Returns & Refund Policy
We want you to be completely in love with your purchase from Rositas. If something isn't quite right, we are here to make the return process as simple and smooth as possible.
Change of Mind Returns
If you change your mind about an item, you have 14 days from the date you receive your order to request a return for an exchange or store credit.
Eligibility Requirements:
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Items must be in their original condition: unworn, unwashed, unused, with all original tags attached, and in original packaging.
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Proof of purchase (such as your order number, confirmation email, or receipt) must be provided.
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Sale Items: We do not offer exchanges or refunds on sale or clearance items for a change of mind.
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Shipping: Return postage for change-of-mind returns is the customer's responsibility.
Faulty, Damaged, or Incorrect Items
Please inspect your order upon arrival. If an item arrives damaged or defective, or if you receive the wrong item, contact us immediately at rositas@xtra.co.nz so we can resolve it for you right away.
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Nothing in our policy limits your rights under the New Zealand Consumer Guarantees Act 1993.
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If an item is faulty or incorrect, we will cover or reimburse the cost of return shipping and provide a repair, replacement, or full refund.
How to Initiate a Return
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Email us at rositas@xtra.co.nz before sending any items back. Items sent back without prior authorization cannot be accepted.
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Once your return is approved, please post your item to:
Rositas
158 The Strand, Whakatāne 3120
Exchanges
Need a different size or colour? The fastest way to secure your preferred item before it sells out is to initiate a return for your original purchase and place a new order online right away. Alternatively, you can contact us at rositas@xtra.co.nz, and we will happily assist you with an exchange once we receive your returned item.
Refunds & Processing Time
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As soon as your return arrives at our store, we’ll check it in and send you a quick email to let you know your store credit, exchange, or refund has been processed.
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When approved, your refund will be automatically processed back to your original payment method within 10 business days.
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Please note: Processing times can vary by bank. If your approved refund has not appeared in your account after 15 business days, please reach out to us at rositas@xtra.co.nz.
Contact Us
Rositas
158 The Strand, Whakatāne 3120
Phone: 0274 121 025
Email: rositas@xtra.co.nz
Store Hours:
Monday – Friday: 9:00 am – 5:00 pm
Saturday: 10:00 am – 2:00 pm