Refund / Return Policy
Return & Refund Policy
Last Updated: September 17, 2026
This policy applies to purchases made from Roselyva, operated by Shanxi Liu Shuiming Technology Co., Ltd.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
1. Cancelling an Order Before Shipment
If you wish to cancel an order, email support@roselyva.com as soon as possible and include your order number.
If we are able to cancel the order before it enters fulfillment or is dispatched, the cancelled amount will be refunded.
Once a parcel has been dispatched, it may no longer be possible to stop the shipment. Any statutory cancellation or return rights that apply to you remain available.
2. 14-Day Return Request Period
For eligible voluntary change-of-mind returns, please contact us within 14 calendar days after delivery.
Your request should include your order number and identify the item you wish to return.
After contacting us, we will provide the applicable return instructions and return destination.
Do not mail a product to our company address, a fulfillment warehouse, manufacturer, or address printed on the original parcel unless we specifically identify that location as the correct return address.
3. Condition of Returned Products
For a voluntary change-of-mind return, the product should be:
- Unused and not applied;
- Unopened where opening affects hygiene or resale suitability;
- In its original packaging;
- Complete with any seals, labels, accessories, and included items.
Because Roselyva sells personal-care and hair-styling products, products that have been opened, used, sprayed, applied, tested, contaminated, or otherwise made unsuitable for resale may not qualify for a voluntary return where applicable law permits such a restriction.
This condition does not remove rights relating to products that are faulty, unsafe, damaged, incorrectly supplied, or materially different from their description.
4. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, leaking, contaminated, or different from the item ordered, contact support@roselyva.com promptly.
Please provide your order number and reasonable supporting information, such as photographs of the product, packaging, and delivery label where available.
Do not continue using a product if you believe it may be unsafe or contaminated.
If the problem is our responsibility, we will provide an appropriate remedy in accordance with applicable law, which may include replacement, refund, or another legally required remedy.
5. Return Shipping Costs
For an eligible voluntary change-of-mind return, the customer is responsible for direct return shipping costs where this has been disclosed and applicable law allows it.
If the return results from a defective, damaged, or incorrect product for which Roselyva is responsible, we will arrange or reimburse reasonable necessary return shipping where required.
Please retain proof of postage.
For spray, liquid, pressurized, leaking, or otherwise carrier-restricted products, contact us before shipping. Certain carriers may impose specific transportation rules.
6. Refunds
Once an eligible return is received and reviewed, we will notify you of the refund status.
Approved refunds will normally be issued to the original payment method unless another lawful arrangement is agreed.
The time required for a refunded amount to appear in your account depends on your bank, card issuer, payment service, and applicable payment network.
Roselyva does not charge an additional fee simply for processing an approved refund.
Where applicable consumer law requires a refund of standard outbound delivery charges following a statutory withdrawal, we will provide the refund required by that law.
7. Exchanges
Where a direct exchange is not available, you may return an eligible product in accordance with this policy and place a new order for the product or option you prefer.
If the item originally supplied was incorrect or defective, please contact us before placing another order so that we can arrange the appropriate remedy.
8. Promotions and Discounted Products
A promotional or discounted price does not by itself remove return eligibility or mandatory consumer rights.
Any special final-sale restriction will apply only where clearly disclosed before purchase and legally permitted.
9. Statutory Consumer Rights
Customers in some jurisdictions may have additional rights, including cooling-off periods, guarantees, remedies for defective goods, or specific refund deadlines.
Where mandatory law gives you greater protection than this policy, the mandatory legal protection applies.
10. Return Contact
Company Name: Shanxi Liu Shuiming Technology Co., Ltd.
Company Address: Room 1124, Unit 41, Building 36, Taitie Bailongyuan, Honggou Road, Yingze Subdistrict, Yingze District, Taiyuan City, Shanxi Province, China
Contact Information: +86 15535100864