Refund and Returns Policy

RETURNS & REFUNDS POLICY

roosma.com

Last updated: 28 March 2026

At a Glance

1. Introduction

At roosma.com, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, this policy explains your rights and the process for returning goods and requesting a refund.

This policy applies to all purchases made on roosma.com and is in addition to your statutory rights as a consumer under UK law. Nothing in this policy affects those rights.

roosma.com is operated by Roosma Ltd, Company No. 16149621, registered in England and Wales, with a registered address at 220 Legrams Lane, Bradford, BD7 2EH, United Kingdom.

2. Your Right to Cancel (14-Day Cooling-Off Period)

As a consumer purchasing goods online, you are entitled to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You have 14 days from the day after you receive your goods to cancel your order, without needing to give any reason.

2.1 How to Cancel

To cancel your order within the 14-day period, please notify us clearly before the deadline expires. You can do this by:

• Emailing us at hello@roosma.com with your order number and a clear statement that you wish to cancel
• Using our contact form at roosma.com/contact-us/

We will acknowledge your cancellation request promptly by email. The 14-day cancellation period begins the day after you (or someone you nominate) take physical possession of the goods.

2.2 What Happens After You Cancel

Once you have notified us of your cancellation, you must return the goods to us within 14 days. Please see Section 4 for details on how to return your goods.

3. Returns Outside the Cooling-Off Period

If you wish to return goods after the 14-day cancellation period has expired (but within 30 days of receipt), we may still accept a return at our discretion, provided the goods are unused and in their original condition. Please contact us at hello@roosma.com to discuss your situation.

After 30 days, we are not obliged to accept returns unless the goods are faulty, damaged, or not as described (see Section 5).

4. How to Return Goods

4.1 Condition of Returned Goods

To be eligible for a return, goods must be:

• Unused and in the same condition as when you received them
• In their original packaging with all labels, tags, and accessories included
• Accompanied by proof of purchase (your order confirmation email is sufficient)
• Free from damage caused by misuse or handling beyond what is necessary to inspect the item

We reserve the right to make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to check their nature, characteristics, and functioning.

4.2 Return Address

Please send your return to the following address:

Roosma Ltd (Returns)

220 Legrams Lane

Bradford

BD7 2EH

United Kingdom

4.3 Return Postage

You are responsible for the cost of returning goods to us, unless the goods are faulty, damaged, or not as described (see Section 5). We recommend using a tracked postal service, as we cannot be held responsible for goods lost or damaged in transit. Keep your proof of postage until your refund has been processed.

4.4 Packaging Your Return

Please package your return securely to prevent damage in transit. Where possible, use the original packaging. Clearly write your order number on the outside of the parcel or include it inside with the goods.

5. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days of receiving your goods.

5.1 Reporting a Problem

To report a faulty, damaged, or incorrect item, please email hello@roosma.com with:

• Your order number
• A description of the fault or issue
• Photographs of the fault or damage (if applicable)

We will respond within 2 business days to discuss the best resolution for you.

5.2 Your Options for Faulty Goods

If your goods are confirmed as faulty, damaged, or not as described, you are entitled to one of the following remedies:

• A full replacement sent to you at no additional cost
• A repair of the faulty item (where applicable)
• A full refund to your original payment method, including any return postage costs

We will cover the cost of return postage for faulty, damaged, or incorrect items.

5.3 Items Damaged in Transit

If your goods arrive visibly damaged, please take photographs of the packaging and the goods before opening fully. Contact us within 48 hours of delivery at hello@roosma.com. We will arrange a replacement or refund as quickly as possible.

6. Refunds

6.1 Refund Processing

Once we have received and inspected the returned goods, we will notify you by email. We will process your refund within 14 days of receiving the returned goods. Refunds are made to the original payment method used at checkout (processed via Stripe).

6.2 Refund Deductions

We reserve the right to make a deduction from the refund amount if the value of the goods has been reduced by your handling them beyond what is necessary to inspect them. Where we make a deduction, we will notify you by email explaining the reason and the amount deducted.

6.3 Original Delivery Charges

If you are returning goods under your 14-day cancellation right and your order qualified for free delivery, no delivery charge will be deducted from your refund. If a delivery charge was applied to your original order, the standard delivery charge will be refunded. We are not required to refund any enhanced or express delivery charges you may have chosen.

6.4 Refund Timeframes

After we have confirmed your refund, please allow up to 5-10 business days for the funds to appear in your account, depending on your bank or card provider. If you have not received your refund after 10 business days, please contact us at hello@roosma.com.

7. Items That Cannot Be Returned

The following items are excluded from our standard returns policy, unless they are faulty or not as described:

• Perishable goods, including food or consumable products, once opened or used
• Items that have been personalised, customised, or made to your specific requirements
• Sealed hygiene or health products that have been unsealed after delivery
• Items that have been damaged due to misuse, improper care, or accidents after delivery
• Items returned without prior notification or outside our returns window without prior agreement

If you are unsure whether your item is eligible for return, please contact us before sending anything back and we will be happy to advise.

8. Exchanges

We do not currently offer direct exchanges. If you would like a different item, product, or size, please return your original order for a refund and place a new order on roosma.com. This ensures the quickest turnaround for you.

9. Your Statutory Rights

This Returns & Refunds Policy does not affect your statutory rights as a consumer. Under UK consumer law, you are protected by:

• Consumer Rights Act 2015: goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a repair, replacement, or refund.
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: you have the right to cancel online purchases within 14 days of receiving them.

For more information about your consumer rights, you can visit the Citizens Advice website at citizensadvice.org.uk or contact the Consumer Helpline on 0808 223 1133.

10. Contact Us

If you have any questions about this Returns & Refunds Policy or need to initiate a return, please contact us:

Company: Roosma Ltd

Company number: 16149621 (registered in England and Wales)

Address: 220 Legrams Lane, Bradford, BD7 2EH, United Kingdom

Email: hello@roosma.com

Website: roosma.com

We aim to respond to all returns enquiries within 2 business days.

This Returns & Refunds Policy was last reviewed and updated on 28 March 2026.

Roosma Ltd is committed to fair, transparent, and hassle-free returns in accordance with UK consumer law.