Refund policy

Return & Refund Policy

Last updated: July 13, 2026

At Namarose, we are committed to ensuring every order arrives safely and as expected. This policy outlines your rights as a customer, including additional protections for EU consumers under applicable EU consumer law.

EU Customers – 30-Day Right of Return

If you are located in the European Union, you have the right to return your order within 30 days of receiving the last item in your order, in accordance with EU consumer law. You do not need to provide a reason for the return.

Return shipping for EU customers is free of charge. We will provide a prepaid return label upon request.

To initiate a return, please contact us at support@namarose.com with your order number within the 30-day return window. Once we have received and inspected the returned item, a full refund will be issued to your original payment method within 5–10 business days. To submit a return request, you must provide photo or video evidence of the item's condition along with your order number.

Items Fulfilled Through Zendrop

Some products in our store are fulfilled through our third-party supplier, Zendrop. For these items, refunds or replacements are only available if Zendrop is at fault. Eligible situations include:

1. Damaged Items – If an item arrives damaged or defective, a refund or replacement will be provided. Please report the issue within 30 days of delivery with photo or video evidence.

2. Incorrect Items – If you received the wrong product, size, color, or variant, we will issue a refund or send the correct item at no additional cost.

3. Lost or Missing Orders – If your order is confirmed lost in transit (no delivery confirmation after the estimated delivery window has passed), a replacement or refund will be issued.

For Zendrop-fulfilled items, returns are generally not required. You may be asked to keep or dispose of the item if a refund or replacement is approved.

Non-Eligible Situations (Zendrop-Fulfilled Items)

The following situations are not eligible for a refund or replacement for Zendrop-fulfilled items, unless otherwise required by EU law:

- Change of mind or dissatisfaction with the product
- Incorrect selection of size, color, or variant by the customer
- Normal shipping delays or factors outside our control (e.g., customs, weather)
- Items that have been opened or used (particularly personal care and beauty devices, for hygiene reasons)

Note: EU customers retain their statutory rights under EU consumer law regardless of the above limitations.

 

Cancellations

You may cancel your order at any time before it has been fulfilled. Once an order has been fulfilled and dispatched, it can no longer be cancelled, but you may initiate a return within the 30-day return window. To request a cancellation, please contact us immediately at support@namarose.com with your order number.

Contact

For any return or refund requests, please email us at support@namarose.com with your order number and any relevant supporting evidence (e.g., photos or videos of the issue). We aim to respond within 1–2 business days.