Return & Refund Policy

1. Eligible cases

• You received a different item than the one you ordered (colour or style).
• The item arrived with a manufacturing defect (stitching, fabric, embroidery).
• The item arrived damaged due to shipping.

2. Ineligible cases

• Change of mind after purchase.
• Sizing issues due to the customer's own choice.
• Minor colour differences caused by screen lighting.
• Items ordered with a custom size — these are made specifically for you and cannot be returned except in the case of a clear manufacturing defect.
• Items that have been used or have had their original tags removed.

3. Return process

1. Contact us via WhatsApp within 48 hours of receiving the order, with the order number (BA-XXXX) and a photo showing the issue.
2. After reviewing and approving your request, we will send you return instructions. Please do not ship the item back before written approval.
3. The item must be in its original condition with all tags and packaging.

4. Return shipping

When a return is approved for an error on our side, Rozana covers the full return shipping cost. We will arrange courier pickup from your address.

5. Refund

• After receiving and inspecting the item (2 – 5 working days), we issue a full refund through the original payment method (KNET / Visa / Mastercard / Apple Pay).
• The refund typically appears in your account within 7 – 14 working days, depending on your bank.
• You can choose an exchange of equal value instead of a refund.

6. Contact

For any question regarding returns, please contact us via WhatsApp or Instagram (links in the footer) with your order number.