Refund policy
Last updated: October 23, 2026
Thank you for shopping with Roma Rosales. Every PRESENZA product is handmade for skin care, so for hygiene and safety we cannot accept returns of opened or used products. This policy explains what we can return, replace or refund.
Returns
We accept returns of unopened, unused products in their original sealed packaging within 30 days of delivery. Soap bars must still have their band, and Soap Sets must be complete, with the twine and the tag intact. Cream jars must be unopened, with their seal unbroken.
For hygiene and safety, we cannot accept returns of opened or used products, or of products that were not stored as indicated on the label.
How to start a return
Email us at info@romarosales.com with your order number and the items you want to return, before sending anything back. We will reply with the return instructions. Returns sent without contacting us first cannot be accepted.
For change-of-mind returns, you pay the return shipping cost. We recommend a trackable shipping method, as we cannot refund items that do not reach us.
Damaged, defective or wrong items
Please inspect your order when you receive it. If a product arrives damaged or defective, or you received the wrong item, email us within 7 days of delivery with your order number and photos of the product and the package. We will send a replacement or refund the affected items at no cost to you. In most cases you will not need to send the item back.
In warm weather our creams may soften in transit. This is not a defect: place the jar in a cool spot and it will set again.
Skin reactions
Our products are made with natural ingredients, and every label lists them in full. Please read the ingredient list and test a small amount on a small area of skin first. If you have a reaction, stop using the product and email us with your order number and the batch code on the label. We review every report personally, record it in our product safety records, and will work with you on a fair solution.
Exchanges
We do not exchange items directly. If you would like a different product, return the unopened item as described above and place a new order.
Order cancellations You can cancel your order free of charge before it ships by emailing us as soon as possible. Once an order has shipped, it can no longer be cancelled, but unopened items may be returned as described above.
Non-returnable items
- Opened or used products.
- Products returned more than 30 days after delivery.
- Gift cards.
- Items marked as final sale at the time of purchase.
Refunds
We will notify you by email once we receive and inspect your return, and let you know whether the refund was approved. If approved, the refund is made to your original payment method within 5 business days. Shipping costs are not refunded, unless the return is due to our error or a damaged or defective item. Your bank or payment provider may need additional time to post the refund.
If you do not see your refund within 10 business days after it was approved, please contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, report a damaged item or report a reaction, email us at info@romarosales.com or use the contact details in our Contact Information policy.