Cancellation & Return Policy

Cancellation before shipment:

If the order or the item(s) that you want to cancel have not been shipped yet, you can write to our customer support team on rtwb@therosegroup.in or call us at +9122223620275

In such cases, the order will be cancelled and the money will be refunded to you within 24-48 business hours after the cancellation request.

Cancellation post shipment:

If you wish to cancel an order that has been shipped but has not yet been delivered, please get in touch with our Customer Support team on rtwb@therosegroup.in

  • In case you have cancelled an order, which has already been handed over to the courier company on our end, they may still attempt delivery. Kindly do not accept the delivery of the order.
  • Once we receive the product(s) back and verify its packaging/condition, we will refund your money within 24-48 business hours.

 

How will I get refunded for the cancelled orders and how long will this process take?

In case of cancellation before shipment, we process the refund within 24-48 business hours after receiving the cancellation request.

In case of cancellation once the shipment has already been dispatched or if it is being returned, we process the refund once the products have been received and verified at our warehouse.

 

  • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.

 

What if I used discount vouchers during time of payment and I have to cancel my order?

Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.

Returns, Replacements and Refunds

How do I return an item purchased with Rose the Watch Bar?

Once the warranty is stamped, the product cannot be returned unless of the following:

  1. The shipped item is different from the originally ordered item
  2. There is physical damage on the item ordered
  3. There is a mechanical fault with the item ordered

 

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.

 

I have received a damaged or defective item/wrong product in my order, how should I proceed?

Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 5 days of receiving the order:

  • Step 1: Contact our Customer Support team via email (rtwb@therosegroup.in) within 2 business days of receiving the order.
  • Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
  • Step 3: We will pick up the products within 2-4 business days. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.


Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.

How will I get refunded for the returned orders and how long will this process take?

In case of a return/replacement/refund, we process the refund once the products have been received and verified at our warehouse.

  • For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.