RETURN AND REFUND POLICY

At Rosie Hong, we pride ourselves on delivering tailored garments that meet and exceed your expectations. Each piece is meticulously crafted to your precise specifications, using premium eco-friendly and vegan materials, and is personalized for you using state-of-the-art 3D body scanning and visualisation technology.

CANCELATION

In case you change your mind after completing your purchase, you can cancel your order within 24 hours for a full refund.

REFUND OR COMPENSATION ELIGIBILITY

As our garments are custom-made, we cannot accept returns in the traditional sense. However, your satisfaction is paramount to us. If your bespoke garment does not align with the agreed-upon measurement parameters, design, color, or materials as confirmed in your order, we offer a compensation with full refund.

To be eligible for compensation, any discrepancies must be related to:

• Measurement inaccuracies from the final product compared to the provided 3D scans.
• Differences in design, colour, or material from what was specified in your confirmed order.

HOW TO REQUEST REFUND OR COMPENSATION

1. Log in to your account on the Rosie Hong platform.
2. Select the product you are unsatisfied with and follow the instructions to submit evidence of the discrepancy (such as photos or detailed descriptions).
3. Our Customer Care team will thoroughly review your submission. If it is determined that the error is on our end, we commit to providing compensation.

COMPENSATION PROCESS

Upon approving your compensation request, we will proceed with one of the following options:

• Crafting another product equivalent in value to your original purchase.
• Offering alterations to the existing garment where possible.

Time Frame for Compensation Requests: We ask that you submit your compensation request within 7 days of receiving your tailored garment to ensure a prompt resolution.

TAILORING ADJUSTMENTS

Should minor adjustments be needed, and you are located within Vietnam, we can provide repair services directly. For international clients, we will provide detailed guidance on how to have your garment adjusted locally and offer compensation via your Rosie Hong account.

Our commitment to customer satisfaction and sustainability is reflected in our personalized tailoring and premium material selections. Should you have any questions pertaining to your unique Rosie Hong garments or our compensation policy, please do not hesitate to contact our customer service team for assistance.

For further details on maintaining the quality of your bespoke garments, please refer to our ‘Caring & Preserving Instructions’ available on our website.

Thank you for choosing Rosie Hong for your custom-made and bespoke tailoring needs. We are dedicated to ensuring a seamless experience from conception to the final stitch.

This new return policy articulates a clear procedure for handling any discrepancies in orders, detailing the steps for the client to take and demonstrating a transparent approach to customer service and satisfaction.