Pre-Orders & Refund Policy
We have a firm, no cancellations policy for Pre-Orders. Additionally, we are unable to make changes to the quantity or change versions of the product(s) once the initial order has been placed.
The shipping date for Pre-Orders may be subject to change in the event of delays from our vendors, carriers, or the customs department. We appreciate your understanding and patience during such events.
Pre-Order items are often limited in availability. In the unlikely event that an item is discontinued or no longer accessible, we will provide a substitute product.
Please note that if your order contains a pre-order item and an in-stock item, the order will ship once the pre-order item is in stock.
Return, Exchange, Refund
The Rose Official Merch Shop does not assume responsibility for any packages that are lost, damaged, or confiscated by the shipping carriers. Consequently, we are unable to issue refunds for orders in such cases.
If packages are returned because they were refused, unclaimed, or if custom duties remain unpaid (for international orders), a restocking fee of 20% will be applied.
Similarly, packages that are returned due to an incorrect or incomplete address, which includes the use of foreign characters or missing apartment numbers, will also incur a 20% restocking fee.
To request a return or exchange, please make sure to do so within the first 10 days of receiving your order. The items must be brand new, unopened, and undamaged, as we cannot accept used, worn, or customer-damaged items.
Please note that the shipping cost is non-refundable for any returned orders or packages. Furthermore, The Rose Official Merch Shop reserves the right to refuse or discard returned items that do not meet our site policy guidelines.
We kindly ask for your patience as it may take approximately 3-5 business days to inspect and process your returns.
We do not accept order returns or exchanges under the following circumstances
- Customized or personalized items,
- Items that show clear signs of use or damage by the customer
The Rose Official Merch Shop reserves the right to decline exchange or refund requests if it is determined that the item does not remain in the condition it was originally sent in.