Refund policy

Return & Refund Policy

Rose and Dolce
Last Updated: October 8, 2026

At Rose and Dolce, we are committed to providing a transparent, fair, and professional customer experience. We understand that customers may occasionally have concerns about their purchases, and our customer support team is available to review return and refund requests individually.

Please read this Return & Refund Policy carefully before placing an order.

1. Our 14-Day Return Policy

Rose and Dolce offers a 14-day voluntary return period beginning on the date your order is delivered.

Customers who wish to request a return or refund must contact our customer support team within 14 calendar days of receiving their order.

Email: info@roseanddolce.com

Every request is reviewed individually, taking into account the reason for the request, the condition of the product, the order information, and any supporting details provided.

Submitting a request does not automatically guarantee a refund under our voluntary return policy.

This policy does not restrict any mandatory rights or remedies available under applicable consumer protection laws.

2. How to Submit a Return or Refund Request

To request assistance, please contact info@roseanddolce.com.

Include the following information:

Your full name
Your order number
The email address used at checkout
The product concerned
A description of the issue or reason for your request
Relevant photographs or videos, where reasonably necessary and available

Our customer support team aims to respond within 24–48 hours.

Once your request is received, our team will review the information provided and determine the appropriate next steps.

If additional details are needed, we may contact you before completing our assessment.

Requests submitted within the applicable return period will remain timely even if our review or response takes place after that period.

3. Individual Review and Resolution Options

We understand that not every customer concern requires the same solution.

Our customer support team reviews requests on a case-by-case basis and aims to offer a fair and practical resolution.

Depending on the circumstances, available options may include:

A return and refund
A replacement product
A complimentary replacement accessory or component
A partial refund
A goodwill discount or store credit
Additional product assistance or troubleshooting
Another mutually agreed resolution

These options are assessed according to the circumstances of each request.

Any partial refund, discount, store credit, or alternative offer is optional for the customer. Accepting such an offer is not required to exercise any mandatory legal right to a refund, replacement, cancellation, or other remedy.

Where applicable law requires a particular remedy, Rose and Dolce will provide that remedy regardless of any alternative offer.

4. Return Authorization and Instructions

Customers must contact our customer support team before arranging a voluntary return.

Once a return request has been reviewed and authorized, our team will send an email containing all necessary information, including:

Written return authorization
Step-by-step return instructions
The designated return shipping address
Required return documentation, where applicable
Packaging and shipping guidelines
Any additional instructions relevant to the return

Our customer support team will guide customers through the process and answer questions about the return procedure.

Returns arranged without following the provided instructions may experience processing delays or may not qualify under our voluntary return policy.

This requirement does not override any return, cancellation, or refund rights that apply by law.

5. International Fulfillment and Business Operations

Rose and Dolce is an online store serving customers throughout Canada.

We offer free standard shipping across Canada.

Rose and Dolce does not operate a physical retail store, office, warehouse, or customer return facility in Canada.

Our business operates from Sweden, while order fulfillment and return processing are handled through international logistics partners.

Our fulfillment and return facilities may be located in Asia, including China.

Approved returns are currently processed through our designated international return facility in China.

The complete return address and shipping instructions will be provided directly by our customer support team after the return request has been reviewed.

The location of our international return facility does not affect any mandatory consumer rights under applicable law.

6. Return Eligibility

For a voluntary return under our 14-day policy, the following conditions generally apply:

The return request must be submitted within 14 calendar days of delivery.
The product must include its original components and accessories.
The product must not have been damaged through misuse, improper handling, or unauthorized modification.
Original packaging should be included where reasonably possible.
The customer must provide proof of purchase or a valid order number.

Customers may reasonably inspect the product to determine whether it meets their expectations.

Products that have been substantially damaged, altered, or misused may be ineligible for a voluntary return.

These conditions do not limit statutory warranties or other mandatory remedies for defective, incorrect, or non-conforming products.

7. Return Shipping Costs

Rose and Dolce provides free standard shipping on orders delivered to Canada. However, free outbound shipping does not mean free returns.

For voluntary returns due to a change of mind, personal preference, or dissatisfaction unrelated to a product defect, return shipping costs are the responsibility of the customer, unless otherwise agreed in writing or required by applicable law.

Because our return-processing facility is located internationally, customers should be aware that international return shipping costs may apply.

Our customer support team will provide the appropriate return destination and shipping instructions before the return is arranged.

Where a product is defective, incorrect, or subject to a statutory remedy, return shipping arrangements and costs will be handled in accordance with applicable consumer protection laws.

8. Refund Review and Processing

Refund requests are reviewed individually.

Our customer support team may consider:

Order and delivery information
The reason for the refund request
The condition of the product
Supporting documentation, where relevant
Whether a return is required
Any applicable consumer protection obligations

For eligible voluntary returns, refunds are normally processed after the returned product has been received and inspected.

In some circumstances, we may offer a resolution that does not require the product to be returned.

If a refund is approved, it will normally be issued to the original payment method.

The time required for the funds to appear in your account may depend on your bank or payment provider.

Where applicable law requires a refund within a specific timeframe or without a product inspection, those requirements will take precedence.

9. Incorrect, Damaged, or Defective Products

If you receive an incorrect, damaged, incomplete, or defective product, please contact us at info@roseanddolce.com as soon as reasonably possible.

Our customer support team will review the issue and may request relevant information to understand the situation.

Depending on the circumstances, we may arrange:

A replacement product
Replacement components
A repair, where appropriate
A full or partial refund
Another remedy agreed upon with the customer

We will not impose unreasonable documentation requirements that prevent customers from exercising their legal rights.

The voluntary 14-day return period does not shorten or eliminate any mandatory rights relating to defective or non-conforming products.

10. Accurate Information and Good-Faith Requests

Rose and Dolce is committed to reviewing customer concerns fairly, objectively, and in good faith.

We ask customers to provide accurate information when submitting return requests, refund requests, or complaints.

If a request contains materially inconsistent, incomplete, or potentially misleading information, our customer support team may seek clarification or reasonable supporting evidence before making a decision.

We reserve the right to investigate suspected fraudulent activity or deliberate misrepresentation and to decline voluntary benefits where a request is demonstrably fraudulent, subject to applicable law.

A disputed statement, misunderstanding, or unverified allegation will not automatically be treated as fraudulent. All genuine customer concerns will be considered fairly.

Nothing in this section prevents customers from exercising their legal rights, disputing a payment in good faith, contacting a consumer protection authority, or raising a legitimate complaint.

11. Order Cancellations

Customers who wish to cancel an order should contact info@roseanddolce.com as soon as possible.

We will review whether the order can be cancelled before fulfillment or dispatch.

If the order has already been dispatched, a voluntary cancellation may need to be handled through the return process.

Any mandatory cancellation rights available under applicable consumer protection laws remain unaffected.

12. Lost or Undelivered Orders

If your order has not arrived within the communicated delivery timeframe, please contact our customer support team.

We will review the available tracking information and investigate the matter with our international logistics partners.

Where an order is lost, not delivered, or otherwise subject to a statutory cancellation or refund right, we will provide the remedy required by applicable law.

13. Canadian Consumer Protection Rights

Rose and Dolce is an international online retailer selling to customers in Canada.

Our voluntary return and refund procedures do not exclude, replace, or restrict mandatory consumer protection rights under applicable Canadian federal or provincial laws.

Depending on the customer's province or territory, additional rights may apply to defective products, statutory warranties, online purchase disclosures, delayed delivery, cancellation, return shipping costs, and refund deadlines.

Where applicable law provides stronger protection than this policy, the relevant legal requirements will prevail.

14. Contact Information

For return requests, refund inquiries, product concerns, or questions about this policy, please contact:

Rose and Dolce
Customer Support: info@roseanddolce.com
Website: https://roseanddolce.com

Business Contact: Leonardo Lopez
Fågelsångsvägen 13
117 68 Stockholm
Sweden

Telephone: +46 70 303 53 89