The following terms apply to Home & Living products sold by www.roshrglo.com (“the Website”) and HR GLOBAL GROUP PTY LTD (“we”). Please read this policy carefully before applying for a return; placing an order constitutes your agreement to the following.
Eligibility for Returns
Qualifying Scenarios
- Product quality issues: Damages, defects, or functional failures upon receipt (photographic/video evidence required).
- Incorrect/missing items: Received products do not match the order description or lack accessories (order screenshot and product images required).
- Unused items: Within 30 days of receipt, items remain in original packaging, unopened, unused, and with complete accessories (customized products excluded).
Non-Qualifying Scenarios
- Opened consumables (e.g., scented candles, diffusers).
- Customized products (e.g., engraved furniture, custom-sized rugs).
- Items damaged due to improper customer storage (e.g., stains, man-made defects).
- Items beyond the 30-day return period.
Return Application Process
- Contact Customer Service: Email assist@roshrglo.com with your return reason, order number, and product photos.
- Obtain Return Address: After approval, we will provide a return address within Australia (excluding remote areas).
- Ship Items Back: Use a reliable courier and retain the tracking number (customer bears shipping costs unless due to quality issues).
- Inspection & Processing: We will inspect the return within 3-5 working days and initiate a refund upon confirmation.
Refund Processing Methods
| Return Reason | Shipping Cost | Refund Timeline | Refund Method |
|---|---|---|---|
| Product quality issue | Covered by us | 1-3 working days after inspection | Refund to original payment method |
| Incorrect/missing items | Covered by us | 1-3 working days after inspection | Refund or reship correct items |
| Unused item return | Borne by customer | 3-5 working days after inspection | Refund to original payment method (shipping fees deducted) |
Additional Provisions
- Damaged Package Receipt: If the package appears damaged, photograph it upon receipt and contact us within 24 hours; failure to do so implies the item is intact.
- Return Shipment Loss: Customers are responsible for loss risks during return shipping; we recommend purchasing insurance.
- Customized Products: Customized items are non-returnable unless defective, as specified by law.
- Payment Method Variations:
- Credit/debit card refunds may take an additional 1-3 working days due to bank processing.
- Gift card refunds will be credited back to the original card with unchanged validity.
- Environmental Packaging: Items returned in reusable packaging (e.g., original boxes) may qualify for a $5 store credit (valid for 6 months).
Exchange Policy
- For exchanges, specify your request in the return application (subject to stock availability). Re-shipping fees follow the same rules as returns.
Dispute Resolution
- If dissatisfied with our resolution, you may escalate the issue to:
- Our customer service manager via email within 14 days of the initial response.
- The Australian Competition & Consumer Commission (ACCC) for legal mediation.
Legal Compliance
This policy complies with the Australian Consumer Law (ACL), and your statutory rights are not affected.
Policy Updates & Contact Information
- We may update this policy to reflect legal changes or business needs, with the latest version posted on the Website.
- For inquiries, contact:
- Address: 30 ROSEBUDS CIRCUIT, LEPPINGTON NSW 2179
- Phone: 0406-131-589
- Email: assist@roshrglo.com
Last updated: June 25, 2025.