Return and Refund Policy

At RoziLux, we always believe that the true value of art lies not only in the works themselves, but also in the emotions and experiences they bring to people. Each piece of work embodies our love for beauty and our dedication to quality. We hope that when you receive RoziLux's paintings, you will feel the warmth and care. However, we also understand that sometimes due to transportation, product or personal reasons, you may need to return the goods or get a refund. To ensure you have a safe, transparent and worry-free shopping experience, we have specially formulated a detailed return and refund policy.

I. Return Policy
Return time limit

Within 30 days of receiving the goods, if you are not fully satisfied with the work for any reason, you can apply for a return to us. For orders over 30 days old, we will not be able to accept return requests. Please check and confirm the goods in time after receiving them.

2. Acceptable return situations

We understand that art is a subjective experience, so RoziLux offers customers a variety of return options:

(1) Return due to quality issues
If the goods you receive have any of the following issues, we will offer a full refund or resend them

The goods are damaged, wrinkled or have obvious printing flaws.

Shipping errors (for example, the received size or pattern does not match the order);

Serious damage was caused during transportation;

There is a significant deviation between the color and picture quality of the product and the displayed image (not caused by the difference in the monitor).

(2) Returns not due to quality issues
If you wish to return a product for personal reasons (such as the item not matching the style of the space or not meeting your personal aesthetic standards, etc.), as long as the product remains brand new, unused, and undamaged, and the original packaging is intact, we will also accept return applications.
However, please note that the shipping cost for returns not due to quality reasons shall be borne by the buyer.

(3) Customize product descriptions
Some products are personalized customization works (such as those with special sizes, unique signatures or customized text). Due to their uniqueness, returns or refunds are not supported unless there are quality issues.

Ii. Return Process

To make the return process smoother, please follow the steps below

Contact customer service
Please email support@rozilux.com
Contact our customer service team and provide the following information:

Order number

Reason for return;

Product photos (including overall and detailed images);

Photos of the packaging appearance and logistics label (for verifying the transportation status).
We will reply to your application within 1 to 2 working days and confirm whether you meet the return conditions.

Obtain the return authorization and address
Once your return application is approved, we will provide you with the return authorization number (RMA number) and a detailed return address. Please return the goods within 10 days after receiving the confirmation.

Safe packaging and delivery
Please be sure to repackage the goods in the original packaging or protective packaging of equivalent quality to ensure that the paintings are not damaged during transportation. If the goods are damaged again due to improper packaging during the return process, we may refuse to refund.

Return confirmation
After we receive the returned goods, our team will conduct a quality inspection within 3 to 5 working days to confirm whether the condition of the goods meets the refund criteria.

Iii. Refund Policy
Refund validity period

After the return is confirmed to be correct, we will refund the money to your payment account along the original payment route within 5 to 7 working days. The time it takes for the refund to be credited may vary slightly depending on different payment channels, such as credit cards, PayPal, and bank transfers.

2. Refund amount

The refund amount will be determined based on specific circumstances

If there are quality issues or shipping errors, you will receive a full refund (including the original shipping fee and the return shipping fee).

If the goods are returned due to personal reasons, we will refund the amount of the goods, but the initial shipping fee and the return shipping fee will not be included.

3. Non-refundable situations

To maintain fairness and transparency, no refunds will be given in the following circumstances:

The goods have been used, defaced or obviously damaged by human factors;

The packaging, labels and accessories of the goods are missing.

The product is not purchased through the official RoziLux channels.

Applications made after the 30-day return period;

Subjective returns of customized goods except for quality issues.

Iv. Exchange Service

RoziLux understands that you may wish to replace your original order with works of other styles, sizes or patterns. We also support exchange services.

Exchange Notice

Please submit an exchange application via email within 30 days of receiving the goods.

The goods must be in brand new condition, unused and with intact packaging.

If the price of the exchanged goods is different, the difference will be made up or returned.

If an exchange is made due to quality issues, the shipping cost will be borne by RoziLux. If the goods are exchanged due to personal reasons, the shipping cost shall be borne by the buyer.

V. Logistics and Transportation Damage

We attach great importance to transportation safety. All RoziLux products are strictly packaged before shipment and sent through reliable logistics channels.
If the goods you receive are damaged during transportation, please contact us within 48 hours of receiving the package and provide:

Clear photos of the damage;

Photo of the outer packaging box;

Order number and express tracking number.

After confirming that the damage is caused by transportation, we will immediately arrange for a free replacement or a full refund for you.

Vi. After-sales Support and Communication

We are well aware that the purchase of art is not merely a transaction, but also a trust. Therefore, RoziLux always provides after-sales service to each customer with a sincere and professional attitude. No matter what problems you encounter during purchase, return or exchange, or transportation, our customer service team will provide you with full assistance throughout the process.

📩 customer service email: support@rozilux.com

Vii. Our Commitment

RoziLux is not merely a mural store; it is also an art space brimming with passion and dreams. We understand the expectations of every customer for our works and also cherish the trust in every communication.

Our return and refund policy is designed to safeguard your rights and interests, eliminate your concerns during the shopping process, and allow you to take the art home with peace of mind. We hope that when you choose RoziLux, what you get is not just a painting, but a warmth and peace of mind from art.

If you have any questions about our policies or need further assistance, please feel free to contact us at any time. Every member of RoziLux is willing to listen, understand and solve your problems with care.