Refund policy
1. Delivery areas and costs
We currently deliver to the countries below. Delivery is free on orders over £45, and on any order of the « Buy 2 +2 free » and « Buy 4 +2 free » offers.
| Destination | Carrier | Cost (orders under £45) | Estimated time |
|---|---|---|---|
| United Kingdom (England, Scotland, Wales, Northern Ireland) | Tracked delivery | £3.99 | 7–14 working days |
| France, Monaco, Belgium, Luxembourg, Germany, Italy, Spain, United States | Tracked delivery | Shown in your basket | 5–14 working days |
Exact costs are always shown in your basket before payment. Orders are shipped from France: for UK deliveries, prices include VAT and no import charges are payable on delivery. [To be confirmed: UK VAT registration or Shopify Markets set-up.]
2. Processing and delivery times
Your order is prepared and handed to our logistics partner, who ships it with a tracking number. The times shown are average times between ordering and delivery, in working days (Monday to Friday, excluding public holidays).
These times are estimates and may be longer during busy periods (Black Friday, the festive season) or in the event of outside circumstances (strikes, bad weather). By law, if your order hasn't been delivered within 30 days of the order date, you can cancel your purchase and be refunded.
The 10-Minute Gua Sha Ritual e-book is sent by email, straight after you order, as a PDF. Remember to check your spam folder.
3. Tracking your parcel
As soon as your order is dispatched, you'll receive an email with your tracking number and a link to the carrier's website. You can also track your order at any time from the Track my order page.
Your parcel is delivered through your letterbox if it fits. If you're out, a card tells you where to collect it, usually within 10 days.
4. Receiving your parcel and damaged parcels
When your parcel arrives, check its condition. If it's visibly damaged, opened or incomplete, you can note this with the delivery driver and let us know within 3 days at info@roselyse.fr, with a photo of the parcel and its contents. We'll send the item again or refund you, at no cost.
Parcel shown as delivered but can't find it? Check with your neighbours, then contact us: we'll open an investigation with the carrier and find a solution.
5. Right to cancel (14 days)
You have 14 days from receipt of your order to cancel, without giving a reason and without any penalty (Articles L221-18 et seq. of the French Consumer Code; equivalent to the UK Consumer Contracts Regulations 2013). Simply tell us your decision with a clear statement (email to info@roselyse.fr) or use the model form in our terms and conditions of sale.
You must then send the product back no later than 14 days after telling us of your decision. The direct cost of returning it is paid by you, unless the product is faulty or we made a mistake.
6. 60-day money-back guarantee
Beyond the legal period, Roselyse offers you a 60-day money-back guarantee from receipt. Try the ritual morning and evening at home: if it's not for you, send it back, even if used, and we'll refund the price of the returned items.
- The gua sha must be returned cleaned, complete and in good condition (not broken or chipped from a fall; normal wear accepted). The free gifts (spa headband, towelling wristbands, face roller set) are yours to keep.
- You keep the e-book, even if you return the gua sha.
- For « buy one, get one free » offers, the refund is based on the amount actually paid: return all the gua sha in the offer for a full refund.
- This guarantee is in addition to your statutory rights and does not replace them.
7. Returns step by step
- Email us at info@roselyse.fr with your order number and the items you're returning (a reason is optional).
- Within 24 working hours, you'll receive the return address and instructions.
- Pack the gua sha carefully, ideally in its original packaging: it doesn't like knocks.
- Send the parcel using a tracked service and keep your proof of postage.
- Get your refund as soon as we've received and checked your return.
8. Refunds
Refunds are made within 5 working days of receipt of your return, and no later than 14 days after you tell us you're cancelling (we may wait until we've received the product or proof of postage). The refund goes to the payment method used for the order, at no cost. Depending on your bank, it will appear in your account within a few days.
If you cancel the whole order, the original delivery cost (based on standard delivery) is also refunded.
9. Exchanges
The Roselyse gua sha comes in a single model, in pink: there are no size or colour exchanges. If you're unsure about the moves, contact us before returning it: we'll guide you step by step, and you can always use the 60-day guarantee.
10. Faulty products and statutory rights
All our products are covered by the legal guarantee of conformity for 2 years from delivery. If there's a defect (gua sha arrived cracked, chipped or with a sharp edge…), email us a photo: we'll repair, replace or refund the item at no cost to you. Full details are in our terms and conditions of sale.
11. Special cases
- Incomplete or incorrect address: if the parcel comes back to us, we'll contact you to send it again (re-delivery charges may apply).
- Parcel not collected from the pick-up point: it's returned to us; we'll contact you to send it again or refund you.
- Need to change your order? Email us as soon as possible, before dispatch, and we'll sort it out.
Information for UK customers
Orders are shipped from France. For orders of £135 or less, UK VAT is included in the price and nothing more is payable on delivery. On top of our 60-day money-back guarantee, you have a 14-day right to cancel (Consumer Contracts Regulations 2013) and your statutory rights under the Consumer Rights Act 2015, including a 30-day right to reject faulty goods (see Article 20 of our Terms).