over a month.
  • The order was undelivered due to insufficient or incorrect address provided by the customer, or if delivery was refused
  • Orders delayed due to adverse weather conditions, impacts of a pandemic, or any unforeseen circumstances that may affect our carriers.

– Note :

  • Issues must be reported within 7 days from the delivery date shown on the tracking information.
  • Please reach out to our customer service team via email : [email protected], with your order number and detailed explanation of the issue, along with any relevant photos or documentation, if you encounter any of the above situations.
  • Videos or detailed photos of the faulty product are required for quality control purposes and need to be added as attachment to the submitted request (front, back and packaging)
  • If an order is not delivered due to an incomplete or incorrect address provided by the customer, or if delivery is refused, we may ask you to pay 50% of the original payment to have it sent back.
  • We are committed to providing you with a satisfactory resolution.

 

III. Return Policies

– For personalized/customized products: Returns are not accepted as each product from ROSATEE is designed with care and personalized to the individual.

– Subject to hygiene considerations and the custom nature of our products, we cannot offer returns and refunds unless you received an item that has a significant problem as follows:

  • The item is markedly different from the description or mockup shown to you.
  • The item is not what you ordered.

– If any of these situations apply, you can return the item within 20 days of the delivery date.

– Please reach out to our Customer Support team before beginning the return process to get the return shipping address to our warehouse.

– Note:

  • We will not be able to assist with returns made without prior notification or simply because of a “changed your mind”
  • Returned items must be in their original condition, complete with all tags and labels, and must not have been cleaned or treated with any detergent.
  • You will be responsible for the return shipping costs.
  • If the returns are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 days from the date we received your returns.
  • In the case of a major issue, we reserve the right to either replace the item or issue a refund within a reasonable timeframe. In such situations, you may keep the product.

LATE OR MISSING THE REFUND:

– If you haven’t received a refund yet, check your bank account again and contact your credit card company, it may take some time before your refund is officially posted.

– If you have followed all of these steps and still have not received your refund, please contact us at [email protected].

We value your understanding in this matter and are committed to ensuring your satisfaction with our services.