Return Policy

5.2 Returns Policy
Last updated: 03/06/2026

At Rosestone Sydney, we do everything we can to ensure our customers are satisfied. However, there may be occasions when you wish to return a product. Below, we explain our Returns Policy clearly. We are always happy to help, so if you are unsure about anything, please contact us first at info@rosestone-sydney.com.

1. How We Operate

Rosestone Sydney operates on a direct-from-supplier model. To reduce waste and minimise our carbon footprint, we do not maintain large inventories. Products that are not held in stock are shipped directly from our supplier based in China. As a result, returned items must also be sent to our supplier’s return address in China.

2. Return Period and Registration

You may request a return within 14 days of receiving the item by contacting us at info@rosestone-sydney.com.

  • A return request may only be submitted after you have physically received the item.

  • Please always include your order number and a valid reason for the return.

  • Once your request has been approved, we will provide you with our supplier’s return address.

3. Conditions for Returns

  • A valid reason for the return is always required.

  • Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.

  • Trying on an item is permitted; wearing it is not.

  • Sale items cannot be returned without a valid reason.

  • Intentionally ordering multiple sizes with the intention of returning some of them is not permitted.

  • Certain items are excluded from returns for hygiene reasons (such as underwear, swimwear, and jewellery), unless they are unopened and unused.

4. Return Costs and Procedure

  • Return shipping costs are entirely the responsibility of the customer, including any international shipping charges and customs fees.

  • The item must be returned to our supplier’s return address in China.

  • The customer is solely responsible for arranging shipment, covering the costs, and tracking the return parcel.

  • We strongly recommend using a tracked delivery service. Without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

As international returns can be expensive and time-consuming, we are happy to explore a suitable alternative solution with you, such as a partial refund or discount. Any such arrangement will be agreed upon by email.

Please always contact us first at info@rosestone-sydney.com before returning any item.

6. Defective, Incorrect, or Damaged Items

If there is an issue with your order—for example, concerning the size, fit, quality, or condition of the item—please email us within 14 days of receipt, including:

  • Clear photographs of the issue; and

  • A detailed description of the problem.

Without photographs and a description, we will be unable to assess your claim, and no right to a return or refund will arise. Once we receive this information, we will work to find an appropriate solution as quickly as possible.

7. Refunds

A refund can only be issued once the returned item has been received and approved at the return address in China.

Following approval, we will refund the purchase price within 14 days using the original payment method. Original shipping charges are non-refundable.

8. Order Cancellations

Orders cannot be cancelled once they have been placed and entered into processing.

No refund request or chargeback may be initiated before the item has actually been delivered and received. If you have a question or issue regarding your order, please contact us first at info@rosestone-sydney.com rather than initiating a chargeback or refund request directly.

9. Liability

  • We are not responsible for lost parcels where tracking information confirms delivery to the address provided by the customer.

  • Providing an incorrect delivery address is the responsibility of the customer.

  • Any address errors must be reported within 24 hours of placing the order by contacting info@rosestone-sydney.com.