Refund and Exchange Policy

Our jewelry products are made to order just for you! We do not offer refunds. If you have any issues with your order, please contact our support team, who'll be happy to assist you!

At Rosavine, we take pride in crafting jewelry products that are personalized for each customer. Because of this, we have specific policies regarding refunds, exchanges, and remakes. Please read the information below to fully understand our policies.

Returns and Exchanges

Due to the personalized nature of our products, we generally do not accept returns or exchanges. However, if your item is defective or damaged, we will be happy to assist you with a remake.

Extenuating Circumstances

We understand that there may be rare cases where a customer may request a refund due to extenuating circumstances. In such cases, the customer should contact our support team and provide a photo showing the issue, if possible. We encourage you to contact our support team with this information to discuss your concerns.

Remakes for Order Issues

If there are problems with orders, we can offer remakes under certain circumstances at our discretion. If the order falls under the following conditions, you may request a remake:

  • The item itself, an attachment, or the box arrived damaged or should not have passed quality assurance (QA). We will only resend the damaged parts of the order. For example, if a chain or box is damaged, we would resend the chain or box on its own.
  • The artwork received is incorrect, or the wrong item was received.
  • If a message card is wrong or damaged, we would resend the message card only.
  • For products that may have been received with the wrong design or product, Support Services must receive a video of the product and the package it was received in. If we do not receive this information, your request for a remake will be denied.
  • The item has been stuck in transit for an unreasonable amount of time. "Unreasonable" depends on the circumstances and requires investigation. For example, some countries take longer to process packages at customs, and waiting for multiple weeks can be common during busy periods.

All orders must have Package Protection to claim a remake for items marked as delivered but reported missing.

Terms for Remakes

The following terms apply to remakes:

  1. Damaged or Poor QA:

    • The item must show as delivered.
    • The latest claim time is 30 days after delivery for US orders and 60 days for orders traveling outside the US.

  2. Tarnished Products: Remakes for tarnished products may be denied if care instructions are not followed.

  3. Lost or Stuck in Transit:

    • Orders that have had no movement for 30 days (or 15 days if within the EU) from the date shipped can be reviewed for possible approval for a one-time remake at the discretion of management.
    • Items in customs and showing as in clearance still need more time before being deemed lost, as customs can take a while in some countries.

Shipping Costs for Returns

Customers will be responsible for any shipping costs associated with returning items unless the return is due to a defective or damaged product.

Order Cancellations and Changes

Once an order is placed, we start processing it quickly. If you need to make changes to your order or wish to cancel it, please contact us immediately. We will do our best to assist you if the item is still in production.

Agreement to Policy

By making a purchase with us, you agree to this policy. This policy applies to all products and services offered by Rosavine.

Legal Statement

This refund and exchange policy is in compliance with local consumer protection laws.

How to Contact Us

For any issues related to your order, including requests for replacements or order modifications, please reach out to our support team via email at support@rosavine.com. Our customer support team is available Monday to Friday, 9 AM to 5 PM EST. We’re here to help and ensure your satisfaction with our products!

Policy Updates

Please note that this policy may be subject to change at any time without prior notice. We recommend checking back regularly to stay informed of any updates to our refund and exchange policy.