Refunds & Returns

Step 1: Submit Request → Step 2: Ship Item → Step 3: Receive Refund

We offer a 100% refund guarantee, including the item value and the standard shipping cost.

For a refund or exchange, please submit a return request through our portal before shipping the item, and follow the instructions below. We will not accept returns without prior authorization.

Refunds

1. Within the 30 days return window, you have the right to withdraw from the purchase in general, without any reason or cost at all. In concrete terms:
   • 1.1 Exclusions: Custom Orders or Special Orders are not eligible for 30 days refund.
     • 1.11 Special Order:
       • Means you’re modifying one of our existing designs. You’re working within a set framework to create a unique variation that’s perfect for you.
     • 1.12 Special Order Examples:
       • Changing prong/claw style, setting style, band width of a ring.
       • Resizing a piece beyond our standard range.
       • Replacing the center stone with a different carat weight or quality (e.g., upgrading to a larger diamond).
       • Adding an engraving on setting.
     • 1.13 Custom Order(Bespoke/Fully Custom):
       • A Custom Order is a true collaboration from the ground up. We create a completely new, one-of-a-kind piece based on your vision, sketches, or inspiration photos.
   • 1.2 Loose lab diamonds are eligible for 30 days refund, provided that you first obtain a new inspection report from the same gemological institute that issued our original certification (e.g. IGI/GIA) in your local area, and that any parameter in the new report receives a lower grade than stated in our original documentation.
   • 1.3 A 100% refund includes the item value and standard shipping costs. However, any additional charges incurred due to your selecting a delivery method different from the standard one, or any other personalized services, will not be refunded.
   • 1.4 The return window commences from the date of receipt by you or your appointed consignee and lasts for 30 days. The refund window begins on the date of delivery confirmation according to the carrier’s tracking system.
   • 1.5 Should the item arrive at your specified destination and remain unsigned for after 5 days, the countdown for the “return window” will begin from the 6th day onwards.
2. We accept order cancellation if we haven’t started processing your order yet. Here’s our standard policy:
   • 2.1 Critical Time Window:
     • Please contact us immediately (within 3 hours of placing your order) via email at info@rosemajester.com or WhatsApp.
   • 2.2 We cannot:
     • Once your order enters the “Processing” or even “Shipped” stage, we are unable to make changes or cancellations.
   • 2.3 For Cancelled Orders: 
     • If cancellation is successful, a full refund will be issued to your original payment method. Please allow 5-10 business days for the refund to process, depending on your bank.
3. The shipping company declares the item as lost. This situation is extremely rare, but if it does occur, you can view relevant information from The Official Global Logistics Information Platform in “Track Order”, we also will notify you immediately and process your refund unconditionally.
4. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information you provided is incorrect or incorrectly entered.

Returns

If your return is accepted, we will send you instructions on how and where to send your package. We reserve the right to reject returns which do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address.

1. To be eligible for a return, your item should be unworn or unused, and in its original packaging. Please use protective outer packaging if necessary. If you no longer have the original packaging, use durable packaging to prevent damage during transit.
2. If the received item is damaged or incorrect due to our (including the shipping company) reason, you do not need to bear the shipping cost of return. In other cases, you will be responsible for the shipping cost of return.
3. After we send you the return address, recipient information and designated courier company, you need to ship the item within the next 10 days. Failure to do so will be deemed as your automatic waiver of the refund.
4. Please do not send the item back to us freight collect.
5. Upon receiving the returned goods, we will process your refund and notify you within 3 days. The funds will be returned to your credit card or other capital account in the coming days.