At Rozitana, we aim to provide a smooth and satisfying experience. If your order does not meet expectations, we are happy to assist according to the policy below.
Eligibility for Return or Exchange
The exchange or return request must be made at the time of delivery if the item arrives damaged or different from what was ordered. The item must be photographed and the photos sent immediately, and it must be returned with the delivery courier.
Gift items must be unused, in their original packaging, with all labels and tags attached.
Shipping Costs
Rozitana covers shipping fees if the issue is due to an error on our side.
If the customer requests a delivery reschedule after the order has already been dispatched, shipping charges will apply and are the responsibility of the customer.
Order Cancellation
Orders may be canceled within one hour of placing the order and before preparation has started.
Same-day orders may be canceled before preparation.
Cake and coffee orders cannot be canceled or refunded once confirmed.
Refunds
Approved refunds are issued to the original payment method within 3-7 business days, depending on the bank and payment method. Once Rozitana has processed the return and provided the customer with photographic confirmation of the returned item, Rozitana shall not bear any further responsibility for the order.
If the recipient is unavailable, refuses delivery, or the order has already been prepared and cancellation is requested, only 50% of the order value will be refunded.
Full Refund Cases
A 100% refund will be issued in the following situations:
The order is canceled within one hour of ordering and before preparation has started.
The order is canceled before preparation has started.
An item or part of the order is missing and cannot be fulfilled.
The product is out of stock and no suitable replacement is accepted.
There is a confirmed error on our side, such as preparing or delivering the wrong item.
Quality Concerns
Any quality issues must be reported within 2 hours of delivery, with clear photos provided for review.
For return or exchange requests, please contact us via WhatsApp.
