Política de envío

Last Updated: 27 September 2026

This Shipping Policy explains how Rosvia processes, dispatches and delivers Orders, the shipping services available, and the responsibilities associated with each service.

Please read this Policy together with our Terms and Conditions and Returns and Refund Policy before placing an Order.

Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded. Any express delivery guarantee or shipping commitment purchased as part of an Order remains applicable according to its stated terms.

1. About This Policy

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

This Policy applies to Orders placed through Rosvia.com or another authorised Rosvia sales channel.

Shipping availability, charges and estimated delivery times may depend on:

• The destination country;
• The Products and quantities ordered;
• Product-specific transport or handling requirements;
• The fulfilment location;
• The selected shipping service; and
• Applicable regulatory or logistics requirements.

The shipping service displayed at checkout or expressly confirmed by Rosvia for your Order applies to that Order. Not every shipping service is available for every Product or destination.

2. Buyer Eligibility and Local Requirements

Products designated for professional use are intended for Buyers legally entitled to purchase and receive them.

Before Ordering

Before placing an Order, the Buyer is responsible for checking whether the specific Products may lawfully be purchased, imported, possessed and used in the destination country.

The Buyer must, where applicable:

• Confirm eligibility to purchase and receive the Products;
• Maintain licences, prescriptions, registrations, permits or other permissions legally required from the Buyer;
• Provide accurate purchaser, recipient and delivery information;
• Provide documentation reasonably required for lawful fulfilment; and
• Inform Rosvia promptly of any known restriction that may affect delivery.

A Product listing, available shipping option, successful payment or Order acceptance does not by itself constitute confirmation that a Product is approved for purchase, importation, possession or use in every jurisdiction.

Verification

Rosvia may request professional, clinic, business or other supporting information where reasonably necessary.

Where verification, documentation or a prescription is legally required for Rosvia to supply a Product, fulfilment may be suspended until the applicable requirement has been satisfied.

If lawful supply cannot reasonably be established, Rosvia may suspend or cancel the Order in accordance with our Terms and Returns and Refund Policy.

3. Order Processing

After placing an Order, the Buyer will ordinarily receive an Order confirmation or acknowledgement by email.

Orders are generally prepared after:

• Payment has been received and confirmed;
• Any required professional verification has been completed;
• Required delivery information has been provided; and
• Any outstanding Product or stock matter has been resolved.

Processing time is separate from shipping transit time.

Processing may take longer during promotions, periods of unusually high demand, stock disruptions, public holidays or other exceptional circumstances.

Where an ordered Product becomes unavailable, Rosvia may contact the Buyer and offer an alternative Product, refund, store credit where voluntarily accepted, or another appropriate resolution.

Rosvia will not substitute a materially different Product without the Buyer's agreement.

4. Dispatch Origin and Fulfilment

Products sold through Rosvia.com are primarily dispatched from South Korea.

Depending on the destination and selected shipping service, shipments may transit through a regional warehouse, logistics facility or delivery hub before final delivery.

An Order may therefore:

• Travel through one or more logistics facilities;
• Use different carriers during different transportation stages;
• Receive a new tracking number during local delivery;
• Be divided into separate parcels where operationally necessary; or
• Receive tracking information only after reaching a particular stage of transportation.

The use of logistics, fulfilment or delivery partners does not remove Rosvia's obligations under the applicable Contract or law.

5. Shipping Services and Delivery Estimates

The shipping options available depend on the destination, Products and Order.

Standard / Express Shipping

Where available, Rosvia may use international courier services such as DHL, FedEx or another appropriate logistics provider.

The applicable estimated delivery period will be communicated at checkout, through the Order confirmation or directly by Rosvia.

Rosvia Secured Shipping

Rosvia Secured Shipping is Rosvia's protected international delivery service for eligible destinations and Orders.

Delivery may take up to approximately 15 Business Days, depending on the destination, transportation route, customs processing and other logistics conditions.

Delivery estimates ordinarily begin after Dispatch unless expressly stated otherwise.

Business Days exclude weekends and relevant public holidays.

Delivery estimates are not guaranteed arrival dates unless Rosvia expressly confirms a date-specific delivery commitment.

6. Shipping Charges

Shipping charges depend on the destination, quantity, selected service and applicable handling requirements.

The shipping charge payable to Rosvia will be displayed at checkout, stated in the applicable invoice or otherwise communicated before the Order is confirmed.

Additional charges resulting from a Buyer-requested change will be communicated before Rosvia proceeds with the requested change.

Whether duties, import taxes and customs-clearance charges are included depends on the shipping service selected for the Order.

7. Rosvia Secured Shipping — Delivery Protection

Rosvia Secured Shipping includes enhanced delivery protection for eligible Orders.

What the Service Includes

Where expressly confirmed for the Order, Rosvia Secured Shipping may include:

• International transportation;
• Transit through a regional logistics or fulfilment hub;
• Customs-clearance coordination;
• Applicable customs charges included in the selected service where expressly confirmed; and
• Rosvia's delivery guarantee described below.

The Buyer may still be required to provide identification, recipient information or documentation legally required from the Buyer or recipient.

Delivery Guarantee

If an Order shipped using Rosvia Secured Shipping cannot be delivered for a reason covered by the delivery guarantee, Rosvia will arrange an appropriate replacement shipment or reshipment without an additional shipping charge.

The guarantee does not apply to delivery failure directly caused by:

• Incorrect or incomplete information supplied by the Buyer;
• An unjustified refusal of delivery;
• Failure to collect an available parcel;
• Failure to respond to reasonable delivery requests; or
• Failure to satisfy a legal requirement that specifically applies to the Buyer or recipient.

Customs-related delivery failure is not automatically excluded from the guarantee. Rosvia will assess the cause and the service commitment applicable to the Order.

If Delivery Still Cannot Be Completed

If an eligible Rosvia Secured Shipping Order remains undelivered after an appropriate reshipment, Rosvia will refund the amount paid for the undelivered Products and the applicable shipping charge.

Where a lawful and reasonably viable reshipment cannot be arranged, Rosvia may proceed directly with the applicable refund rather than requiring an unnecessary reshipment attempt.

Rosvia will not require repeated unsuccessful reshipments where a refund is otherwise due.

8. Customs, Duties, Taxes and Import Charges

International shipments may be subject to customs inspections, import requirements, taxes, duties or clearance procedures in the destination country.

Responsibility for these charges depends on the shipping service selected.

Shipping Services Excluding Import Charges

Where the selected service expressly excludes import charges:

• Applicable import duties, VAT, taxes and disclosed customs or clearance charges are the Buyer's responsibility;
• The Buyer must pay valid charges requested by the relevant authority, carrier or customs broker;
• These charges are separate from the shipping fee already paid to Rosvia; and
• The Buyer must provide documents or permissions legally required from them.

Rosvia Secured Shipping

Where Rosvia expressly confirms that customs clearance, duties, taxes or related charges are included in Rosvia Secured Shipping, those covered charges are included in the service purchased by the Buyer.

If a carrier or authority requests payment of a charge that Rosvia has expressly confirmed is included:

• Contact Rosvia promptly;
• Provide the payment request and tracking information; and
• If payment has already been made, provide proof of payment.

Rosvia will review the request and arrange payment or reimbursement of a verified covered charge where applicable.

The Buyer will not be required to bear the same charge twice where it was expressly included in the purchased service.

9. Customs and Regulatory Clearance

Customs authorities may inspect Products, request information, delay clearance, restrict entry or refuse a shipment.

The Buyer remains responsible for licences, prescriptions, registrations, permits or other regulatory permissions that applicable law specifically requires from the Buyer or recipient.

Rosvia remains responsible for obligations legally imposed on Rosvia and for customs or delivery services expressly included in the shipping service purchased.

If a shipment is detained, refused, seized or returned, Rosvia will review:

• The reason provided by the relevant authority or carrier;
• The documents and permissions required;
• Whether either party failed to satisfy an applicable obligation;
• The shipping service purchased;
• Whether recovery or reshipment is lawful and reasonably possible; and
• Any remedy available under Rosvia's policies or applicable law.

A customs event does not automatically result in either a full refund or complete loss of the Buyer's payment.

For Rosvia Secured Shipping, the delivery guarantee in this Policy applies where its conditions are satisfied.

10. Packaging and Temperature-Sensitive Products

Products are prepared and transported using packaging arrangements appropriate to their documented transport requirements.

Depending on the Product and shipping service, packaging may include:

• Protective cartons;
• Cushioning;
• Insulation;
• Cooling materials or ice packs; and
• Other appropriate transport protection.

Cooling Materials

Ice packs may partially or completely melt during transportation.

The condition of an ice pack alone does not establish whether a Product has been damaged or remains suitable for use.

A temperature-related concern may be assessed using relevant evidence such as:

• The Product's documented transport and storage requirements;
• Transit duration;
• Available shipment information;
• Available temperature information; and
• Relevant manufacturer guidance.

Rosvia will not treat insulated packaging alone as proof that required transport conditions were maintained.

After Delivery

Products should be stored promptly according to their labelling and applicable manufacturer requirements.

If you suspect a temperature-related issue:

• Keep the affected Product separate;
• Follow its labelled storage requirements;
• Contact Rosvia promptly;
• Retain relevant packaging and evidence where reasonably possible; and
• Do not use or distribute the affected Product until the concern has been appropriately assessed.

11. Tracking Information

Standard / Express Shipping

Tracking information is generally provided by email when it becomes available from the applicable logistics provider.

For certain direct shipping services, tracking may ordinarily become available within approximately 48 hours after Dispatch.

Rosvia Secured Shipping

Because Rosvia Secured Shipping may involve international transportation, consolidation, customs processing and transfer to a regional or local carrier, tracking may not become available immediately.

Tracking information is generally provided within approximately 5–6 Business Days after Dispatch.

During transportation:

• The first tracking scan may appear after initial international movement;
• A local tracking number may become available after transfer to the final carrier;
• Tracking numbers may change between transportation stages; and
• Updates may be intermittent during international movement or clearance.

The absence of an immediate tracking update does not necessarily mean that a shipment has not moved. Similarly, creation of a shipping label alone does not necessarily establish physical Dispatch.

If tracking appears unusually delayed or unclear, contact Rosvia with your Order number.

12. Delivery Address and Recipient Responsibilities

The Buyer is responsible for providing complete and accurate delivery information.

This includes:

• The recipient's full name or business name;
• Complete street address;
• Building, unit or floor information where required;
• Postal code;
• City and country;
• Telephone number;
• Email address; and
• Any essential delivery instructions.

The recipient must be legally entitled to receive the Products.

Address Changes

Contact Rosvia immediately if an address correction is required.

Once fulfilment or transportation has begun, an address change may not be operationally possible.

Any additional charge arising from a Buyer-requested change will be communicated before Rosvia proceeds.

13. Failed Delivery, Non-Collection and Refusal

Delivery may fail because of an incorrect address, unavailable recipient, access restrictions, non-collection, refusal or another recipient-related issue.

Where this occurs, Rosvia may review:

• The carrier's delivery information;
• Whether reasonable delivery or collection opportunities were provided;
• Whether the Buyer received appropriate notice;
• The reason for refusal or non-collection;
• The selected shipping service; and
• Applicable contractual and legal rights.

Where a failure directly caused by the Buyer results in additional return, storage, redelivery or similar costs, Rosvia may seek reasonable and documented costs where permitted by law.

An unjustified refusal of a parcel does not automatically create a right to a refund.

A justified refusal because the wrong Products were sent or because of apparent serious shipment damage will not automatically be treated as Buyer fault.

14. Refusal to Pay Import Charges

This section applies where the selected shipping service expressly excludes destination import charges.

Where valid duties, taxes or disclosed clearance charges are the Buyer's responsibility and the Buyer fails or refuses to pay them:

• Any resulting delivery failure may be treated as Buyer-caused to the extent it resulted from that failure;
• Free replacement or reshipment is not automatically included;
• The Buyer may be responsible for reasonable documented return, storage, clearance or redelivery costs where permitted by law; and
• Refusal to pay does not automatically cancel the Order or create an automatic refund entitlement.

These provisions do not apply to duties, taxes or clearance charges expressly included in Rosvia Secured Shipping.

15. Customer-Caused Returned Shipments

Where a shipment is returned because of an incorrect delivery address, unjustified refusal, non-collection, failure to pay applicable Buyer-responsible import charges or another delivery failure attributable to the Buyer, Rosvia may need to receive and inspect the returned Products before determining whether a discretionary refund is available.

A tracking status stating “return to sender”, “return initiated” or similar does not by itself establish that Rosvia has recovered the Products.

Rosvia may assess:

• The Products and quantities recovered;
• Their condition;
• Seal and packaging integrity;
• Remaining shelf life;
• Applicable storage requirements; and
• Reasonable documented costs permitted under the Contract and applicable law.

These conditions do not override a refund required by law, Rosvia's responsibility for its own breach or an applicable Rosvia Secured Shipping guarantee.

16. Lost Parcels and Disputed Delivery

Contact Rosvia if:

• Tracking has not progressed beyond the expected delivery period;
• The carrier reports that the parcel has been lost;
• Tracking states “delivered” but the parcel has not been received; or
• Only part of the expected shipment has arrived.

Rosvia may request reasonable information necessary to investigate the shipment and may obtain delivery evidence from the applicable carrier.

A carrier's delivery scan alone does not necessarily conclusively establish receipt where there is a genuine delivery dispute.

Where Rosvia remains responsible for an undelivered shipment, Rosvia will provide the remedy required under the applicable Contract, purchased delivery guarantee and applicable law.

17. Damaged, Incorrect or Missing Products

Buyers should inspect the parcel and its contents promptly after delivery.

Claims concerning damaged, incorrect or missing Products should be submitted according to the reporting periods and procedures stated in Rosvia's Returns and Refund Policy.

Where reasonably available, provide:

• Your Order number;
• The affected Product and quantity;
• Photographs or video of the parcel and Products;
• The shipping label;
• Relevant batch or lot information; and
• A clear description of the issue.

An unboxing video may materially assist Rosvia in investigating missing or incorrect Product claims, particularly where packing records need to be compared.

Products suspected to be damaged, compromised or incorrect should not be used or distributed while the matter is being investigated.

18. Delivery, Risk and Ownership

Risk of loss or damage passes upon physical delivery to the Buyer or the Buyer's designated recipient, subject to mandatory applicable law.

Handover to a carrier appointed by Rosvia does not by itself constitute delivery to the Buyer.

Transfer of risk does not remove rights concerning Products that were damaged, defective or otherwise non-conforming at the time of delivery.

Ownership of Products is governed by Rosvia's Terms and Conditions.

19. Events Beyond Reasonable Control

Events affecting delivery may include:

• Severe weather;
• Natural disasters;
• Transport disruption;
• Strikes;
• Government restrictions;
• Customs or regulatory intervention;
• Public emergencies; or
• Widespread carrier or infrastructure failures.

Where such circumstances materially affect an Order, Rosvia will take reasonable steps to reduce the impact and communicate relevant changes where reasonably possible.

An estimated delivery date may need to be revised.

This section does not permit Rosvia to retain payment indefinitely for an Order that cannot be delivered or to disregard an express Rosvia Secured Shipping guarantee.

20. Cancellations, Returns and Refunds

Requests relating to cancellation, return, refund, replacement or reshipment are handled in accordance with Rosvia's Returns and Refund Policy.

In particular:

• Contact Rosvia promptly if you wish to stop an Order before Dispatch;
• Once transportation has begun, cancellation may no longer be operationally possible;
• Obtain the appropriate return instructions before returning Products;
• Return eligibility may depend on Product type, condition, seal integrity and applicable law;
• Exclusion from a voluntary return does not remove rights relating to damaged, incorrect, defective or non-conforming Products; and
• The Rosvia Secured Shipping guarantee remains applicable to eligible Orders according to this Policy.

Dispatch does not, by itself, eliminate every possible refund, replacement or delivery remedy.

21. Changes to This Policy

Rosvia may update this Shipping Policy from time to time to reflect operational, logistics, commercial, technological, legal or regulatory changes.

The version applicable when an Order was placed will ordinarily continue to govern that Order unless a change is required by law or expressly agreed with the Buyer.

Later changes will not retrospectively remove an agreed shipping service, included charge or delivery guarantee.

22. Contact Rosvia

For shipping questions, tracking assistance or delivery concerns, contact:

Rosvia
Website: Rosvia.com
Email: info@rosvia.com
Phone / WhatsApp: +370 634 39257

Please include your Order number and tracking number, where available, so that Rosvia can assist you efficiently.

Contact Rosvia for the appropriate return instructions before returning Products. A dispatch, supplier, warehouse or logistics location is not automatically an authorised return address.