Refund policy

Last Updated: 27 September 2025

This Returns and Refund Policy explains when an Order may be cancelled, when Products may be returned, and when a refund, replacement, reshipment, exchange, price reduction or store credit may be available.

Please read this Policy before placing an Order together with our Terms of Service and Shipping Policy.

Nothing in this Policy excludes, restricts or limits any right or remedy that cannot lawfully be excluded under applicable law. Where mandatory law provides greater protection, that protection will apply.

1. About This Policy

In this Policy, “Rosvia,” “we,” “us,” “our,” and “Company” refer exclusively to Rosvia.

Manufacturers, suppliers, fulfilment providers, warehouses, carriers, payment providers and other service providers used in connection with an Order are separate parties.

This Policy applies to purchases made directly through:

• Rosvia.com;
• An official invoice or payment request issued by Rosvia;
• An authorised Rosvia representative; or
• Another sales channel expressly operated by Rosvia.

Purchases made from independent resellers, clinics, marketplace sellers or other third parties must generally be addressed to the seller from whom the Product was purchased.

This does not affect any product-safety, recall or mandatory legal obligation applicable to Rosvia.

Where an express delivery guarantee or specific shipping commitment has been provided for an Order, the terms of that commitment will also be considered when determining the appropriate resolution.

2. Definitions

Buyer, Customer, you or your:
The individual or legal entity purchasing Products from Rosvia.

Business Buyer:
A Buyer purchasing primarily for purposes connected with their trade, business or profession.

Consumer:
An individual purchasing outside their trade, business or profession where that person qualifies as a consumer under applicable law.

Products:
Goods supplied under an Order, including promotional Products where expressly included as part of the Order.

Order:
A request to purchase Products from Rosvia.

Dispatch:
The physical handover of Products to a carrier or their entry into onward transportation. Order preparation or creation of a shipping label does not necessarily constitute Dispatch.

Delivery:
Physical receipt of the shipment by the Buyer or their designated recipient, subject to applicable law.

Claim:
A request relating to a cancellation, return, refund, replacement, reshipment, exchange, price reduction, store credit or another Order-related problem.

Return Authorisation:
Written instructions issued by Rosvia authorising a return and identifying the relevant Products and return destination.

Original Payment Method:
The payment channel through which Rosvia received payment for the relevant Order.

Business Day:
Monday to Friday, excluding applicable public holidays.

A Product being described as intended for professional use does not, by itself, determine whether a Buyer legally qualifies as a Consumer or Business Buyer.

3. Main Reporting and Processing Periods

The following periods generally apply unless mandatory law provides a longer or different period:

• Cancellation of a standard Order: Contact Rosvia immediately and preferably before Dispatch.
• Incorrect, missing or visibly damaged Product: Report within 14 calendar days after Delivery.
• Hidden or subsequently discovered defect: Report promptly after discovery.
• Eligible statutory EU Consumer withdrawal: Generally notify Rosvia within 14 calendar days after receipt.
• Voluntary return of eligible general cosmetics or non-injectable skincare: Request within 30 calendar days after Delivery.
• Approved voluntary return: Normally dispatch within 14 calendar days after Return Authorisation.
• Undelivered shipment: Notify Rosvia within 30 calendar days after Dispatch.
• Initial Claim assessment: Normally within 5–7 Business Days.
• Ordinary approved refund: Normally initiated within 5–10 Business Days after approval.

These commercial reporting periods do not extinguish valid statutory claims or rights that cannot legally be restricted.

Safety concerns should be reported immediately.

4. Buyer Responsibility for Local Regulations

Before ordering, Buyers are responsible for checking whether the relevant Products may lawfully be purchased, imported, possessed and used in their destination country.

Where legally required, the Buyer is responsible for obtaining applicable licences, prescriptions, permits, professional qualifications or other authorisations that fall within the Buyer's responsibility.

The availability of a Product on Rosvia.com, acceptance of payment, availability of a shipping option or acceptance of an Order does not by itself constitute confirmation that the Product has regulatory approval in the Buyer's jurisdiction.

Where fulfilment is affected by missing permissions, inaccurate information or another requirement applicable to the Buyer, Rosvia may, where legally permitted:

• Suspend fulfilment while the matter is investigated;
• Request additional information;
• Cancel an Order where lawful fulfilment cannot reasonably be established; or
• Recover reasonable and documented costs directly caused by the Buyer's failure where permitted by law.

Nothing in this section transfers Rosvia's own legal obligations to the Buyer.

5. How to Submit a Claim

Claims may be submitted through the Rosvia customer account portal or by contacting our support team.

Online Returns and Cancellation Portal

Submit a Return or Cancellation Request

Alternatively, contact:

Email: info@rosvia.com

Where relevant, please provide:

• Order number;
• Purchaser's name;
• Product name and affected quantity;
• A clear description of the issue;
• Delivery date or date the issue was discovered;
• Photographs or videos of the Product;
• Photographs of the external and internal packaging;
• Shipping label;
• Batch or lot number;
• Expiration date, where relevant;
• Relevant carrier or customs correspondence; and
• Your preferred resolution.

Rosvia may request additional information where reasonably necessary to investigate a Claim.

A Claim should be reported promptly even if every supporting document is not yet available.

Submission of a Claim does not automatically mean that a refund, return, replacement, reshipment, exchange or store credit has been approved.

6. Inspection, Evidence and Product Preservation

Inspection on Delivery

Customers should inspect Orders promptly after Delivery.

Check for:

• Incorrect Products;
• Missing Products or quantity discrepancies;
• Leakage, breakage, punctures or crushing;
• Compromised seals;
• Signs of tampering;
• Incorrect batch or expiration information; and
• Other concerns affecting Product identity, integrity or condition.

Before reporting a Product as missing, inspect all internal boxes, protective packaging, insulation and other packing materials.

Some Orders may arrive in separate consignments.

Evidence Requirements

A complete and uninterrupted unboxing video is strongly recommended, particularly for:

• Missing Products;
• Quantity discrepancies;
• Concealed damage; or
• Suspected tampering.

Rosvia may also consider photographs, packing records, parcel weights, carrier information, correspondence and other relevant evidence.

Evidence must be authentic and must not be manipulated or altered in a way that misrepresents the Claim.

Product Preservation and Safety

Where a Product may be damaged, defective, contaminated or otherwise compromised:

• Stop using or distributing it;
• Keep it separate from usable stock;
• Follow the labelled storage conditions;
• Retain relevant packaging;
• Do not alter, relabel or resell the Product; and
• Contact Rosvia for further instructions.

Where immediate disposal is required for safety or legal reasons, preserve appropriate photographic or documentary evidence where reasonably possible.

7. Cancellation Before Dispatch

Customers may request cancellation of a standard Order before Dispatch.

A cancellation request should include:

• Order number;
• Purchaser's name;
• Email address associated with the Order; and
• A clear statement requesting cancellation.

Rosvia will make reasonable efforts to stop fulfilment.

Orders may move rapidly through preparation and transportation, and tracking information may become available after the shipment has already entered onward transportation.

Where Rosvia successfully cancels an entire Order before Dispatch, amounts paid for the cancelled Products and charges for services that will no longer be provided will be refunded as applicable.

This commercial cancellation procedure does not restrict any statutory withdrawal right that may separately apply.

8. Cancellation After Dispatch

Once Products have been Dispatched, standard pre-Dispatch cancellation is no longer available.

The Order will instead be assessed under the applicable provisions concerning:

• Statutory withdrawal;
• Voluntary returns;
• Incorrect Products;
• Missing Products;
• Damaged or defective Products;
• Failed Delivery; or
• Applicable shipping guarantees.

Refusing a shipment or failing to collect it does not automatically constitute a valid cancellation.

Customers should contact Rosvia directly.

Special conditions may apply to personalised Products, specially manufactured Products, dedicated procurement arrangements or other individually agreed business Orders.

9. Order Changes and Cancellation by Rosvia

Before Dispatch, Customers may request changes to:

• Products;
• Quantities;
• Recipient information;
• Delivery address; or
• Shipping method.

Changes depend on availability, operational feasibility, regulatory requirements, price differences and written confirmation from Rosvia.

Rosvia may refuse or cancel an Order where permitted by law or contract, including where:

• Payment cannot be verified;
• Lawful supply cannot reasonably be established;
• Fraud or unauthorised payment is reasonably suspected;
• Required eligibility checks cannot be completed; or
• Fulfilment becomes impossible.

Where Rosvia cancels an Order, amounts properly due for cancelled Products or services not provided will be refunded.

10. Incorrect Products and Missing Items

Incorrect Products

If you receive a Product materially different from your confirmed Order, notify Rosvia within 14 calendar days after Delivery.

Retain the Product and relevant packaging while the Claim is investigated.

Where an error by Rosvia is confirmed, an appropriate resolution may include:

• Supply of the correct Product;
• Replacement;
• Refund; or
• Another agreed remedy.

Rosvia will cover reasonable necessary shipping costs required to correct a confirmed fulfilment error.

Customer Ordering Errors

Ordering the wrong Product, variation, strength, quantity or pack size does not constitute a fulfilment error by Rosvia.

Before Dispatch, we will assess whether the Order can be corrected. After Dispatch, eligibility will depend on the applicable statutory or voluntary return provisions.

Missing Products

Before submitting a missing-item Claim, inspect all packaging and determine whether the Order was divided into separate shipments.

Where a paid Product is confirmed as missing, Rosvia will provide the missing quantity or another appropriate remedy.

Customers will not be charged additional shipping for Rosvia to correct a confirmed omission.

Promotional and Complimentary Products

Where a complimentary or promotional Product was expressly included as part of an accepted Order, Rosvia will investigate a confirmed omission and determine an appropriate resolution.

Complimentary Products do not necessarily have an independent cash refund value.

11. Damaged Products

Visible damage should be reported within 14 calendar days after Delivery.

Provide photographs or video showing, where relevant:

• External packaging;
• Shipping label;
• Internal protective packaging;
• Affected Product; and
• Nature and extent of the damage.

Minor cosmetic damage to an external shipping carton does not necessarily establish that the Product itself is damaged.

Assessment may consider:

• Product packaging;
• Seal integrity;
• Labelling;
• Safety;
• Product condition; and
• Intended professional use.

Where damage for which Rosvia is responsible is confirmed, an appropriate refund, replacement or other applicable remedy will be provided.

12. Defective Products, Performance Concerns and Safety Issues

A Product may be considered non-conforming where, for example, it:

• Materially differs from its contractual description;
• Does not meet an expressly agreed specification;
• Has a substantiated manufacturing defect;
• Has compromised packaging affecting safety or integrity;
• Has a substantiated authenticity concern; or
• Otherwise fails applicable legal conformity requirements.

Hidden defects should be reported promptly after discovery.

Rosvia may request relevant information concerning storage, handling and use and may consult the manufacturer, supplier, carrier or another qualified party.

Product Performance

An unexpected professional-use or treatment outcome does not, by itself, establish that a Product is defective.

Likewise, the fact that a concern arose after the Product was opened or used does not automatically establish that the Customer caused the issue.

Claims will be assessed on the available evidence.

Safety Concerns

Suspected safety issues should be reported immediately.

Affected Products should not continue to be used or distributed while a serious safety concern is being investigated.

Rosvia will cooperate with applicable product-safety investigations, corrective actions and recalls where required.

13. Statutory Consumer Withdrawal

This section applies only where the transaction qualifies for a statutory withdrawal right under applicable law.

For eligible EU distance purchases, Consumers generally have 14 calendar days to notify Rosvia of their decision to withdraw from the contract without providing a reason.

The applicable period generally begins after the Consumer or their designated recipient receives the relevant goods.

A Consumer may notify Rosvia before Delivery.

A clear withdrawal statement may be submitted through our contact channels.

A valid statutory withdrawal notification does not depend upon discretionary approval by Rosvia.

Returning Products Following Withdrawal

Where a statutory withdrawal applies, Products should generally be returned within 14 calendar days after notification, unless Rosvia arranges collection or another legally applicable arrangement applies.

Contact Rosvia for the appropriate return destination.

Refund Following Withdrawal

Where a statutory withdrawal is valid, Rosvia will reimburse amounts legally due within the applicable statutory period.

Where permitted by law, Rosvia may withhold reimbursement until the Products are received or evidence of return is provided.

Refunds will ordinarily be made through the Original Payment Method unless another method is expressly agreed.

Statutory Exceptions

Applicable law may exclude withdrawal rights for certain Products, including, depending on the circumstances:

• Sealed Products unsuitable for return for health-protection or hygiene reasons after being unsealed;
• Products liable to deteriorate or expire rapidly; and
• Products manufactured to Customer specifications or clearly personalised.

The applicability of an exception will be determined according to applicable law.

14. Voluntary 30-Day Returns

In addition to applicable statutory rights, Rosvia offers a 30-calendar-day voluntary return period after Delivery for eligible general cosmetics and non-injectable skincare Products only.

This voluntary policy applies to eligible change-of-mind returns and Customer ordering errors.

To qualify, the Product must generally remain:

• Unopened;
• Unused;
• Unaltered;
• Undamaged;
• Uncontaminated;
• In its original packaging;
• With all applicable seals intact;
• Within its expiration period;
• Properly stored; and
• Eligible for lawful resale.

Prior written Return Authorisation is required for voluntary returns.

Unless otherwise agreed, an approved voluntary return should normally be dispatched within 14 calendar days after Return Authorisation.

Reasonable return shipping, customs and other disclosed costs associated with a voluntary return are the responsibility of the Customer unless otherwise agreed or required by law.

15. Products Excluded from Voluntary Returns

Because of product integrity, safety, traceability and storage considerations, Rosvia's voluntary change-of-mind return programme does not apply to:

• Botulinum toxin Products;
• Dermal fillers;
• Injectable skin boosters;
• Other injectable Products; or
• Sterile professional-use Products.

These Products are excluded from Rosvia's voluntary change-of-mind return programme even where unopened, unused or sealed.

Eligible general cosmetics and non-injectable skincare Products may also be excluded where they are:

• Opened or used;
• Punctured or altered;
• Missing original packaging;
• Subject to a broken security seal;
• Contaminated;
• Improperly stored;
• Mixed, diluted or reconstituted;
• Personalised or specially manufactured;
• Damaged after Delivery; or
• Otherwise incapable of safe and lawful resale.

Temperature-sensitive Products may also be excluded from voluntary returns where their storage history and integrity cannot reasonably be verified.

These exclusions apply to Rosvia's voluntary return programme. They do not remove mandatory statutory rights or remedies concerning incorrect, damaged, defective or otherwise non-conforming Products.

16. Product Shelf Life and Expiration

Unless a different shelf life is expressly disclosed and agreed before purchase, Products should be supplied with more than three months of remaining shelf life at Delivery.

Where a longer remaining shelf life is important for bulk purchasing, resale or planned professional use, Customers should request confirmation before ordering.

Notify Rosvia promptly where:

• A Product is already expired upon Delivery;
• Its remaining shelf life is shorter than expressly agreed; or
• Expiration information appears incorrect or misleading.

A Product expiring after remaining in the Customer's possession does not, by itself, create entitlement to a refund where the Product complied with the Order when delivered.

Customers remain responsible for appropriate storage following Delivery.

17. Return Instructions and Inspection

Do not return Products without obtaining the appropriate return instructions.

Return instructions may specify:

• Products and quantities authorised for return;
• Return reference;
• Return destination;
• Packaging requirements;
• Storage requirements;
• Documentation;
• Shipping arrangements; and
• Applicable deadline.

Rosvia's business address is not automatically the return address.

Returned Products may be inspected for:

• Identity;
• Quantity;
• Condition;
• Packaging;
• Seal integrity;
• Storage integrity; and
• Compliance with applicable return conditions.

Inspection procedures will not be used to override mandatory legal refund deadlines.

18. Refund Amounts and Deductions

Depending on the circumstances and applicable law, an approved refund may include:

• The amount actually paid for affected Products;
• Refundable taxes collected by Rosvia; and
• Shipping or other charges that are refundable under the applicable Order or law.

Discounted Products are refunded based on the amount actually paid.

An issue affecting one Product does not automatically entitle the Customer to a refund for unaffected Products unless applicable law or the circumstances require a broader remedy.

Any permitted deduction will be based on the applicable return category and applicable law.

Rosvia will not deduct costs attributable to its own confirmed fulfilment error.

19. Refund Method and Timing

Approved monetary refunds will ordinarily be issued through the Original Payment Method.

Where the Original Payment Method is unavailable, Rosvia may arrange another lawful refund method following appropriate verification.

For ordinary commercial refunds, Rosvia normally initiates the refund within 5–10 Business Days after approval.

Where applicable law imposes an earlier deadline, that deadline takes priority.

The time required for refunded funds to appear in an account may depend on the relevant bank, card issuer, payment provider and currency.

Incorrect banking information provided by the Customer may delay a refund. A failed transfer does not, by itself, eliminate an otherwise valid refund obligation.

20. Replacements, Reshipments and Exchanges

Rosvia may offer a replacement, reshipment or exchange where lawful, available and appropriate.

Where Rosvia confirms its own fulfilment error, the Customer will not be charged additional reasonable shipping costs required to correct that error.

Where an agreed replacement cannot be supplied, Rosvia will provide the refund or other remedy required by applicable law.

A materially different Product or store credit will not replace a monetary refund to which a Customer is legally entitled without the Customer's agreement.

Voluntary exchanges are subject to the same Product eligibility requirements and exclusions applicable to voluntary returns.

21. Delivery Delays

Estimated delivery times are provided for guidance unless Rosvia has expressly provided a specific delivery guarantee.

Delivery may be affected by:

• Carrier disruptions;
• Customs clearance;
• Border inspections;
• Import procedures;
• Regulatory checks;
• Weather;
• Strikes;
• Transport disruption;
• Incorrect Customer information;
• Local delivery restrictions; or
• Events beyond reasonable control.

Where an express delivery guarantee applies to an Order, the Claim will also be assessed according to that guarantee.

22. Undelivered Shipments and Customs Claims

Customers should report an undelivered shipment within 30 calendar days after Dispatch.

A delayed shipment is not automatically considered lost.

Where a shipment is lost, returned, refused by authorities or otherwise cannot be delivered, Rosvia may review:

• Tracking information;
• Delivery records;
• Selected shipping service;
• Any applicable delivery guarantee;
• Carrier investigation;
• Customs information;
• Fulfilment records; and
• Whether either party failed to satisfy an applicable obligation.

Where Rosvia remains responsible for an undelivered Order, Rosvia will provide the remedy required by the applicable Order terms and law.

Where costs arise directly from a Customer's failure to satisfy an obligation applicable to them, such costs may only be recovered or deducted where justified, documented and legally permitted.

Rosvia will not require repeated unsuccessful reshipments where a monetary refund is legally required.

23. Refused, Unclaimed or Returned Shipments

Where a shipment is:

• Refused;
• Unclaimed;
• Returned because of an incorrect or incomplete address; or
• Undeliverable because of a Customer's action or omission,

the circumstances will be investigated before determining the appropriate refund or other resolution.

Where legally permitted and appropriately documented, costs directly resulting from the Customer's failure may be deducted, including relevant:

• Return transportation;
• Customs charges;
• Storage costs;
• Carrier charges; and
• Handling costs.

Mandatory statutory rights remain unaffected.

24. Store Credit

Store credit may be issued:

• Where expressly agreed with the Customer;
• As a promotional benefit; or
• Where otherwise expressly permitted under the applicable Order terms and law.

Rosvia will not impose store credit instead of a monetary refund where the Customer is legally entitled to a monetary refund.

Where store credit is issued, Rosvia will identify its:

• Value;
• Permitted use;
• Applicable restrictions; and
• Expiration, where legally permitted.

25. Duplicate Payments and Duplicate Orders

Duplicate Payments

Confirmed duplicate payments for the same Order will be refunded unless the Customer expressly agrees to another lawful resolution.

Duplicate Orders

Where apparently duplicate Orders are placed, Rosvia may process one Order and temporarily place the second Order on hold while seeking Customer confirmation.

Where appropriate, Rosvia may cancel a confirmed duplicate Order before Dispatch.

Customers should contact Rosvia as soon as possible after discovering a duplicate Order or payment.

26. Medical and Professional-Use Disclaimer

Products sold through Rosvia.com are intended for professional use where required by applicable law.

Rosvia does not provide:

• Medical advice;
• Diagnosis;
• Treatment recommendations;
• Dosing guidance;
• Administration instructions; or
• Individual clinical advice.

Buyers are responsible for ensuring that Products are purchased, possessed, stored, handled and administered by appropriately qualified persons in accordance with applicable law.

To the fullest extent permitted by law, Rosvia is not responsible for injury, loss or damage resulting from misuse, improper storage, unauthorised administration or improper handling.

Nothing in this section excludes liability that cannot legally be excluded.

27. Promotional Sales and Complimentary Offers

Unless expressly stated otherwise:

• Promotional codes must be successfully applied in accordance with their stated conditions;
• Retroactive discounts are not ordinarily applied after completion of an Order;
• Promotional availability remains subject to stock;
• Promotion-specific terms may apply; and
• Complimentary Products and gifts are governed by the conditions of the applicable promotion.

A promotion does not remove statutory rights relating to defective, damaged, incorrect or otherwise non-conforming Products.

Where promotional Products are eligible for a refund, the refund is based on the amount actually paid.

28. Reviews and Customer Content

Customers are encouraged to submit honest and accurate feedback.

Content may be moderated or removed where it contains unlawful material, personal information belonging to another person, spam, abusive material, fraudulent content or content otherwise violating applicable rights or platform rules.

Where Customers submit photographs, videos, testimonials or reviews for publication, Rosvia may use such content in accordance with the licence granted at submission and applicable privacy and intellectual-property law.

29. Fraudulent or Abusive Claims

Rosvia may investigate Claims where there is reasonable evidence of:

• Fraud;
• Deliberately altered evidence;
• Intentional misrepresentation;
• Repeated unsupported Claims;
• Abuse of refund or return procedures; or
• Improper payment disputes.

Additional reasonable evidence may be requested.

A disputed Claim or insufficient evidence does not automatically mean that a Claim is fraudulent.

Where Rosvia declines or reduces a Claim, the principal reason will be communicated where appropriate.

Nothing in this section prevents a Customer from exercising a lawful payment dispute or mandatory legal right.

30. Claim Review and Decisions

Rosvia normally acknowledges or begins assessing a Claim within 5–7 Business Days.

More complex Claims may require additional investigation involving carriers, manufacturers, suppliers, fulfilment partners or other relevant parties.

Where additional information is required, Rosvia may request it and provide a reasonable period for response.

If no response is received for 14 calendar days, Rosvia may mark the Claim administratively inactive.

Administrative closure does not extinguish a mandatory legal right that remains valid.

Internal investigations, manufacturer assessments or carrier investigations do not extend mandatory statutory refund or remedy deadlines.

Where a Claim is declined or reduced, Customers may request reconsideration and submit additional relevant evidence.

31. Statutory Rights

Nothing in this Policy excludes, restricts or limits mandatory rights or remedies that cannot lawfully be excluded.

Where any provision conflicts with applicable mandatory law, the mandatory requirement applies to the extent of that conflict.

32. Changes to This Policy

The version of this Policy available when an Order is placed will generally govern that Order unless:

• Applicable law requires otherwise; or
• Rosvia and the Customer expressly agree otherwise.

Rosvia may update this Policy for future transactions to reflect legal, regulatory, operational or commercial changes.

Updates will not retrospectively remove rights already attached to an existing Order.

This Policy operates together with Rosvia's Terms of Service, Shipping Policy, Regulatory & Compliance information and any expressly agreed Order-specific terms.

33. Contact Rosvia

For returns, refunds, cancellations, replacements or Order-related Claims, please contact:

Rosvia
Website: Rosvia.com
Email: info@rosvia.com

Please include your Order number whenever relevant.

Do not return Products to Rosvia's business address unless specifically instructed to do so. The business address is not automatically the return address.

Appendix A — Consumer Withdrawal Form

This optional form may be used where you wish to exercise an applicable statutory Consumer withdrawal right. You may instead provide another clear statement communicating your decision to withdraw.

To: Rosvia
Email: info@rosvia.com

I/We hereby give notice that I/we wish to withdraw from my/our contract concerning the following Products:

Order number: ___________________________

Product(s): ______________________________

Order date: ______________________________

Date received: ___________________________

Customer name: ___________________________

Customer address: ________________________

Customer email: __________________________

Date of notice: __________________________

Signature (only where submitted on paper): ___________________________