Return & Refund Policy
Last updated: October 4, 2026
At ROCHELLE NERETTI, we want the return and refund process to be clear and transparent. This policy explains how cancellations, returns and refunds are handled.
Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country.
Order Cancellations Before Shipment
If your order has not yet been shipped, you may contact us at support@rochelleneretti.com to request cancellation.
If the cancellation can still be processed before shipment, the amount paid for the cancelled order will be refunded to the original payment method.
We do not deduct card-processing, transaction or administrative fees from refunds where applicable consumer law requires a full reimbursement.
Once an order has been shipped, it can no longer be cancelled as an unshipped order. You may instead request a return in accordance with the conditions below.
EU / EEA Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area and your purchase is covered by EU consumer law, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without having to provide a reason.
To exercise your right of withdrawal, you must notify us clearly of your decision within the applicable 14-day period by contacting:
After notifying us, the goods must be returned without undue delay and within the period required by applicable law.
Refund Following an EU Withdrawal
Where the statutory right of withdrawal applies, we will refund the payments received from you in accordance with applicable consumer law.
This includes the cost of the least expensive standard delivery method offered for your order.
If you selected a more expensive delivery option, such as express or premium delivery, the additional cost above our standard delivery option is not required to be refunded.
Refunds will normally be made using the same payment method used for the original transaction, unless another method is expressly agreed.
We may withhold the refund until:
we receive the returned goods; or
you provide evidence that the goods have been sent back,
whichever occurs first, where permitted by applicable law.
Return Shipping Costs
Unless the item is defective, incorrect, or applicable law requires otherwise, the direct cost of returning the goods is the customer’s responsibility.
We do not provide prepaid return shipping labels for standard customer-initiated returns.
Return shipping costs paid by you to a postal or courier company are not reimbursed unless required by applicable law.
We strongly recommend using a tracked shipping service and, for high-value items, appropriate shipping insurance.
The customer remains responsible for the returned parcel until it reaches the designated return location.
Our 30-Day Return Policy
In addition to any statutory rights you may have, ROCHELLE NERETTI accepts eligible return requests made within 30 days after delivery.
This additional 30-day return period does not reduce or replace any mandatory rights available to consumers under applicable law.
For returns made outside a mandatory statutory withdrawal period but within our voluntary 30-day return period, the following conditions apply:
the item must be unused;
the item must not be damaged;
all original tags must remain attached where applicable;
the item must be returned with its original packaging and accessories where reasonably applicable;
the item must be in a condition suitable for acceptance as a return.
Please contact us before sending any item back.
Condition of Returned Items and Diminished Value
During a statutory withdrawal period, you may inspect an item to the extent reasonably necessary to establish its nature, characteristics and functionality.
If an item has been handled beyond what would reasonably be necessary for such an inspection and this has caused a reduction in its value, we may make an appropriate deduction reflecting the actual diminished value of the goods, where permitted by applicable law.
We do not automatically apply a fixed 20% deduction simply because an item has been returned.
Any reduction must relate to the condition of the particular returned item and the actual loss in value, subject to applicable consumer law.
Examples that may result in diminished value include significant wear, damage, stains, alterations, missing parts, removed or damaged security tags, or handling beyond what would normally be permitted when examining an item.
Returned Products and Charitable Donations
Returned items are not necessarily placed back into our regular inventory for resale.
Where appropriate, certain returned products may instead be transferred for charitable donation through our designated return-handling process.
This does not affect your statutory consumer rights or the way an eligible refund is calculated.
Incorrect, Damaged or Defective Items
If you believe you have received an incorrect, damaged or defective item, please contact:
as soon as reasonably possible.
Please provide:
your order number;
a description of the issue; and
photographs showing the item and the problem, where reasonably possible.
Photographs help us investigate and resolve claims more quickly.
However, requesting photographs does not limit any statutory rights you may have concerning defective or non-conforming goods.
Please do not dispose of, alter or send the item elsewhere before receiving return instructions from us.
Personalized and Custom-Made Products
Products that are made to the customer’s specifications or are clearly personalized may be excluded from the statutory right of withdrawal where permitted by applicable law.
This may include certain:
personalized products;
custom-made products;
custom-printed products;
made-to-order products produced specifically according to customer instructions.
This exception does not remove rights that may apply if the goods are defective, damaged or not as described.
Incorrect Delivery Address Provided by the Customer
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, please contact us and we will make reasonable efforts to assist.
Additional shipping or recovery costs caused by an incorrect customer-provided address may be the customer’s responsibility where permitted by law.
Providing an incorrect address does not automatically remove any mandatory consumer rights that may otherwise apply.
International Orders, Customs Duties and Import Taxes
For international orders, including orders delivered to the United Kingdom, United States, Canada and other destinations outside the relevant customs territory, customs duties, import VAT, brokerage charges or similar government charges may apply.
These charges may be collected directly from you by customs authorities, postal operators or courier companies and may not have been paid to ROCHELLE NERETTI.
Amounts paid directly to customs authorities or third-party carriers generally cannot be refunded by ROCHELLE NERETTI because we did not receive those amounts.
Where taxes or duties were collected directly by us as part of your order, any refund will be handled in accordance with applicable tax, customs and consumer-protection rules.
You may need to contact the relevant customs authority or courier regarding reimbursement of duties or taxes paid directly to them.
How to Start a Return
Before returning any product, contact us at:
Please include your order number and the item you wish to return.
We will provide the appropriate return instructions and, where applicable, the designated return address.
Important
Do not return your order to the address shown on the original shipping parcel unless we specifically instruct you to do so.
The original shipping address may belong to a warehouse, logistics provider or fulfilment facility that is not authorised to receive customer returns.
Returns must be sent only to the return address provided by our customer service team.
Sending a return to an unauthorised address may significantly delay or prevent us from receiving and identifying the parcel.
Refund Process
Once your return has been received, it will be inspected.
We may send you confirmation that the return has been received and notify you of the status of your refund.
Where a refund is approved, it will normally be issued to the original payment method unless another method has been expressly agreed.
For EU statutory withdrawals, reimbursement will be made within the period required by applicable law, subject to our right, where applicable, to withhold reimbursement until the goods have been received or evidence of return has been provided.
After a refund has been issued by us, your bank or payment provider may require additional processing time before the funds appear in your account.
Late or Missing Refunds
If we have confirmed that your refund has been issued but you have not yet received it:
Check your bank or payment account again.
Contact your card issuer or payment provider.
Contact your bank, as processing times may vary.
If you have completed these steps and still cannot locate the refund, contact us at:
Gifts
If an item was purchased as a gift and shipped directly to the recipient, we may offer an appropriate gift credit where applicable.
If the item was purchased by another person and was not designated as a gift, any monetary refund will normally be returned to the original purchaser and original payment method.
Mandatory consumer rights remain unaffected.
Exchanges
If you wish to exchange an item for another size or eligible alternative, please contact:
Exchange availability depends on stock.
Where a direct exchange is not possible, you may be asked to return the original item and place a new order.
Contact
For cancellations, returns, exchanges, refund questions or other assistance, please contact:
ROCHELLE NERETTI
Website: rochelleneretti.com
Email: support@rochelleneretti.com
