REFUND POLICY
Returns & Refunds Policy
Dear Rosa
Last updated: 11 October 2026
At Dear Rosa, we want you to be happy with your purchase. If something isn't right with your order, please get in touch and we'll do our best to help.
This policy explains how we handle change-of-mind returns, faulty or damaged products, incorrect orders and refunds.
1. Change-of-Mind Returns
We understand that sometimes a purchase may not be quite what you expected.
We accept change-of-mind return requests for eligible non-personalised products within 30 days of delivery, provided the product:
Is unused and in its original condition.
Is returned with any original packaging, where reasonably available.
Has not been damaged through use or handling beyond what is reasonably necessary to inspect it.
Please contact us before returning an item so we can provide instructions.
If your return is approved, we will refund the purchase price of the eligible product to your original payment method once the returned item has been received and assessed.
For change-of-mind returns, the customer is responsible for the cost of return postage. Original delivery charges are not refundable for change-of-mind returns.
2. Personalised Products
Products customised with a name or other personalisation are not eligible for change-of-mind returns.
We encourage customers to carefully check their personalisation details before placing an order, including spelling and capitalisation.
However, this exclusion does not affect your rights under Australian Consumer Law. If a personalised product is faulty, damaged, incorrectly personalised due to an error on our part, or otherwise fails to meet applicable consumer guarantees, you may be entitled to a repair, replacement or refund, as appropriate.
3. Faulty, Damaged or Incorrect Products
We take care when preparing orders, but occasionally something may go wrong.
If your product arrives damaged, has a fault, differs significantly from its description, or is not what you ordered, please contact us as soon as reasonably possible.
Please include:
Your order number.
A description of the problem.
Photographs of the product or packaging, where helpful.
We will assess the issue and work with you to provide an appropriate remedy under Australian Consumer Law.
Depending on the circumstances, this may include a repair, replacement or refund. Where a product has a major failure, you may be entitled to choose a refund or replacement.
If a return is necessary because of a fault, damage or an error on our part, we will advise you on the return arrangements and cover reasonable return costs where required by law.
4. Refunds
Approved refunds will generally be processed to the original payment method.
Please allow time for the refund to be processed by your payment provider or financial institution.
For change-of-mind returns, refunds are subject to the eligibility requirements in Section 1.
For faulty or incorrect products, the remedy provided will depend on the nature of the problem and your rights under Australian Consumer Law.
5. How to Request a Return
To discuss a return, refund or problem with an order, please contact us using the details below.
Please include your order number and explain how we can help. We'll respond with the next steps.
Email: hello@dearrosa.com.au
Please wait for our return instructions before sending an item back.
6. Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law or other applicable laws.
7. Contact Us
If you have any questions about this policy or need assistance with an order, please contact:
Dear Rosa
Email: hello@dearrosa.com.au
Website: https://www.dearrosa.com.au
We're happy to help.