Return & Refund Policy

Return & Refund Policy — Rose & Sienna

Last updated: August 26, 2026

At Rose & Sienna, we want you to be satisfied with your purchase. If something isn't quite right, we aim to make the return and refund process as clear and straightforward as possible.

This Return & Refund Policy applies to purchases made through the Rose & Sienna website and should be read together with our Terms and Conditions.

Nothing in this policy is intended to limit any consumer rights or remedies that cannot legally be excluded under applicable Canadian law.

1. Return Window

Subject to applicable Canadian consumer protection laws, eligible products may be returned within 30 days from the date of delivery.

The 30-day period begins when the order or applicable item is delivered to you.

Returns requested after the applicable return period may not be accepted unless otherwise required by law.

2. Return Approval

All returns must be approved by Rose & Sienna before the product is shipped back.

To request a return, please contact us at:

info@rosesienna.com

Please include:

  • your order number;

  • the product(s) you wish to return;

  • the reason for the return; and

  • photographs where requested.

Our customer support team will review your request and determine whether the product is eligible for return based on the product type, condition, reason for return, and applicable law.

We generally aim to respond to return requests within 2 business days.

Please do not send a product back before receiving return authorization and return instructions from our team.

Returns sent without prior authorization may be refused or may experience delays in processing.

3. Conditions for Eligible Returns

Unless otherwise required by applicable law, products returned because of a change of mind must generally be:

  • unused;

  • unworn;

  • unwashed;

  • undamaged;

  • free from stains, odors, makeup, perfume, pet hair, or other signs of use;

  • accompanied by original tags where applicable; and

  • returned with original packaging and accessories where applicable.

You may generally inspect or try on an item to determine whether it is suitable, provided that doing so does not result in use or handling beyond what is reasonably necessary to inspect the product.

Products that have been worn, washed, altered, damaged, stained, or otherwise used may not be eligible for a change-of-mind return, to the extent permitted by applicable law.

4. Hygiene and Non-Returnable Products

For health, hygiene, safety, and product-quality reasons, certain products may not be eligible for return once they have been opened, unsealed, worn, or used.

Depending on the products offered by Rose & Sienna, this may include:

  • personal hygiene products;

  • beauty or cosmetic products;

  • intimate or personal-use products;

  • products that come into direct contact with the body;

  • earrings or products intended for piercing or close bodily contact;

  • underwear, lingerie, swimwear, or similar personal-use products;

  • products with a broken hygiene or tamper seal;

  • personalized or customized products;

  • made-to-order products; and

  • any other product that cannot reasonably be resold for health, hygiene, or safety reasons after being opened or used.

Where a product is subject to a hygiene seal, the seal must remain intact for the product to be eligible for a change-of-mind return.

The determination of whether a product is eligible for return will take into account the specific product and its condition.

This restriction does not prevent you from contacting us regarding a product that is defective, damaged, incorrectly supplied, or otherwise subject to a statutory consumer right or remedy.

5. Return Shipping Costs

For approved change-of-mind returns, the customer is generally responsible for the cost of returning the product, where permitted by applicable law.

Return shipping costs may depend on your location, the shipping carrier, package size, weight, and shipping method selected.

Rose & Sienna does not guarantee that prepaid return labels will be available for every return.

We strongly recommend using a shipping method that provides tracking and proof of delivery.

Rose & Sienna is not responsible for products lost or damaged while being returned by the customer, except where responsibility cannot legally be excluded.

6. Return Address

Because Rose & Sienna may use international fulfillment and return facilities, the return address may differ from the address associated with our customer support operations.

Do not send returns to an address obtained from a previous order, shipping label, or third-party source.

Once your return request has been approved, we will provide you with the appropriate return address and instructions.

Depending on the product and fulfillment arrangement, an approved return may be required to be shipped to an international return facility.

If an international return address is provided, the customer may be responsible for applicable return shipping charges and other costs associated with sending the package, to the extent permitted by applicable law.

7. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, incorrect, or materially different from the product you ordered, please contact us at info@rosesienna.com as soon as reasonably possible.

For damaged or incorrect deliveries, we recommend contacting us within 7 days of delivery and providing clear photographs of:

  • the product;

  • the packaging;

  • the shipping label; and

  • the issue or damage.

The 7-day notification period is intended to help us investigate shipping and fulfillment issues promptly and does not limit any statutory rights, warranties, guarantees, or remedies that may apply under Canadian law.

Depending on the circumstances, we may offer a replacement, repair, refund, or another appropriate remedy.

Where the issue is our responsibility, we will not require you to bear costs that applicable law requires us to cover.

In some cases, we may not require the defective, damaged, or incorrect product to be physically returned.

8. Return Inspection

Once an approved return is received, the product may be inspected to determine whether it satisfies the applicable return conditions.

If the product meets the return requirements, the applicable refund will be approved.

If a returned product does not meet the stated conditions, we may refuse the return or adjust the refund to the extent permitted by applicable law.

We will notify you if there is an issue with your returned product that affects your eligibility for a refund.

9. Refunds

Once an approved return has been received and inspected, an approved refund will generally be issued to the original payment method.

We aim to process approved refunds within 14 business days after the return has been received and approved.

Once the refund has been issued, the time required for the funds to appear in your account may depend on your bank, credit card issuer, or payment provider.

Rose & Sienna cannot guarantee the exact date on which your financial institution will make the funds available.

10. Partial Refunds and Deductions

Where permitted by applicable law, a refund may be reduced where:

  • the returned product shows signs of use beyond what is reasonably necessary for inspection;

  • the product has been damaged or altered;

  • original components or accessories are missing; or

  • the product otherwise does not meet the applicable return conditions.

We will not make deductions where doing so would be prohibited by applicable law.

11. Exchanges

Unless otherwise stated on the product page or agreed by our customer service team, we do not guarantee direct exchanges.

If you require a different size, colour, or product, you may be asked to return the original eligible product and place a new order.

Any statutory rights relating to defective or incorrect products remain unaffected.

12. Refused or Unclaimed Packages

If a customer refuses delivery or fails to collect a package, this does not automatically constitute a valid return or cancellation.

If the package is returned to us or our fulfillment partner, please contact info@rosesienna.com so that we can determine the appropriate next steps.

Any refund or additional shipping costs will be handled in accordance with applicable law and the circumstances of the order.

13. Promotional and Sale Items

Unless otherwise stated, promotional or sale items may be eligible for return under the same conditions as regular-priced products.

Any product specifically identified as final sale, non-returnable, or otherwise excluded from returns will not be eligible for a change-of-mind return, where permitted by applicable law.

Such exclusions do not affect statutory consumer rights relating to defective, unsafe, misrepresented, or otherwise legally protected products.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any consumer rights, cancellation rights, statutory warranties, guarantees, refunds, or other remedies that cannot legally be excluded or limited under applicable Canadian federal, provincial, or territorial law.

Where applicable law provides you with rights that are more favourable than those described in this policy, those legal rights will prevail.

15. Contact Us

If you have questions about a return, refund, damaged product, defective product, or exchange, please contact:

Rose & Sienna
Email: info@rosesienna.com

Please include your order number in all return-related communications so that we can assist you as efficiently as possible.