Refund and Returns Policy

At RosinMarket.com, customer satisfaction is important to us. We aim to provide a reliable shopping experience and to address concerns involving defective products, damaged shipments, incorrect orders, and eligible returns fairly and efficiently.

This Refund and Returns Policy explains the conditions under which customers may request a return, replacement, exchange, cancellation, or refund for purchases made through our website.

By placing an order on RosinMarket.com, you agree to the applicable terms of this policy, subject to your rights under the consumer protection laws that apply to your purchase.

Important: Nothing in this policy is intended to exclude, restrict, or override any consumer rights that cannot legally be waived.

2. Return Eligibility

Our proposed standard return period is 30 days from the date of delivery. Before publishing this policy, RosinMarket should confirm that this period matches its actual business practices and applicable legal requirements.

To qualify for a return under our standard voluntary return policy, an item generally must:

Be within the applicable return period.
Be unused and in its original condition, except where inspection is necessary to establish a defect or verify the item.
Include its original packaging and accessories where reasonably required.
Be accompanied by proof of purchase, such as an order confirmation or receipt.
Meet any additional eligibility conditions disclosed on the relevant product page and permitted by applicable law.

Certain items may not qualify for a change-of-mind return because of hygiene, safety, product integrity, regulatory restrictions, or other lawful exceptions.

However, these exclusions do not remove any applicable legal rights relating to faulty, damaged, misdescribed, or incorrectly supplied products.

If you are unsure whether an item qualifies for a return, contact our customer support team before sending it back.

3. Items That May Not Be Eligible for Standard Returns

Some products may be excluded from voluntary change-of-mind returns where permitted by law.

Examples may include:

Products that have been opened, used, or consumed where return is restricted for legitimate hygiene, safety, or product-integrity reasons.
Perishable goods or products with a limited shelf life.
Products that cannot lawfully be returned or resold under applicable regulations.
Personalized or specially made products, where a lawful exception applies.
Digital products or services for which a valid legal exception applies.
Gift cards, where exclusion is lawful.
Items damaged through misuse, unauthorized modification, or improper storage after delivery, where applicable.

Regulated or sensitive products: If RosinMarket sells rosin, cannabis-related products, concentrates, extracts, or other regulated goods, additional restrictions may apply depending on the product, its packaging, the destination, and local law. Do not return such items without obtaining instructions from our support team.

We will not rely on a general exclusion to deny a remedy that is legally required for a defective, misdescribed, or incorrectly supplied product.

4. Damaged, Defective, or Incorrect Orders

We want customers to receive the items they ordered in the expected condition.

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible after delivery.

When reporting an issue, please provide:

Your order number.
The email address associated with your purchase.
A clear description of the problem.
Photographs of the item and packaging, where relevant and safe to provide.
Any available information about missing items or shipping damage.

Please do not discard the original packaging until the issue has been reviewed, if retaining it is reasonably practical.

After reviewing your claim, we may offer an appropriate remedy, which may include a replacement, repair, refund, or another solution required by applicable law.

The available remedy will depend on the nature of the issue, the product involved, the evidence available, and your legal rights.

You will not be required to pay an unreasonable return cost for a confirmed defective or incorrectly supplied item where the applicable law or our approved resolution requires us to cover that cost.

We may request additional information when reasonably necessary to investigate a claim. We will not use this process to unreasonably delay a valid remedy.

5. How to Request a Return

To begin a return request, follow these steps.

Step 1: Contact our support team.

Email our official customer support address at [Insert your customer support email] with the subject line “Return Request.”

Step 2: Include your order details.

Provide your order number, the item you wish to return, and the reason for the request. Include supporting photographs if the product is damaged or incorrect.

Step 3: Wait for instructions.

Our team will review your request and explain whether the item is eligible for return. If a return is approved, we will provide the applicable return address and instructions.

Step 4: Package the item appropriately.

Where a return is authorized, package the item securely and follow the instructions provided. Do not ship restricted, hazardous, temperature-sensitive, or regulated products without confirming that the return is lawful and that the proposed shipping method is permitted.

Step 5: Retain proof of shipment.

If you are instructed to send an item back, retain your tracking number and proof of postage until the matter is resolved.

Please do not send returns to an address obtained from an unofficial source or assume that the original shipping address is also the correct returns address.

6. Return Shipping Costs

Return shipping costs depend on the reason for the return and the requirements of applicable law.

6.1 Change-of-Mind Returns

For an eligible voluntary return because you changed your mind, selected the wrong item, or no longer need the product, the customer may be responsible for return shipping costs if this was clearly disclosed and is permitted by law.

Original shipping charges may also be non-refundable in certain circumstances, subject to applicable consumer protection requirements.

6.2 Damaged, Defective, or Incorrect Items

If an item is confirmed to be defective, damaged before delivery, or incorrectly supplied, RosinMarket will arrange or reimburse reasonable return shipping costs where required by law or agreed as part of the approved resolution.

Please contact us before paying for return shipping so that we can provide the appropriate instructions.

6.3 Lost or Undelivered Orders

If your order has not arrived within the applicable delivery period, contact us before placing a duplicate order or assuming that the shipment is lost.

We will review the tracking information and investigate with the relevant delivery provider where appropriate. We will then determine the appropriate next steps in accordance with our shipping terms and applicable law.

7. Refund Eligibility and Approval

Refunds are available for eligible returns, cancellations, and other circumstances in which a refund is required by law or approved by RosinMarket.

A refund may be considered where:

An eligible return has been received and approved.
A product arrives defective or damaged and a refund is the appropriate remedy.
The wrong product was supplied and a refund is approved or legally required.
An order is cancelled before fulfilment and the cancellation qualifies for a refund.
An order cannot be fulfilled.
A shipment is confirmed lost and a refund is the appropriate resolution.
Applicable consumer protection law requires a refund.

We may inspect returned items where reasonable and lawful to confirm their condition and eligibility.

We will not refuse a legally required refund merely because a product’s original packaging is unavailable, where applicable law does not permit that reason for refusal.

If a refund is not approved, we will explain the reason where appropriate and identify any available alternative remedy.

8. Refund Processing Time

Once a refund has been approved, we will initiate the refund within the timeframe required by applicable law or our communicated refund procedure.

Where supported, refunds will generally be issued to the original payment method. If the original payment method is unavailable, we will contact you to discuss an appropriate lawful alternative.

The time it takes for the money to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

Please distinguish between:

Refund approval: Our confirmation that a refund has been authorized.
Refund initiation: The point at which we submit the refund through the applicable payment system.
Refund posting: The time at which your payment provider makes the funds available to you.

We cannot guarantee the exact posting date controlled by a third-party financial institution.

If you have not received an expected refund after the timeframe communicated to you, contact our support team with your order number and refund confirmation details, if available.

9. Exchanges and Replacements

Where available, RosinMarket may offer an exchange or replacement for an eligible item.

Exchanges may be considered when:

The wrong item was supplied.
An item arrives damaged or defective.
A product is missing a component.
Another exchange arrangement is approved by our team.

Availability depends on stock, product eligibility, shipping restrictions, and applicable law.

If the requested replacement is unavailable, we may offer another suitable resolution, including a refund where appropriate or legally required.

For hygiene-sensitive, sealed, consumable, or regulated products, exchanges may be restricted. Please contact us before returning or attempting to exchange such items.

10. Order Cancellations

If you need to cancel an order, contact our customer support team as soon as possible and provide your order number.

We will attempt to stop processing or dispatching the order if it has not already progressed beyond the stage at which cancellation is reasonably possible.

If the order has not been fulfilled and cancellation is accepted, any applicable refund will be processed in accordance with our refund procedure and applicable law.

If an order has already shipped, you may need to follow the applicable delivery refusal or return procedure. Additional shipping or return costs may apply where lawful and properly disclosed.

Nothing in this section limits any statutory cancellation or withdrawal right that applies to your purchase.

11. Orders That Cannot Be Fulfilled

Occasionally, an order may be unavailable because of stock discrepancies, a pricing or listing error, delivery limitations, payment issues, or legal restrictions.

If RosinMarket cannot fulfil an order, we will notify you as appropriate and arrange a refund or other lawful resolution for any payment collected for the unfulfilled order.

We will not knowingly ship products where doing so would violate applicable laws or shipping restrictions.

If a product becomes unavailable after payment, we may contact you to discuss whether you prefer an available alternative or a refund, where such a choice is appropriate.

12. Shipping Delays and Missing Packages

Delivery estimates are provided as guidance unless a specific delivery commitment applies.

Shipping delays may occur because of carrier disruptions, customs processing, severe weather, incorrect delivery information, or other circumstances outside our reasonable control.

If tracking indicates that an order is delayed, contact our support team so that we can review the available information.

If an order is confirmed lost or remains undelivered beyond the applicable period, we will investigate and provide an appropriate resolution consistent with our shipping terms and applicable law.

Customers should provide accurate delivery information at checkout and notify us promptly of any address correction needed before dispatch.

We will assess delivery disputes fairly and will not use tracking information alone to disregard a valid claim where the law requires further investigation or a remedy.

13. Refused or Undeliverable Shipments

A shipment may be returned to the sender if the delivery address is incomplete, delivery attempts are unsuccessful, the recipient refuses delivery, or the shipment cannot legally be delivered.

If a shipment is returned to RosinMarket, we may contact you to confirm the address and discuss reshipment or another appropriate solution.

Additional shipping charges may apply to reshipments caused by incorrect customer-provided information where permitted by law and clearly disclosed.

If a shipment cannot be delivered for reasons attributable to RosinMarket or the delivery provider, we will assess the circumstances and provide any refund or other remedy required by applicable law.

Orders containing regulated products may be subject to additional delivery and identification requirements.

14. Chargebacks and Payment Disputes

If you believe a charge is incorrect or an order has not been fulfilled, please contact our customer support team so that we can investigate.

Where appropriate, we may provide order confirmations, payment records, tracking information, and relevant correspondence to the payment provider to help resolve a dispute.

You retain any rights available through your bank, card issuer, payment provider, or applicable law.

Nothing in this policy requires you to give up a lawful right to dispute an unauthorized or incorrect transaction.

15. Promotions, Discounts, and Bundled Products

Refunds involving promotional purchases, discount codes, bundles, or multi-item offers may require adjustments to reflect the products retained and the terms of the original offer, where permitted by law.

For example, if a discount depended on purchasing several eligible items together, the value of a partial refund may be calculated according to the actual terms disclosed at the time of purchase.

We will explain any applicable adjustment before finalizing the refund where reasonably practicable.

This policy does not authorize us to impose charges or deductions that are prohibited by applicable law.

16. Gift Cards and Store Credit

If RosinMarket offers gift cards or store credit, the applicable terms will be disclosed at the time of purchase or issuance.

Gift cards and store credit may be subject to restrictions on redemption, transfer, expiration, or refunds, provided those restrictions comply with applicable law.

Where a refund is legally required, we will not substitute store credit for a monetary refund if the law requires another form of reimbursement.

17. Products Subject to Legal or Shipping Restrictions

Some products may be subject to special storage, handling, transport, age-verification, or return requirements.

Customers are responsible for providing accurate information required for lawful order fulfilment and for complying with applicable rules governing possession, receipt, and use of products.

RosinMarket reserves the right to review orders that cannot lawfully be fulfilled or shipped to the selected destination.

For regulated products, customers should obtain return authorization before sending an item back. Certain products may not be eligible for ordinary postal returns, and unauthorized shipments may create safety or legal issues.

These restrictions do not remove any refund, cancellation, or other consumer rights that cannot lawfully be excluded.

18. Fraud Prevention and Abuse of the Returns Process

We may review return and refund requests to identify suspected fraud, unauthorized transactions, repeated abuse, or materially inconsistent claims.

Where appropriate and permitted by law, we may request reasonable supporting information before resolving a disputed claim.

We reserve the right to take lawful steps to protect our business and customers against fraudulent activity.

However, a legitimate complaint, lawful return request, or valid exercise of consumer rights will not by itself be treated as abuse.

19. Consumer Rights

This Refund and Returns Policy is intended to explain our voluntary return procedures and does not replace any mandatory consumer rights that apply to your purchase.

Depending on your location and the circumstances of the transaction, you may have statutory rights relating to defective goods, incorrect orders, cancellation periods, refunds, delivery, and remedies for non-conforming products.

If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail to the extent of the conflict.

Customers should contact the appropriate consumer protection authority or obtain independent legal advice if they require guidance about their statutory rights.

20. Changes to This Policy

RosinMarket may update this Refund and Returns Policy from time to time to reflect changes in our business practices, product range, shipping arrangements, payment methods, or legal obligations.

The revised version will be published on RosinMarket.com with an updated “Last Updated” date.

Changes will apply as permitted by law. We will not use a later policy update to unlawfully remove rights that already apply to a completed purchase.

We encourage customers to review this page before placing an order.

21. Contact Us

If you have questions about a return, refund, replacement, exchange, or cancellation, please contact our customer support team.

Website: https://rosinmarket.com

Customer Support Email: [Insert your official support email]

Business Name: [Insert your registered business or legal entity name]

Business Address: [Insert your official business address, where appropriate]

When contacting us, please include your order number, the email address used to place the order, and a clear description of your concern.

Please use the subject line “Refund or Returns Request” so that we can identify your enquiry more easily.

We will review your request and respond as promptly as reasonably possible, subject to the nature of the issue and any applicable legal deadlines.

Thank you for shopping with RosinMarket.com. We appreciate your business and are committed to handling eligible returns and refund requests fairly, transparently, and in accordance with applicable law.

Policy preparation note: This is a general template and is not legal advice. Before publishing, confirm the return window, refund procedure, exclusions, shipping arrangements, contact details, and legal requirements for the countries in which RosinMarket operates.