Our Commitment to Your Satisfaction
At HOPE ROZA, we want you to love your purchase. If for any reason you are not completely satisfied with your order, we offer an exchange policy to ensure your utmost satisfaction. That is our 'Happiness Guarantee' commitment.
HOPE ROZA Warranty on Handbags & Small Leather Goods:
At HOPE ROZA, we focus on providing quality and simplicity in our products. We stand behind the durability and performance of our handbags & small leather goods. We offer:
- 1-year limited warranty from the date of purchase.
- Our 'Happiness Guarantee' - to inspire confidence & peace of mind for 1st-time buyers as they experience the brand. This promise mandates us to do what's right and strive for complete customer satisfaction in every reasonable way.
Conditions & Exclusions of Warranty:
- Our warranty covers manufacturing defects and workmanship issues.
- Warranty is non-transferable and applicable only to the original purchaser.
- In case of replacement, the client is responsible for any costs associated with shipping defective products to us & replacement product to them.
- Variations in color and texture are the characteristics of beautiful tanned leather. Over time, the leather may acquire a patina and may also darken due to the oils from your skin and direct sunlight, this is natural.
- This Warranty does not cover damages resulting from normal wear and tear, improper use or care, accidents, unauthorized repairs, alterations, or any damage caused by third parties.
HOPE ROZA Warranty on Footwear:
At HOPE ROZA, we focus on providing comfortable, innovative & classic footwear. We stand behind the science and performance of our shoes. We offer:
- 1-month limited warranty from the date of purchase.
- Our 'Happiness Guarantee' - to inspire confidence & peace of mind for 1st-time buyers as they experience the brand. This promise mandates us to do what's right and strive for complete customer satisfaction in every reasonable way.
Conditions & Exclusions of Warranty:
- Our warranty covers manufacturing defects and workmanship issues.
- Warranty is non-transferable and applicable only to the original purchaser.
- In case of replacement, the client is responsible for costs associated with shipping defective products to us & replacement product to them.
- Variations in color, shape and texture are the characteristics of beautiful tanned leather. Over time, the leather may fold and may also darken due to the polish and direct sunlight, this is natural.
This Warranty does not cover damages resulting from normal wear and tear, improper storage & care.
HOPE ROZA's commitment to quality extends beyond the warranty period. We believe in the lasting value and are committed to ensuring satisfaction and enjoyment for our customers throughout their ownership of our products. Shop with confidence, knowing that our warranty protects you & we are here to support you.
Returns and Exchange Policy:
- Eligibility for Exchange: We accept exchanges for unused products within 30 days from the date of purchase. To be eligible for an exchange, the item must be in its original condition, unworn, and with all tags and packaging intact.
- Damage Claims โ 48-Hour Window: If you receive an item with a major defect or shipping damage, you must notify us within 48 hours of delivery by sending a clear photo and short video via WhatsApp to +65 8660 8350 or email help@hoperoza.com. Claims submitted after 48 hours or without supporting photo and video documentation cannot be processed. We reserve the right to assess all damage or defect claims.
- Exchange Process: If you wish to exchange your purchase for a different size, color, or style, please contact our customer support team. They will guide you through the simple exchange process and provide you with the necessary instructions.
- Unused Products Only: Please note that we can only accept exchanges for unused products. If the item has been worn, damaged, or altered in any way, it will not be eligible for exchange.
- Shipping Costs: Customers are responsible for the cost of shipping items back to us for exchange. For Singapore customers, we will cover the cost of shipping the exchanged item back to you. For international customers, any return and redelivery shipping costs are the responsibility of the customer. Price differences between exchanged items may also apply.
- Exceptional Customer Service: Our dedicated customer support team is here to assist you throughout the exchange process. If you have any questions or concerns, feel free to reach out to us. We're committed to providing you with an exceptional customer experience.
Please keep in mind that our exchange policy is designed to ensure fairness and allow you to find the perfect HOPE ROZA product that suits your preferences. We appreciate your understanding and cooperation.
For detailed information on how to initiate an exchange or for any further inquiries, please contact our customer support team directly.
Repairs: If you need help with an existing purchase and need guidance on repair or replacement please contact us on our WhatsApp Chatbot and we will assist you to the best of our abilities. With much love & care. Let's keep creating a life worth dressing up for :-)
HOPE ROZA Care Team
