Refund policy
Effective date: July 27, 2026
Last updated: July 27, 2026
This Returns & Refunds Policy applies to every order placed on roseva-skin.com. It is part of our Terms of Service and is incorporated into them by reference. Please read it before you order. If anything in our Terms of Service conflicts with this policy on a return or refund question, this policy controls.
Seller of record:
Roseva Group LLC
a Wyoming limited liability company, doing business as Roseva Skin
30 N Gould St Ste N, Sheridan, WY 82801, United States
Email: julia@roseva-skin.com
Website: roseva-skin.com
1. The Short Version
- You can return your first order within 30 days of delivery on orders of one or two bottles, or within 60 days of delivery on orders of three or more bottles.
- The bottle has to come back to us. You send it back, you pay the return postage.
- How much you get back depends on how much is left in the bottle. Unopened, or almost full, means the full product price. A half-used bottle means a partial refund of the unused portion.
- We assess the bottle when it reaches us and email you the amount before we process it.
- Shipping charges are not refunded.
- No restocking fee.
- Damaged, wrong, or missing items are handled separately in Section 6 — those are on us, and you keep your money in full.
Everything below is the detail behind those lines. Please read Sections 2 and 4 before you buy, so there are no surprises later.
2. What You Can Return, and How Much You Get Back
2.1 The return window
| What you ordered | Return window |
|---|---|
| One bottle | 30 days from delivery |
| Two bottles | 30 days from delivery |
| Three bottles or more | 60 days from delivery |
The window runs from the date your order is marked delivered by the carrier, not from the date you placed the order. If a delivery date is unclear or the tracking is ambiguous, we resolve it in your favor.
Your request has to reach us inside that window. The bottle can arrive afterward — what counts is the date you email us.
This applies to your first order with us. A return window comes with the first order you place, so that you can try the Product. Reorders are ordinary purchases and are not returnable, because by then you know what you are buying.
2.2 How much you get back
This is the part most people skip, so here it is plainly: we refund the unused portion, not automatically the whole price.
| Condition of the bottle when it reaches us | What we refund |
|---|---|
| Unopened, seal intact | 100% of the product price |
| Opened, at least 90% of the contents remaining | 100% of the product price |
| Opened, less than 90% remaining | A pro-rated refund based on what is left in the bottle |
| Empty, or nearly empty | No refund |
A pro-rated refund is calculated on the volume still in the bottle, measured against the product price you paid. If roughly half the bottle is left, roughly half the product price comes back. We round in your favor.
We assess the bottle when we receive it, and we email you the amount before we process the refund. If you disagree with our assessment, reply to that email and tell us why — we will look at it again. We would rather settle it with you than have it end up at your bank.
2.3 What is never refunded
- Shipping charges, whether you paid them on the original order or on the return.
- Free gifts and promotional items received at no charge. They have no cash value. Where a return drops your order below the threshold that earned a free gift, see Section 5.
- Return postage. You pay it, except in the cases in Section 6.
Any sales tax collected on the refunded amount is refunded with it.
2.4 The conditions, stated plainly
A return is accepted when all of the following are true:
- The order was placed directly on roseva-skin.com. Products bought from any other website, marketplace, or reseller are not covered by us — roseva-skin.com is our only authorized sales channel in the United States.
- Your request reaches us inside the return window that applies to your order, counted from delivery.
- You give us your order number, or the email address you used to order, so we can find the order.
- This is your first order with us, and no return has already been made by you, your household, your shipping address, or your payment method.
- You return the Product to us at the address we give you, and it arrives within 21 days of us sending you those instructions.
- You are the customer, not a reseller.
That is the complete list. There are no other conditions.
2.5 Exchanges and replacements
If you would rather have a replacement bottle than a refund, say so in your email and we will do that instead, on the same terms. We never make that swap on our own, and we never push store credit on you in place of a refund you asked for.
3. How to Start a Return
There is no form to fill out and no phone tree.
Step 1 — Email us. Write to julia@roseva-skin.com inside your return window, subject line "Return request", and include:
- your order number (it starts with a # and is in your order confirmation email), or the email address you used at checkout;
- roughly how much is left in the bottle;
- one or two sentences about how it went — you do not have to justify yourself, but it genuinely helps us improve the Product.
Step 2 — We send you return instructions. We reply within 1–2 business days with a return address and instructions.
Do not ship anything back before you have those instructions in writing from us, and never ship a return to our fulfillment partner or to any address printed on your shipping label. Packages sent without instructions cannot be matched to your request and may be lost. The Sheridan, Wyoming address on this page is our registered business address, not a returns center — nothing should be sent there.
Step 3 — You send the bottle back. You pay the return postage. Please use a tracked service; without tracking we cannot confirm that your return arrived, and an untracked package that does not reach us cannot be refunded.
Step 4 — We assess and refund. When the bottle reaches us, we check how much is left, email you the refund amount, and issue it to your original payment method within 3 business days, and in every case within 10 business days of receiving your return.
4. Do You Have to Ship the Bottle Back?
Yes. For every return under Section 2, the Product has to come back to us before we refund anything.
You pay the return postage, and it is not refunded. The only exceptions are in Section 6: if the Product arrived damaged, incorrect, or defective, we pay the return shipping and send you a prepaid label — or, in most of those cases, we do not ask for a return at all.
We do not charge a restocking fee. Not a percentage, not a flat fee, not under any circumstance.
We tell you this before you buy rather than after, because a return policy that reveals its conditions only once you want to use it is worse than a strict one that is honest up front.
5. Bundles, Free Gifts, and Partial Returns
5.1 Returning a whole bundle. If you return every bottle of a multi-bottle order, each bottle is assessed individually under Section 2.2 and the refunds are added together.
5.2 Returning part of a bundle. If you return part of a bundle and keep the rest, we recalculate the order at the regular price of what you keep and refund the difference, adjusted for the condition of what came back. Bundle pricing exists because of the bundle.
5.3 Free gifts. Where a return drops your order below the threshold that earned a free gift, you may either return the gift in usable condition at your own expense, or have the retail value stated with that offer deducted from your refund. We will tell you which applies, and we always offer you the deduction so that you are never forced to ship a second package.
5.4 Free shipping. If your order qualified for free shipping and a return drops it below the threshold, we do not retroactively charge you shipping.
6. Damaged, Defective, Incorrect, or Missing Items
This section is not a return. It is us fixing our own mistake, and none of the conditions in Sections 2 to 4 apply.
Damaged, leaking, defective, or the wrong item. Email julia@roseva-skin.com within 30 days of delivery with your order number, a photo of the item, and a photo of the outer packaging if the damage happened in transit. We send you a free replacement or a full refund — your choice — and you do not need to send anything back. If we do need the item back for a quality investigation, we send you a prepaid label and cover the shipping. Your full purchase price comes back, shipping included.
Using this section does not use up your return window under Section 2.
If you experience a skin reaction to the Product, stop using it, seek medical attention if the reaction is serious, and then tell us at julia@roseva-skin.com. Roseva Group LLC is the responsible person for this cosmetic product, and we document and follow up on every report we receive. A reported reaction is refunded in full, whatever the state of the bottle — Section 2.2 does not apply to you in that case, and we do not ask for the bottle back. You never have to choose between reporting a reaction and getting your money back.
7. Delivery Problems
7.1 Tracking that has not moved. Tracking can sit still for a day or two at a time — especially during export scanning and customs processing — without anything being wrong. See our Shipping Policy for the full delivery timeline.
7.2 When we treat a package as lost. If tracking shows no movement at all for 7 consecutive business days, or if the estimated delivery window has passed with no delivery, we treat the package as lost. Email us and we send a replacement at no charge or issue a full refund — your choice. We do not ask you to chase the carrier yourself, and nothing has to be returned.
Please report a suspected lost package within 30 days of the last tracking update, so we can still open a claim while the carrier has records. We will not refuse a genuine non-delivery claim only because it reached us later.
7.3 Packages marked delivered that you cannot find. First check with everyone at the address, look at side and back doors, and ask neighbors and your building's mail room — the vast majority turn up within 48 hours. If it still has not appeared after 48 hours, email us. We will replace the order once, free of charge, as a courtesy — one time per customer and address. If it happens again at the same address, we will help you file a claim with the carrier, but we cannot replace or refund a second package that the carrier has confirmed as delivered.
7.4 Wrong or incomplete shipping address. You are responsible for the address you enter at checkout. If you spot a mistake, email us within 12 hours of placing your order with the correction and your order number, and we will fix it if the order has not yet been released to the carrier. We cannot change an address after that.
If a package comes back to us as undeliverable because the address was wrong, incomplete, or refused at delivery, we will contact you and you can choose:
- a reshipment to a corrected address — we tell you the reshipping cost in advance and you pay it before we reship; or
- a refund of the product price you paid. The original shipping charge is not refunded in this case, because we already shipped the order once.
7.5 Refused deliveries. A package you actively refuse at the door is handled under Section 7.4, not as a return.
8. Canceling an Order Before It Ships
Email julia@roseva-skin.com as soon as possible with your order number and the subject line "Cancel order."
- If the order has not yet been released to the carrier, we cancel it and refund the full amount, including shipping, to your original payment method. This is normally possible within the first 12 hours.
- If the order has already shipped, we cannot recall it. Wait for delivery and then use the return process in Section 3 — but note that the refund is then assessed under Section 2.2.
If we are the ones who cannot ship on time. If we cannot ship within the delivery window we stated, we email you, give you a definite new shipping date, and let you accept it or cancel for a full refund. If you cancel for that reason, or if you do not respond to our notice, we refund you in full within 7 business days. Detail on delivery timing is in our Shipping Policy.
9. How and When You Get Your Money
9.1 Refund method. Refunds go back to the original payment method — the same card, PayPal account, Apple Pay card, Google Pay card, or Klarna plan. We cannot refund to a different card, a different account, or a different person, and we cannot pay by check, bank transfer, or cash.
9.2 Our side of the timeline. Once your return reaches us and is assessed, we issue the refund within 3 business days, and in every case within 10 business days. "Issue" means we submit it to our payment processor. You receive an automatic confirmation email when this happens.
9.3 Your bank's side. After we issue the refund, your bank or card issuer typically takes an additional 5–10 business days to post the credit. That waiting period is controlled by your bank, not by us. If more than 10 business days have passed since our confirmation email and you still do not see the credit, email us and we will send you the processor's refund reference so your bank can locate it.
9.4 Klarna. If you paid with Klarna, the refund is processed through Klarna, which adjusts your payment plan according to its own terms and timelines. If installments are still outstanding, Klarna reduces or cancels them rather than sending you money you have not yet paid. Questions about the mechanics of a Klarna plan go to Klarna — we are not a party to that agreement and we are not a lender.
9.5 PayPal, Apple Pay, Google Pay. Refunds return to the funding source behind the wallet. PayPal balance refunds are usually near-instant; refunds to a card behind a wallet follow the bank timeline in Section 9.3.
10. Subscriptions
There are none. Roseva Skin does not offer a subscription, an auto-refill, a membership, or any recurring charge. Every order is a single, one-time purchase, charged once. You will never see a second charge from us that you did not place yourself.
11. Before You File a Chargeback
If something has gone wrong with your order, please email julia@roseva-skin.com first. We answer within 1–2 business days, and we can almost always resolve the situation faster than a bank can — a chargeback typically takes 60 to 90 days, while a refund from us takes days.
If a chargeback is filed against an order, we respond to the bank's request for information with the complete record: the order confirmation, the delivery address, the carrier tracking and proof of delivery, the checkout record showing that this policy was presented and accepted before payment, and our full email correspondence with the customer.
Charges from us appear on your card statement as "ROSEVA SKIN." If you see a charge you do not recognize, please check whether someone else in your household placed the order, then email us and we will identify it for you.
12. Changes to This Policy
We may update this policy. When we do, we change the "Last updated" date at the top of this page. The version that applies to your order is the version that was posted when you placed that order, and we keep a dated record of each version. A change never reduces the return rights on an order you have already placed.
13. Contact Us
Roseva Group LLC
30 N Gould St Ste N, Sheridan, WY 82801, United States
Email: julia@roseva-skin.com
We reply to every email within 1–2 business days, Monday through Friday, excluding U.S. federal holidays.
Related pages: Shipping Policy · Contact Us · Terms of Service · Privacy Policy · Accessibility Statement
Last updated: July 27, 2026