Return and Refund Policy

ROSE ALOTAIBI LTD

RETURNS & REFUNDS

Effective Date: November 2024

Last Updated: October 2026

This Returns & Refunds Policy (“Policy”) governs cancellations, returns, refunds, exchanges and related remedies in respect of qualifying purchases made from Rose Alotaibi Ltd through the official Rose Alotaibi website.

This Policy should be read together with our Terms and Conditions of Sale, Delivery & Shipping Policy, Privacy Policy and any product-specific, bespoke, made-to-measure, consultation or service terms applicable to the relevant transaction.

Nothing in this Policy excludes, restricts, limits or attempts to waive any statutory consumer right or remedy which cannot lawfully be excluded, restricted or limited.

Where mandatory consumer law applicable to a Customer provides greater protection than this Policy, that mandatory law shall prevail to the extent of the inconsistency.

1. SCOPE AND APPLICATION

1.1 This Policy applies to qualifying consumer purchases made through the official Rose Alotaibi website.

1.2 Different rights and procedures may apply depending upon the nature of the product, including whether it is ready-to-wear, ready-to-ship, bespoke, made-to-measure, custom-made, personalised, jewellery, footwear, fragrance, beauty, hygiene-sensitive or another category of goods.

1.3 A statutory cancellation for change of mind is separate from a statutory claim relating to goods which are faulty, damaged, unsafe, incorrect, misdescribed or otherwise fail to conform to the contract.

1.4 Rose Alotaibi Ltd does not provide a voluntary change-of-mind return period beyond the statutory period required by applicable law.

2. CONTACTING ROSE ALOTAIBI LTD

2.1 All enquiries regarding cancellations, returns, refunds, exchanges, damaged goods or alleged defects should be sent to:

Rose Alotaibi Ltd

Email: clientservices@rosealotaibi.com

Website: rosealotaibi.com

Company Number: 16060510

2.2 Customers should provide their full name, order number, product details and sufficient information to identify the relevant transaction.

2.3 Where a claim concerns damage, incorrect supply, missing components or another alleged defect, Rose Alotaibi Ltd may reasonably request photographs, video, packaging information or other supporting evidence necessary to investigate the matter.

3. STATUTORY CHANGE-OF-MIND CANCELLATION PERIOD

3.1 Where a statutory right to cancel applies to an online or other qualifying distance contract, the Customer may exercise that right within the statutory cancellation period.

3.2 For qualifying UK purchases of goods made at a distance, the cancellation period will ordinarily expire 14 days after the day on which the Customer, or another person nominated by the Customer other than the carrier, obtains physical possession of the goods. 

3.3 Where multiple goods forming part of a single order are delivered on different days, the applicable period may run from receipt of the final relevant item where required by law. 

3.4 A Customer exercising a qualifying statutory change-of-mind right is not required to provide a reason.

3.5 The Customer must communicate the decision to cancel within the applicable statutory timeframe.

4. NO VOLUNTARY RETURNS AFTER THE STATUTORY PERIOD

4.1 Rose Alotaibi Ltd does not offer any additional voluntary change-of-mind return period beyond the statutory period required by applicable law.

4.2 Once the applicable statutory cancellation period has expired, Rose Alotaibi Ltd is not obliged to accept a return, cancellation, refund or exchange solely because the Customer has changed their mind.

4.3 This includes circumstances where the Customer no longer wants the product, has changed their preference, ordered an unsuitable colour or size, no longer requires the item, or otherwise wishes to return a conforming product after expiry of the statutory period.

4.4 Nothing in this Section affects statutory rights relating to goods which are faulty, damaged, unsafe, incorrect, misdescribed or otherwise fail to conform to the contract.

4.5 No conduct, communication or exceptional goodwill gesture by Rose Alotaibi Ltd in an individual case shall create a continuing contractual entitlement, policy or precedent requiring the same treatment in any other case.

5. HOW TO EXERCISE A CANCELLATION RIGHT

5.1 To exercise a qualifying statutory cancellation right, the Customer must provide Rose Alotaibi Ltd with a clear and unambiguous statement confirming the decision to cancel.

5.2 Cancellation notices should be sent to:

clientservices@rosealotaibi.com

5.3 Customers should include their full name, order number and details sufficient to identify the relevant goods.

5.4 Customers should retain evidence of the date on which the cancellation request was sent.

5.5 Where applicable law requires Rose Alotaibi Ltd to make a model cancellation form available, such form will be made available as required.

5.6 Use of the model form is not mandatory where applicable law permits the Customer to exercise cancellation by another clear statement. 

6. RETURN OF GOODS FOLLOWING VALID CANCELLATION

6.1 Where an eligible purchase has been validly cancelled, the Customer must return the relevant goods within the period required by applicable law.

6.2 For qualifying UK distance-sale cancellations, the goods must ordinarily be sent back no later than 14 days after the Customer informs Rose Alotaibi Ltd of the decision to cancel. 

6.3 This return period does not create an additional period in which the Customer may decide whether to cancel. The cancellation itself must have been exercised within the applicable cancellation period.

6.4 Returned goods must be sent in accordance with the return instructions supplied by Rose Alotaibi Ltd.

6.5 Customers must take reasonable care to package returned goods appropriately and securely.

6.6 Customers are strongly advised to retain proof of postage and, where appropriate, use a tracked and insured return service suitable for the value of the product.

7. CONDITION OF RETURNED PRODUCTS

7.1 Customers may examine eligible goods only to the extent reasonably necessary to establish their nature, characteristics and functioning.

7.2 Goods must not be used, worn or handled beyond what is reasonably necessary for such examination.

7.3 Where applicable, returned products should include all original tags, security devices, authenticity tags, labels, accessories, components, certificates, dust bags, garment bags, presentation materials and documentation supplied with the product.

7.4 Products must not be washed, cleaned, altered, repaired, resized, modified or deliberately damaged prior to return.

7.5 Returned products should be free from avoidable staining, makeup, fake tan, deodorant marks, perfume residue, smoke, food residue, hair, excessive lint, scratches, tears, pulls, abrasion, odours or any other evidence of use beyond reasonable examination.

7.6 Original luxury packaging should be preserved and returned where reasonably possible.

7.7 Rose Alotaibi Ltd will not impose any packaging requirement in a manner which unlawfully restricts a statutory cancellation right.

8. DIMINISHED VALUE

8.1 Where permitted by law, Rose Alotaibi Ltd may make an appropriate deduction from a reimbursement where the value of returned goods has been diminished because the Customer handled them beyond what was reasonably necessary to establish their nature, characteristics and functioning.

8.2 Diminution in value may arise from actual wear, staining, washing, alteration, damage, contamination, cosmetic residue, missing components, excessive handling or other deterioration attributable to the Customer.

8.3 Any deduction shall be limited to the amount and circumstances permitted by applicable law. UK regulations expressly permit recovery of diminished value caused by excessive handling. 

9. LUXURY GARMENTS AND OCCASIONWEAR

9.1 Luxury garments, gowns, dresses, suits and occasionwear may be tried on only to the extent reasonably necessary to assess fit, appearance and suitability.

9.2 A product must not be worn to a wedding, ceremony, celebration, event, performance, photoshoot, filming engagement, commercial engagement or other occasion and subsequently represented as unused.

9.3 Evidence of actual wear may be taken into account in assessing diminished value or whether the goods have been handled beyond what was reasonably necessary.

9.4 Nothing in this Section limits statutory remedies in respect of faulty or non-conforming goods.

10. SECURITY, AUTHENTICITY AND RETURN TAGS

10.1 Certain Rose Alotaibi products may be supplied with security, authenticity or return tags.

10.2 Customers should not remove, alter, cut, detach or tamper with such tags until they have decided to retain the product.

10.3 Removal or alteration of such tags may constitute relevant evidence when determining whether a product has been used or handled beyond what was reasonably necessary.

10.4 Removal of a tag does not automatically extinguish a statutory right where applicable law provides otherwise.

11. BESPOKE, MADE-TO-MEASURE, CUSTOM-MADE AND PERSONALISED PRODUCTS

11.1 Goods made to the Customer’s specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights where the applicable legal requirements are satisfied.

11.2 Such products may include bespoke garments, made-to-measure garments, customised gowns, dresses and suits, personalised jewellery, custom-made jewellery, engraving, monogramming, custom embroidery, specially requested alterations and individually commissioned designs.

11.3 Where a qualifying product falls within the applicable made-to-specification or personalisation exception, Rose Alotaibi Ltd is not required to accept cancellation or return solely because the Customer has changed their mind.

11.4 A qualifying bespoke or personalised product may therefore be non-cancellable and non-returnable for change-of-mind purposes from the point permitted by applicable law.

11.5 UK law expressly excludes goods made to the consumer’s specifications or clearly personalised from the ordinary distance-selling cancellation regime. 

11.6 EU rules similarly recognise an exception for qualifying goods made to order or clearly personalised, such as tailor-made goods. 

11.7 Nothing in this Section affects statutory rights where a bespoke, custom-made, made-to-measure or personalised product is faulty, damaged, unsafe, misdescribed or otherwise fails to conform to the contract.

12. CUSTOMER-SUPPLIED OR APPROVED SPECIFICATIONS

12.1 Customers are responsible for carefully checking all measurements, sizing information, names, spelling, engraving, monograms, design selections, colours, materials, stones, finishes, customisation instructions and other specifications submitted or expressly approved by them.

12.2 Where Rose Alotaibi Ltd manufactures a product correctly and in accordance with specifications accurately supplied or expressly approved by the Customer, a subsequent change in preference does not itself constitute a defect or non-conformity.

12.3 Rose Alotaibi Ltd remains responsible for any mistake, manufacturing defect or non-conformity for which it is legally responsible.

13. HYGIENE-SENSITIVE AND SEALED GOODS

13.1 Certain sealed products may be excluded from statutory change-of-mind cancellation rights once unsealed where they are unsuitable for return for health-protection or hygiene reasons and all legal requirements for the exception are satisfied.

13.2 Rose Alotaibi Ltd will rely upon such an exception only where it lawfully applies to the particular product.

13.3 This Section does not affect remedies relating to products which are faulty, unsafe, damaged or misdescribed.

14. FRAGRANCE, BEAUTY AND PERSONAL-CARE PRODUCTS

14.1 Fragrance, beauty and personal-care products supplied with appropriate protective or hygiene seals should remain unopened and unused until the Customer has decided to retain them.

14.2 Where a statutory exception lawfully applies following removal or breaking of an applicable seal, the Customer’s change-of-mind cancellation right may be affected.

14.3 Return eligibility will be assessed by reference to the particular product, packaging and applicable law.

14.4 Statutory remedies relating to defective, contaminated, unsafe, damaged or misdescribed goods remain unaffected.

15. JEWELLERY

15.1 Jewellery must be handled with particular care and returned in a condition consistent with reasonable examination.

15.2 All boxes, certificates, authenticity documentation, accessories, presentation materials and protective components supplied with jewellery should be preserved and returned where reasonably possible.

15.3 Custom-made, engraved, resized or otherwise clearly personalised jewellery may be excluded from statutory change-of-mind cancellation rights where the relevant legal requirements are satisfied.

15.4 Nothing in this Section affects statutory rights relating to faulty or otherwise non-conforming jewellery.

16. FOOTWEAR

16.1 Footwear should be tried on indoors and on a clean, appropriate surface only to the extent reasonably necessary to assess fit.

16.2 Material sole wear, marking, abrasion, damage or deterioration caused by use beyond reasonable examination may result in an appropriate diminished-value assessment where permitted by law.

17. LEATHER, FUR AND NATURAL MATERIALS

17.1 Natural materials may exhibit inherent variations in grain, texture, colour, markings, density, pattern or finish.

17.2 Such natural variation does not automatically constitute a defect.

17.3 Customers retain applicable statutory rights where a product is genuinely faulty, misdescribed or otherwise fails to conform to the contract.

18. INCORRECT PRODUCTS

18.1 Where Rose Alotaibi Ltd supplies a materially incorrect product, the Customer should contact:

clientservices@rosealotaibi.com

18.2 Rose Alotaibi Ltd may request photographs or other reasonable supporting evidence necessary to verify and investigate the issue.

18.3 Where Rose Alotaibi Ltd is legally responsible for supplying an incorrect product, the Customer will receive the remedy required by applicable law.

19. GOODS DAMAGED ON DELIVERY

19.1 Customers are encouraged to inspect delivered goods within a reasonable period following receipt.

19.2 Where a product appears damaged upon arrival, the Customer should notify Rose Alotaibi Ltd as soon as reasonably practicable.

19.3 Customers should retain the goods, packaging, delivery labels and other relevant shipping materials while the matter is investigated.

19.4 Rose Alotaibi Ltd may request photographs, video or other reasonable evidence showing the condition of the goods and packaging.

19.5 Prompt notification assists the investigation but does not extinguish statutory rights which otherwise remain available.

20. FAULTY OR NON-CONFORMING GOODS

20.1 Nothing in this Policy restricts statutory rights or remedies relating to goods which are faulty, not of satisfactory quality, not fit for purpose, not as described or otherwise fail to conform to the contract.

20.2 Applicable remedies may include rejection, repair, replacement, price reduction or final rejection depending upon the circumstances and the law applicable to the transaction.

20.3 Expiry of the statutory change-of-mind period does not extinguish separate statutory rights relating to faulty or non-conforming goods.

20.4 Under EU consumer rules, new goods are generally subject to a minimum two-year legal guarantee for lack of conformity, subject to applicable national rules. 

21. CUSTOMER-CAUSED DAMAGE

21.1 Rose Alotaibi Ltd is not responsible for damage caused after delivery by misuse, negligence, accidental damage, inappropriate storage, unauthorised alterations, improper cleaning, failure to follow care instructions, ordinary wear and tear or other conduct for which Rose Alotaibi Ltd is not legally responsible.

21.2 This Section does not apply where the underlying issue results from a manufacturing defect, lack of conformity or other matter for which Rose Alotaibi Ltd remains legally liable.

22. RETURN SHIPPING COSTS

22.1 For qualifying change-of-mind returns, the Customer may be responsible for the direct cost of returning the goods where the Customer was properly informed of that obligation and applicable law permits it.

22.2 Customers are responsible for taking reasonable steps to package returned products securely and appropriately.

22.3 Where Rose Alotaibi Ltd is legally responsible for reasonable return costs relating to faulty, incorrect or non-conforming goods, those obligations will be met in accordance with applicable law.

Under both UK and EU distance-selling rules, customers can generally be made responsible for return postage for a qualifying change-of-mind cancellation if they were properly informed in advance. 

23. REFUND TIMING

23.1 Where a statutory refund is due, Rose Alotaibi Ltd will make reimbursement within the period required by applicable law.

23.2 Where permitted by law, Rose Alotaibi Ltd may withhold reimbursement until it has received the returned goods or the Customer supplies evidence that the goods have been sent back, whichever occurs first. 

24. REFUND METHOD

24.1 Refunds will ordinarily be issued using the same means of payment used for the original transaction unless another method is expressly agreed and legally permitted.

24.2 Rose Alotaibi Ltd will not impose a fee solely for processing a statutory reimbursement where such a fee is prohibited by law. 

25. ORIGINAL DELIVERY COSTS

25.1 Where applicable law requires reimbursement of the original delivery cost following a qualifying statutory cancellation, Rose Alotaibi Ltd will reimburse the amount required by law.

25.2 Where the Customer selected a more expensive delivery service than the least expensive standard delivery method offered, Rose Alotaibi Ltd may exclude the additional premium amount from reimbursement where permitted by law. 

26. PARTIAL RETURNS

26.1 Where an order contains multiple eligible products, the Customer may return only certain products where legally permitted.

26.2 Any reimbursement will be calculated by reference to the products validly returned together with any delivery-cost obligations required by applicable law.

27. SALE, PROMOTIONAL AND DISCOUNTED PRODUCTS

27.1 Products purchased during a sale, promotion or discount remain subject to mandatory statutory consumer rights.

27.2 A reduced or promotional price does not remove statutory remedies relating to faulty or non-conforming goods.

27.3 The fact that a product was discounted does not itself make that product non-returnable where a statutory cancellation right otherwise applies.

28. EXCHANGES

28.1 Rose Alotaibi Ltd does not provide a general contractual right to exchange a product solely because the Customer has changed their mind.

28.2 Rose Alotaibi Ltd may, at its discretion, agree to an exchange in an individual case where appropriate.

28.3 Any discretionary exchange may be subject to product eligibility, condition, stock availability and other reasonable requirements communicated to the Customer.

28.4 A discretionary exchange does not create an ongoing right or precedent.

28.5 Nothing in this Section affects statutory remedies which may independently require repair, replacement, refund or another remedy.

29. RETURN INSPECTION

29.1 Rose Alotaibi Ltd reserves the right to inspect returned products upon receipt.

29.2 Inspection may include verification of product identity, condition, serial numbers or identifying characteristics, tags, security or authenticity devices, accessories, certificates, packaging and evidence of wear, use, damage, alteration or substitution.

29.3 Rose Alotaibi Ltd may lawfully document the condition of returned goods for fraud prevention, claims management, evidential purposes and dispute resolution.

29.4 No inspection process shall be used to deny a statutory right where applicable law does not permit such denial.

30. COUNTERFEIT, SUBSTITUTED OR ALTERED RETURNS

30.1 Customers must return the same genuine product originally supplied by Rose Alotaibi Ltd.

30.2 A counterfeit, substituted, materially altered, incomplete or different product must not be returned as though it were the genuine item originally supplied.

30.3 Rose Alotaibi Ltd reserves the right to investigate suspected counterfeit substitution, product switching, component removal, deliberate damage or fraudulent return activity.

30.4 Where lawful and appropriate, relevant evidence may be retained and disclosed to payment providers, insurers, professional advisers, regulators, law-enforcement authorities or courts.

31. RETURN FRAUD AND ABUSE

31.1 Rose Alotaibi Ltd reserves the right to investigate suspected fraudulent or abusive return conduct.

31.2 Such conduct may include wardrobing, false damage claims, fabricated non-delivery claims, deliberate product damage, counterfeit substitution, product switching, security-tag tampering or chargeback abuse.

31.3 Where evidence reasonably indicates dishonest or fraudulent conduct, Rose Alotaibi Ltd may take lawful protective or enforcement action.

31.4 Nothing in this Section permits Rose Alotaibi Ltd to interfere with a genuine statutory consumer claim.

32. CHARGEBACKS AND PAYMENT DISPUTES

32.1 Customers retain legitimate rights available through their bank, card issuer or payment provider.

32.2 A chargeback does not itself conclusively determine the contractual rights or liabilities of either party.

32.3 Rose Alotaibi Ltd may respond to a payment dispute by providing lawful supporting evidence, including order information, delivery confirmation, communications, tracking records, return documentation and product-inspection evidence.

33. INTERNATIONAL RETURNS

33.1 International returns may be subject to customs documentation, import procedures and destination-specific requirements.

33.2 Customers should obtain and follow Rose Alotaibi Ltd’s return instructions before dispatching an international return.

33.3 Customers must not knowingly make false or misleading customs declarations in connection with a return.

33.4 Rose Alotaibi Ltd is not responsible for charges or losses arising solely from an incorrect or unlawful customs declaration made by the Customer where Rose Alotaibi Ltd is not legally responsible for them.

33.5 Mandatory consumer rights applicable to an international transaction remain unaffected.

34. EU AND EEA CUSTOMERS

34.1 Where EU or EEA consumer law applies to a transaction, nothing in this Policy is intended to remove, restrict or waive mandatory consumer rights which cannot lawfully be excluded.

34.2 Qualifying distance purchases within the EU generally carry a 14-day withdrawal period, subject to statutory exceptions, including certain made-to-order or clearly personalised products. 

34.3 Where applicable EU or national law provides greater mandatory protection than a provision of this Policy, that mandatory protection shall prevail.

35. OTHER INTERNATIONAL CUSTOMERS

35.1 Consumer laws vary between jurisdictions.

35.2 Where Rose Alotaibi Ltd accepts an order from outside the United Kingdom, this Policy applies subject to mandatory rights and remedies which cannot lawfully be excluded under the law applicable to that transaction.

36. NO ADDITIONAL VOLUNTARY CHANGE-OF-MIND RETURNS

36.1 Rose Alotaibi Ltd does not provide a voluntary return, refund or exchange period beyond the statutory change-of-mind rights required by applicable law.

36.2 After expiry of the applicable statutory cancellation period, a conforming product is not returnable solely because the Customer no longer wants it or has changed their mind.

36.3 Rose Alotaibi Ltd may nevertheless make an exceptional goodwill decision in an individual case at its absolute discretion where lawful.

36.4 Any such goodwill decision shall not amend this Policy, create a precedent or confer an entitlement upon the same or any other Customer in the future.

36.5 This Section does not affect statutory rights relating to faulty, damaged, unsafe, incorrect, misdescribed or otherwise non-conforming goods.

37. NO WAIVER OF STATUTORY RIGHTS

37.1 Nothing in this Policy requires a Customer to surrender a mandatory statutory consumer right.

37.2 Nothing in this Policy excludes or limits any liability, right or remedy where such exclusion or limitation is prohibited by applicable law.

38. CHANGES TO THIS POLICY

38.1 Rose Alotaibi Ltd may amend this Policy from time to time to reflect changes in law, business operations, products, services or return procedures.

38.2 The current version will be published on the official Rose Alotaibi website together with its effective or revision date.

38.3 An amendment shall not retrospectively remove a contractual or statutory right relating to an existing transaction where doing so would be unlawful.

39. RELATIONSHIP WITH OTHER TERMS

39.1 This Policy should be read together with Rose Alotaibi Ltd’s Terms and Conditions of Sale and any other policies or terms expressly incorporated into the relevant transaction.

39.2 Where product-specific, bespoke, made-to-measure or service-specific terms lawfully apply, those terms shall operate together with this Policy.

39.3 Where any contractual provision conflicts with mandatory consumer legislation, mandatory consumer legislation shall prevail to the extent of the conflict.

40. CONTACT INFORMATION

All enquiries concerning cancellations, returns, refunds, exchanges or faulty products should be directed to:

Rose Alotaibi Ltd

24–28 St. Leonard’s Road

Windsor

England

SL4 3BB

Email: clientservices@rosealotaibi.com

Website: rosealotaibi.com

Company Number: 16060510

© 2026 Rose Alotaibi Ltd. All Rights Reserved.