Support
Returns & Refunds
A clear guide to how Russ & Rose reviews return, refund, and replacement requests with care and fairness.
Report window
48 hours
Damaged, incorrect, or incomplete orders must be reported within 48 hours from delivery.
Product safety
Unopened only
For hygiene reasons, opened, used, or tampered skincare products cannot be returned.
Review process
Case by case
Each request is reviewed based on order details, product condition, and supporting photos.
Our approach
Reviewed with care, resolved with fairness.
We want every order to arrive in good condition. If something is not right, we ask that you contact us promptly so we can review the concern properly.
Policy notice
Return, refund, and replacement conditions may change without prior notice. While we do our best to keep this page updated, changes may not be reflected here immediately. The policy shown at the time of review will guide the handling of your request.
Conditions
Return and refund guidelines
Returns may be accepted for eligible concerns such as damaged items, incorrect items, incomplete orders, or confirmed fulfillment issues. For hygiene and safety reasons, skincare products that have been opened, used, tampered with, or no longer have their original packaging condition may not be returned.
We may review return, replacement, or refund requests for items that arrived damaged, leaked, broken, incorrect, missing, or significantly different from the confirmed order. The item must be reported within the required period and supported with clear photos or videos.
Please contact us within 48 hours from delivery. Kindly provide your order number, clear photos of the outer parcel, shipping label, product condition, and any visible damage or concern. Requests reported beyond this period may be harder to verify and may not qualify for replacement or refund.
Due to the personal care nature of our products, we are unable to accept returns for change of mind once an order has been packed, shipped, opened, or received in good condition. We encourage customers to review product details carefully before placing an order.
Opened, used, tested, tampered, or partially consumed products cannot be returned for hygiene and safety reasons, unless the concern is related to a confirmed product defect or fulfillment issue reviewed and approved by Russ & Rose.
If you received an incorrect item, please contact us within 48 hours from delivery with your order number and clear photos of the item received, the parcel, and the shipping label. Once verified, we will guide you on the next steps for replacement or resolution.
Approved refunds are processed after the concern has been reviewed and confirmed. Refund timing may vary depending on the payment method, bank, payment provider, or platform processing time. Shipping fees may be non-refundable unless the refund is due to a confirmed error on our part.
Shipping fees are generally non-refundable once an order has been shipped. However, if the issue is caused by a confirmed fulfillment error, damaged item, or incorrect item sent by Russ & Rose, the shipping fee may be reviewed as part of the resolution.
Sale items, bundles, limited promotions, gifts with purchase, and complimentary items may not be eligible for return or refund unless they arrive damaged, incorrect, or affected by a confirmed fulfillment issue.
Please contact us through our contact form with your order number, full name, delivery details, reason for the request, and clear photos or videos of the concern. Our team will review the information and advise the next steps.