Returns & Refunds

Last updated: October 13, 2026

At Rossanti, we want you to feel confident about your footwear purchase. If the fit or style is not right, or there is a problem with your order, please contact us so that we can help.

This policy explains our standard return conditions, refund process, and procedures for damaged, defective, or incorrect items.

Nothing in this policy limits consumer rights that cannot be excluded under applicable law.

1. Our 30-Day Return Window

You may request a return within 30 calendar days of receiving your order.

Please email arrosy296@gmail.com within this period and include your order number and the item you wish to return.

The 30-day period applies to submitting your request. A delay in our response does not invalidate a request submitted on time.

For standard returns due to fit, personal preference, or a change of mind, the footwear must:

• Be unused and unworn outdoors.

• Be clean and in its original condition.

• Have no damage, alterations, or signs of use beyond a reasonable indoor fitting.

• Include the original tags, accessories, and shoe box where supplied.

Please try on footwear indoors on a clean surface to protect the soles and preserve its condition.

Keep the original packaging where possible and use suitable protective packaging when returning the item. These standard return conditions do not override statutory cancellation or defective-product rights.

2. Return Exceptions

The following may be excluded from our voluntary change-of-mind return policy:

• Products clearly identified as “Final Sale” before purchase.

• Footwear genuinely customised or personalised to your individual specifications, where the exclusion was disclosed before purchase.

• Purchased gift cards, except where a refund is required by law.

• Items worn outdoors, altered, misused, or damaged after delivery.

A discount alone does not make an item non-returnable. Any final-sale restriction must be clearly stated before purchase.

These exclusions do not remove your rights if an item is defective, incorrectly supplied, or does not match its description. Any statutory right to cancel also takes precedence where applicable.

3. How to Request a Return

Contact us

Email arrosy296@gmail.com with:

• Your order number.

• The item, colour, and size you wish to return.

• Your reason for returning it, to help us assist you.

• A description and photographs where available if the item is damaged, defective, or incorrect.

You do not need to justify a return when exercising a statutory right that permits cancellation without giving a reason.

Receive return instructions

We aim to respond within 1–2 business days. We will review your request and provide the appropriate return address and instructions.

Please contact us before shipping the item. This helps ensure that it reaches the correct location and can be identified.

Our business contact address is not automatically the correct return address. The return destination may be outside your country; we will provide its location and explain any applicable return-shipping responsibility before you send the parcel.

Pack and send the item

Pack the footwear securely, preferably using the original shoe box inside protective outer packaging. Please avoid attaching shipping labels directly to the original shoe box.

Include your order number or any return reference supplied by our team.

We recommend using a tracked shipping service and retaining proof of postage until the return has been resolved.

4. Return Shipping Costs

For an eligible return due to personal preference, change of mind, or your own size selection, you are responsible for return shipping unless we expressly agree otherwise or applicable law requires a different arrangement.

If we confirm that you received a defective, damaged, or incorrect item, Rossanti will arrange or reimburse reasonable necessary return shipping. Please contact us before paying for return postage so that we can agree on a suitable method.

For voluntary change-of-mind returns, original delivery charges are generally non-refundable.

Where applicable law requires reimbursement of original standard delivery charges, or where the return results from our error, we will refund the relevant charges as required.

Import charges paid directly to customs authorities or a carrier are not payments received by Rossanti. You may need to apply to the relevant authority for their reimbursement.

5. Return Inspection and Refunds

When your return arrives, we will check the item and notify you of the outcome.

Approved refunds are based on the amount actually paid for the returned item, including any discounts applied to it. Any shipping or tax refund will be handled according to this policy and applicable law.

Refunds are normally issued to the original payment method within 7 business days after the return has been received, inspected, and approved.

Your bank or payment provider may take additional time to display the credit.

If a standard return does not meet the applicable conditions, we will explain the reason and discuss the available options. We will not use standard return conditions to refuse a valid statutory remedy.

Store credit may be offered as an alternative, but it will not replace a refund you are entitled to without your agreement.

Where applicable law requires an earlier refund or permits proof of return shipment to trigger reimbursement, we will follow that requirement.

6. Size Changes and Exchanges

If you need a different size, colour, or style, contact us for sizing assistance.

Our standard process is to return the original item if eligible and place a new order for the preferred item. Availability and prices for the new purchase are those applicable when it is placed.

If we can arrange a direct exchange, our team will confirm availability, shipping arrangements, and any price difference before you agree.

There is no separate paid size-reorder programme unless Rossanti expressly offers one with its own disclosed terms.

7. Damaged, Defective, or Incorrect Items

If your footwear arrives damaged, you receive the wrong item, or you discover a possible defect, contact us as soon as reasonably possible.

For issues visible on arrival, please contact us preferably within 7 days of delivery and provide:

• Your order number.

• A clear description of the issue.

• Photographs of the item where reasonably available.

• Photographs of the packaging and shipping label if relevant.

Please retain the item and packaging while we review the issue.

The requested reporting period helps us investigate promptly. It does not remove statutory rights or automatically prevent a valid claim made later.

After assessment, we will provide an appropriate remedy under applicable law. This may include a repair, replacement, price reduction, or refund, depending on the circumstances and your rights.

You do not need to pay a sizing-reorder charge to resolve an incorrect or defective item. A defect that becomes apparent after normal use is not automatically excluded because the footwear has been worn.

8. Order Cancellations

If you wish to cancel an order before dispatch, contact us promptly with your order number.

We will check whether the order can be stopped. If it has already been dispatched, the request may need to be handled through the return process.

Any restrictions for genuinely personalised products must be disclosed before purchase and must comply with applicable law.

This section does not limit statutory cancellation or withdrawal rights.

9. Return Parcels and Missing Refunds

Keep your return tracking information and proof of postage.

If your return appears delayed or lost, contact us so that we can review the shipment. Responsibility will depend on who arranged the return, the agreed arrangements, and applicable law.

If we confirm that a refund has been issued but you cannot see it, check with your bank or payment provider. If you still need assistance, email us with your order number and refund details.

10. Statutory Consumer Rights

Our voluntary 30-day return policy is additional to rights provided by applicable law.

Where statutory cancellation, withdrawal, product-quality, or refund rules apply, those rules take precedence over conflicting conditions in this policy.

For example, where applicable European Union consumer law provides a 14-day withdrawal right, that right is governed by its statutory rules and exceptions. Conditions for our voluntary return programme do not replace those rules.

A final-sale label, missing packaging, or expiry of our voluntary return period does not automatically remove a valid claim relating to defective or misdescribed goods.

11. Contact Us

For return, exchange, cancellation, or refund enquiries, contact Rossanti:

Website: rossanti.com
Email: arrosy296@gmail.com
WhatsApp: +86 15363429612
Contact address: FLAT/RM 511, 5/F, MING SANG INDUSTRIAL BUILDING, 19-21 HING YIP ST, KWUN TONG, KL, HONG KONG

Please include your order number and contact us for the correct return address before sending any parcel.