Wrong or defective products
In the event that the customer discovers that the product is wrong or defective, he/she should immediately contact us at esales@therosae.com and state whether he/she wants a refund or replacement of the product. The company will examine the claim of return and we will contact him/her to let him/her know of the process that should be followed. All products are returned to the Company at the expense of the customer. In the case of verification that the product is defective or incorrect, the Company will replace the product with the same or equivalent (if the selected product is no longer available), unless the customer wishes a refund. In the case of replacement, the Company sends the product to the customer at no extra cost and refunds the costs he/she has paid for the return of the defective or incorrect product. In the case of a refund, the Company returns to the customer the value of the product and the shipping and return costs.

Broken product

Shipments in Greece

The order must be checked by the recipient on the same day as the receipt of the order. If it is found that the item you received is broken, please let us know immediately. At the same time, you will need to call ACS to pick up the broken item in its original packaging with everything it contained (packaging materials and item). Attention: If your order contains many items and at least one of them is broken, the entire order must be returned to ACS along with the items that are not broken, in their original packaging.

Right of withdrawal
The customer reserves the right to withdraw without giving any reason within 14 calendar days, beginning from the reception of the order. In that case the customer must return the product or products intact in their original condition and has to pay the direct cost of returning the goods. The customer reserves also the right to withdraw in the case that he/she does not receive the order within 30 days from the approval.

In case of withdrawal for any reason, the customer will be refunded of the price paid within thirty (30) calendar days unless he/she prefers to replace the returned product with another, so in that case the amount is compensated.

The Company accepts returns of all kinds within 14 days from delivery, provided that the products are clean, without breakage, unused and in original condition with any tags they had on upon receiving them. The buyer has the responsibility for the safe return of the products. The Company has no liability for any products that may be lost or destroyed upon return. In any case it is recommended that the customer keeps the documentary evidence of dispatch.