Refund policy

We want you to enjoy every bite. If your cheese arrives damaged, spoiled, or is not as described, Rosalie will accept returns and issue a refund or replacement under the conditions below.

1. Eligibility

  • Report any problem within 48 hours of receiving the order.

  • To request a return or refund, please provide:

    • Your order number.

    • Photos clearly showing the problem (packaging and product).

    • A short description of the issue (taste, smell, visible spoilage, incorrect item, etc.).

2. How to submit a claim

Email us with the batch code number

3. Assessment & resolution

  • After we receive your claim and photos, our team will assess the issue. If we confirm the product is defective, spoiled, or incorrect, we will offer:

    • Full refund to the original payment method, or

    • Replacement shipment (subject to availability).

  • Refunds are processed within 7–14 business days after approval (time depends on your bank/payment provider).

4. Important exclusions — Near-expiry items

  • Products that are within 7 calendar days of their printed expiry/best-before date at the time of delivery are not eligible for return or refund, unless the product is clearly spoiled or damaged on arrival.

  • This policy exists because many cheeses are sold and consumed close to the best-before date, but must be safe and as described at delivery.

5. Other exclusions

  • Change of mind, preference, or taste (e.g., you simply don’t like the cheese) is not eligible for refund.

  • Products damaged after delivery due to improper storage or handling by the customer are not eligible.

  • Gifts: if you received a gifted order and there’s an issue, please contact us with the order number and photos.

6. Returns shipping

  • If a return is approved, we will instruct you how to return the item. In cases where Rosalie is at fault (wrong item, spoiled on arrival), we will cover return shipping or provide a prepaid return label where applicable.

7. Final notes

  • We may ask for the returned item to be made available for collection or to be returned so we can investigate with our supply chain.