Our customers’ satisfaction is very important to us. The manufacturing, packaging and delivery process of our products are monitored and we try to ensure that the Rooftop Rose promise of quality is always kept. However if your purchase from our online store is damaged or faulty upon receipt, you can either request a full refund or exchange for a replacement product of the same value. Please contact info@rooftop-rose.com for more information.

To request a full refund or exchange, please notify us by email within 14 days of receiving your order. Please state whether you would like a full refund or exchange and quote your order confirmation number, the product name, your full name, email address, phone number and delivery address to info@rooftop-rose.com. 

Only unopened products that are in the original packaging will be eligible for refund or exchange.

Approved refunds will be credited to the original payment method used during the original transaction within 30 days and will exclude shipping costs.

We recommend that items are returned to us via a recorded delivery service to ensure that they are protected and insured during transit.

If you fail to meet these terms and conditions, the product(s) will be returned to you and you will not receive a refund nor be eligible for an exchange.

Please note that you may be asked to show proof of age upon delivery of your order.