Refund policy
Each Rose Noir piece is handmade in small quantities and, in many cases, created specifically for you. Because of this, all Rose Noir orders are final sale. We do not accept returns or exchanges.
While we do not accept returns, we want to make sure your order arrives as expected. If there is an issue with your order, please reach out and we’ll do our best to make it right.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact us at info@rosenoirco.ca within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Photos of the packaging, if the item arrived damaged
Depending on the circumstances, we may offer a replacement or refund.
Please do not dispose of, repair or alter the item before contacting us, as we may need additional information or photographs to assess the issue.
Handmade Variations
Rose Noir pieces are handmade, so slight variations in colour, texture, shape, pattern and finish are to be expected.
These variations are part of the handmade nature of our products and are not considered defects.
Colours may also appear slightly different depending on your screen or device.
Personalized & Custom Orders
Personalized and custom orders are final sale.
Please carefully review all names, phone numbers, colours, designs and other selections before completing your order.
If an item contains an error made by Rose Noir, please contact us and we will work with you to determine an appropriate resolution.
If incorrect information was provided by the customer at the time of ordering, a replacement may be available at the customer's expense.
Change of Mind
Because our products are handmade and often made specifically for each order, we do not offer refunds, returns or exchanges due to:
- Change of mind
- Incorrect size or colour selection
- Choosing the wrong design
- No longer wanting the item
- Ordering by mistake
- Incorrect information provided by the customer
Please review your order carefully before completing your purchase.
Sale & Final Sale Items
Items purchased during sales, promotions or marked as final sale are not eligible for refunds, returns or exchanges due to change of mind.
If a sale item arrives damaged, defective or incorrect, please contact us within 7 days of delivery so we can determine an appropriate resolution.
Lost or Stolen Packages
Rose Noir is not responsible for packages that are confirmed as delivered but are subsequently lost or stolen.
For untracked shipments, we cannot guarantee delivery or provide tracking updates once an order has been shipped.
If a tracked package appears to be lost in transit, please contact us and we will work with you to determine the appropriate next step.
Please see our Shipping Policy for additional information.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible at info@rosenoirco.ca.
Because we begin preparing orders shortly after they are placed, we cannot guarantee that a cancellation or change will be possible once production has started.
Personalized and custom orders that have already entered production cannot be cancelled.
Refunds
If Rose Noir determines that a refund is appropriate, it will be issued to the original payment method used for the purchase.
Refund processing times may vary depending on your payment provider or financial institution.
Replacement Orders
If Rose Noir determines that a replacement is appropriate, we will provide instructions for the replacement process.
Replacement items may not be identical to the original item if the original design, materials or components are no longer available. In these cases, we will work with you to determine an appropriate alternative.
Questions or Issues With Your Order?
If something doesn't look right with your order, please don't hesitate to reach out.
Email info@rosenoirco.ca with your order number and details about the issue, and we'll be happy to take a look.