Refund policy
RETURNS & REFUNDS POLICY
Last updated: 21 September 2026
At Rosalita, many of the things we make are created slowly and by hand. We want you to be pleased with what you receive, and we also want our returns policy to be clear and fair.
This policy applies to purchases made from Rosalita Fashion (Pty) Ltd, trading as Rosalita / Rosalita Atelier, and should be read together with our Terms of Service.
Nothing in this policy excludes or limits any consumer right that cannot lawfully be excluded under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
1. CHANGE-OF-MIND RETURNS FOR ONLINE PURCHASES
Rosalita does not offer an additional voluntary change-of-mind return period beyond the rights provided by applicable law.
For qualifying electronic transactions, section 44 of ECTA gives a consumer the right to cancel the purchase of goods without reason and without penalty within seven days after receiving the goods, subject to the exclusions provided by ECTA.
Where this statutory cooling-off right applies, please notify us at:
within the applicable seven-day period.
The product must then be returned to us.
Where cancellation takes place under this ECTA cooling-off right, the customer is responsible for the direct cost of returning the goods.
Any refund required under ECTA will be processed within the period prescribed by law.
2. CONDITION OF CHANGE-OF-MIND RETURNS
Where an ordinary product is returned under an applicable statutory change-of-mind right, please take reasonable care of the product while it is in your possession and return it with its original components, accessories and packaging where reasonably possible.
Products should not be unnecessarily used, worn, altered, damaged or handled beyond what is reasonably necessary to inspect them.
Any rights or obligations relating to the condition of returned goods will be determined in accordance with applicable law.
3. CUSTOM-MADE, PERSONALISED AND MADE-TO-SPECIFICATION PRODUCTS
Certain Rosalita products are made specifically according to an individual customer's requirements.
These may include, for example:
- garments made to a customer's individual measurements or sizing requirements;
- journal covers personalised with names, initials, wording or other individual details;
- engraved or personalised timber products;
- timber or leather products made to customer-selected dimensions or specifications; and
- other products clearly personalised or manufactured according to an individually approved specification.
Where goods are made to the consumer's specifications or clearly personalised, the ECTA section 44 cooling-off right does not apply where the statutory exclusion applies.
Before production begins, we may ask you to confirm the relevant measurements, wording, spelling, dimensions, materials, design or other custom specifications.
Please check personalised information and measurements carefully before approving your order.
Once production of a qualifying custom or personalised product has commenced, it cannot ordinarily be cancelled or returned simply because you have changed your mind.
This does not affect your statutory rights where the product is defective, unsafe, incorrectly manufactured or does not materially correspond with the specification that you approved.
4. DEFECTIVE OR UNSAFE PRODUCTS
All goods supplied by Rosalita remain subject to applicable statutory quality requirements.
Where a product fails to satisfy the requirements and standards contemplated in sections 55 and 56 of the CPA, the consumer may, subject to the Act, return the goods within six months after delivery, without penalty and at Rosalita's risk and expense.
Where section 56 applies, the consumer may direct Rosalita to:
- repair the product;
- replace the product; or
- refund the purchase price.
We may reasonably inspect a returned product to establish the nature and cause of the reported problem, but inspection does not remove a remedy to which the consumer is legally entitled. Government of South Africa
5. WHAT IS NOT NECESSARILY A DEFECT
Many Rosalita products are handmade and use natural materials.
Natural or reasonable variations may occur in:
- wood grain and colour;
- leather grain, markings and tone;
- linen and other natural fabrics;
- handmade paper and deckled edges;
- hand stitching;
- embossing;
- engraving;
- texture; and
- other characteristics inherent in handmade or natural-material products.
These natural characteristics and reasonable handmade variations do not necessarily constitute defects.
Normal wear and tear, accidental damage, misuse, improper care or alterations made after delivery are also not automatically product defects.
Nothing in this section removes statutory rights where a product genuinely fails the quality standards required by law.
6. INCORRECT OR DAMAGED ORDERS
If we send you the wrong product, your order is incomplete, or your product arrives damaged, please contact us as soon as reasonably possible at:
Please include your order number and, where useful, photographs showing the problem.
Where Rosalita is responsible for an incorrect supply or where applicable law requires us to bear the return costs, Rosalita will bear the reasonable cost of returning the product.
We will then resolve the matter in accordance with your applicable statutory rights.
7. DIGITAL PRODUCTS
Digital products may include PDF sewing patterns, printable resources, templates, SVG or stencil files and other downloadable material.
Because digital products differ from physical goods, return and cancellation rights may differ depending on the nature of the product, whether it has been supplied or accessed, and the applicable law.
We do not offer an additional voluntary change-of-mind refund for a digital product after it has been downloaded or accessed, except where expressly stated.
This does not exclude any statutory right that applies to the particular transaction.
If a digital file is defective, corrupted, incomplete or materially different from what you purchased, please contact:
and we will assist you.
8. SALE AND DISCOUNTED PRODUCTS
Purchasing an item at a reduced, promotional or sale price does not remove any statutory consumer rights that apply to that product.
However, Rosalita does not provide an additional voluntary change-of-mind return merely because a customer later decides they no longer want a sale item.
Where a defect or specific condition has been expressly disclosed before purchase and the customer knowingly accepted the product on that basis, applicable rights may differ in relation to that disclosed condition.
9. GIFT CARDS
Gift cards are generally not refundable or redeemable for cash except where required by applicable law.
The use and expiry of gift cards will be governed by applicable South African law and any terms disclosed when the gift card is purchased.
10. HOW TO REQUEST A RETURN
Before returning a product, please contact us at:
Please provide:
- your name;
- order number;
- the product concerned;
- the reason for the requested return; and
- photographs where they are relevant to a defect, damage or incorrect product.
We will provide the appropriate return instructions.
Unless we specifically instruct otherwise, products should be returned to:
Rosalita Fashion (Pty) Ltd
148 Bosuil Road
Kameeldrift East
Pretoria
0039
South Africa
Please package returned goods appropriately to protect them during transport.
Responsibility for return transport costs depends on the legal basis for the return. For an applicable ECTA change-of-mind cancellation, the consumer may bear the direct return cost. Where defective goods qualify under CPA section 56, the return is at the supplier's risk and expense. Government of South Africa
11. REFUNDS
Where a refund is due, it will be processed in accordance with the applicable law and, where reasonably possible, using the original payment method.
We may request reasonable information necessary to identify the original transaction and process the refund securely.
Nothing in this policy permits Rosalita to delay a statutory refund beyond the period permitted by applicable law.
12. CONTACT
Questions about returns or refunds can be sent to:
Rosalita Fashion (Pty) Ltd
Trading as Rosalita / Rosalita Atelier
Email: hello@rosalita.co.za
Telephone: +27 81 049 7595
Website: rosalita.co.za