Returns & refunds

Changing your mind

For most online purchases, you can cancel without giving a reason within 14 days after you, or someone you nominate, receives the goods. Where one order is delivered in separate instalments or items, the period generally runs from receipt of the last instalment or item.

Tell us clearly that you wish to cancel by emailing info@roselume.co.uk. Include your name and order reference if available. You do not have to use a particular form or obtain a returns authorisation to exercise your cancellation right.

Send the goods back without undue delay and within 14 days after telling us you wish to cancel. Contact us for the appropriate return instructions before posting your parcel. Requesting instructions does not extend the statutory return deadline.

Return postage

You are responsible for the direct cost of returning goods when you change your mind. Keep proof of postage; a tracked service is recommended.

For goods that are faulty, damaged, incorrect or not as described, contact us before arranging a return. Where the law requires it, we will arrange or reimburse reasonable return costs. The change-of-mind postage rule does not remove those rights.

Handling your device

You may inspect goods as you would reasonably do in a shop. Keep the device, accessories and packaging safe. We may deduct an appropriate amount for loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where permitted by law.

Opening ordinary packaging does not automatically remove your cancellation right. We do not apply a blanket “no returns once opened” rule to our devices. Any lawful product-specific exception must be clearly explained before purchase.

Receiving your refund

For an eligible change-of-mind return, we will reimburse you within 14 days of receiving the goods back or evidence that you have sent them back, whichever is earlier. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

When you cancel the whole order, the refund includes the cost of our least expensive standard delivery option. If you chose a more expensive service, the additional delivery cost need not be refunded.

Faulty or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. You generally have a short-term right to reject faulty goods within 30 days. After that, repair or replacement rights may apply, followed in appropriate circumstances by a price reduction or a final right to reject.

Email info@roselume.co.uk with your order details and a description of the issue. We will assess the appropriate remedy under applicable consumer law. These rights are separate from a change-of-mind return.