Shipping policy

Have you placed an order and have not received an order confirmation? Please check your spam inbox first!

What is our delivery time?

Due to the enormous demand for our products, it will take a little longer than you are used to. We currently use a delivery time of 7 -12 working days. To make up for this with our customers, we offer FREE shipping in the Benelux as standard!

We deliver our products with PostNL, DHL & Bpost depending on your location.

Not satisfied with your order?

If for any reason you are not satisfied with your order, please contact us. At Rosela, we strive to ensure that our customers are 100% satisfied with the product they have purchased from our suppliers. If you have any shipping or product issues and are frustrated, please contact us and our team will assist you right away.

How can I return all or part of my order?

If you decide to return your products to us within the 14-day cooling-off period, please note that we will refund the full amount of your order within 5 working days of receipt of the product. Unfortunately, we cannot refund the cost of returning the product.

Follow the steps below to return your product:

1. Download the return form here and fill it in as completely as possible
2. Send us an email to info@rosela.nl stating that you want to return your order or part of your order
3. Waiting for an answer from our customer service if we can accept the return. There you will also receive the return address (note: this is not the address on our website)
4. If we can accept your return, please follow the steps below. Pack the returned product neatly and securely, preferably in the original packaging
5. Send the package to the return address you received from our customer service
6. Send the Track & Trace code to our customer service
7. When your package has arrived and been inspected, we will refund you for the returned products using the payment method you used to pay for the products.
   
   

Unfortunately, products that meet one or more of the following points cannot be returned:

1. Sealed products. If the seal is broken, these products cannot be returned.
2. created by the entrepreneur according to the consumer's specifications (commissioned work);
3. that are clearly personal in nature;
4. which cannot be returned due to their nature;
5. Products in the categories "Beauty", "Kids & Baby", "Sports" and "Socks/Stockings" cannot be returned due to the hygiene measures of COVID-19.

Cancellation of orders

Because your order is processed immediately and shipped from our warehouse abroad, it is unfortunately not possible to cancel your order. As soon as your order has arrived, you can of course return your order. To return your order, please contact us at info@rosela.nl

Damaged products on arrival

That's too bad! Unfortunately, it can happen that your product is damaged during transport. If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, unfortunately, the return period expires.

For the fastest solution, please send us an email with a photo showing the damaged part of the item. Photos are best taken on a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and to prevent mistakes in the future.

For defective items, we always send a new package for free the first time and unfortunately we cannot issue a refund. Does it come out wrong the second time? Then we will refund you the full purchase amount.

For questions about products that were damaged upon arrival, please contact us at info@rosela.nl

Product malfunctions or defects after use

How annoying! Unfortunately, it can happen that a production error occurs over time. It must be a real defect. In other words: the part is broken and no longer meets the standard set by the manufacturer. Wear parts are excluded from production errors or defects. The wearing parts include:

- Drive belt

- Batteries

- Brake pads and discs, brake drums,

- Chains, bulbs, primers, tires and hoses

- Moving parts in the broadest sense of the word

For questions about production errors or defects after use, please contact info@rosela.nl

Delivery of wrong products

We do our best to process all orders correctly. Unfortunately, it can happen that orders get through and we send you the wrong product. Of course we will solve the problem for you and send you the correct order free of charge.

If you have any questions about the delivery of the wrong products, please contact info@rosela.nl

 

Frequently asked questions about our return policy

If you're not sure, here are some frequently asked questions about our returns policy:

1. How long is the return period?

You can return a product within 14 days of receiving your order.

 

1. How long will it take before I get my money back?

Once we have received the products, inspected them and confirmed that they have not been opened, the full amount will be refunded to the original payment method. All customers must contact us after the package has been returned and provide us with the track and trace details so that we can process the refund.

Please note: most financial institutions take an average of 3-5 business days to process the refund.

 

1. Why can't the beauty and health products be returned?

Below is a list of hygiene items that cannot be returned and refunded (the list is not exhaustive): underwear, bikinis, make-up, hair styling products, beauty products, etc. We take hygiene and public safety seriously and reject the return of beauty products and health products to ensure the safety of our customers. We are not alone in this. Other suppliers of beauty and health products also do not allow returns for the same reasons.

In general, products cannot be returned if one of the following conditions applies:

- the buyer has repaired and/or modified the delivered products himself or had them repaired and/or modified by a third party;

- the delivered products have been exposed to abnormal conditions or have otherwise been treated carelessly or contrary to the instructions of the intermediary and/or have been treated on the packaging

- the defect is wholly or partly due to regulations that the government has issued or will issue with regard to the nature or quality of the materials used;

- Hygiene products are not returnable and non-refundable, at least not with the current COVID-19 measures.

 

1. Do I have to pay for my return?

Yes, all customers are responsible for return shipping costs. We recommend sending your return with track and trace as we cannot take responsibility for lost returns.

 

1. Can I return my product without contacting you?

No. You must contact us before returning as the return address may differ from the address your order originally came from.

 

1. How can I reach you?

You can reach us by e-mail at info@rosela.nl. The Rosela team works seven days a week. We always guarantee an answer within 3-5 working days and are happy to help you!

 

1. My order is damaged, what should I do?

To find the fastest possible solution, please attach a photo showing the poor quality or damaged part of the item. Photos are best taken on a flat surface where the label and defect are clearly visible. We will use this information to help you with your order and to prevent mistakes in the future.

 

If you have received a damaged or incorrect product, please contact us within 14 days of receiving the product. After that, unfortunately, the return period expires.