Refund policy

1. Returns on Skincare Products

Due to the hygienic and personal‑care nature of skincare, we are unable to accept returns on any product that has been opened, used, or unsealed. This policy ensures the integrity and safety of all items we ship.

Unopened items may be eligible for refund only in exceptional circumstances and must be approved by our Client Experience team prior to sending anything back.

2. Damaged, Incorrect, or Faulty Items

If your order arrives damaged, incorrect, or faulty, please contact our Client Experience team at returns@roseandseoul.co.uk within 7 days of delivery. We will arrange a replacement or refund where appropriate.

To help us resolve the issue quickly, please include:

Your order number

A description of the issue

Clear photos of the product and packaging

3. Product Availability & Substitutions

In rare cases, if a product becomes unavailable from our suppliers, we may substitute it with a similar item of equal quality and value. We will always ensure the replacement aligns with the original product’s purpose and performance.

4. Refunds

Refunds are issued only for:

Approved damaged or faulty items

Incorrect items sent in error

Orders cancelled before dispatch

Refunds are processed back to your original payment method. Please allow up to 5–10 business days for your bank or payment provider to complete the transaction.

5. Exchanges

We do not offer exchanges on skincare products due to hygiene regulations.

6. Order Cancellations

Orders may be cancelled before dispatch. Once an order has shipped, it cannot be cancelled or recalled.

7. Contact Us

If you need assistance, please reach out to our Client Experience team: Email: returns@roseandseoul.co.uk. We aim to respond within 24–48 hours.