Return & Refund Policy

01. 14-Day Return Eligibility

ROXÉ accepts returns within 14 days of delivery for products that are unused, unopened, and in their original packaging.

To qualify for a return under our standard policy:

• The item must remain in brand new condition, unaltered, and with all original seals intact.
• The return request must be initiated within fourteen (14) calendar days from the date of confirmed postal delivery.
• The item must be securely repacked in its original product packaging to ensure safe transit back to our facilities.

02. Hygiene Standards & Final Sale Items

Due to strict sanitary and cosmetic hygiene regulations designed to protect all clients:

We encourage you to review our detailed shade guides, applied model imagery, and formulation descriptions on our product and combo pages prior to placing your order. If you need assistance selecting the ideal shade, our concierge team is delighted to help.

03. Damaged, Defective, or Incorrect Orders

We take meticulous care in packaging and preparing every ROXÉ order. In the unlikely event that your parcel encounters an issue in transit:

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include your order number and photos of the item.

• Notification Window: Within 48 hours of carrier delivery confirmation.
• Required Details: Your full name, order confirmation number, a brief description of the issue, and clear photographs showing the item condition and parcel packaging.
• Resolution: Upon verification, we will immediately arrange an expedited replacement or full refund at no additional cost to you.

04. Refund Issuance & Shipping Charges

Once your returned parcel is received and inspected by our quality assurance team:

• Approved Refunds: Approved refunds will be issued to the original payment method used during checkout (Square, Credit/Debit Card, or Apple Pay).
• Processing Time: Financial institutions typically require 3 to 7 business days to reflect the credit on your statement once processed.
• Shipping Fees: Shipping charges are non-refundable unless the return or exchange is due to an error made by ROXÉ (such as shipping a damaged or incorrect item).

05. How to Submit a Return Request

To initiate a return or report an issue with your shipment, please contact our Customer Care Concierge: