Refunds & Returns Policy

Refunds & Returns Policy

Returns

Can I return my order? Yes.

Items purchased from Anna & Rose Toronto can, in most cases, be returned within 30 days of receipt. To be eligible for a return, the item must meet the conditions below.

Return Conditions

  • The product must not be used.

  • The product must be returned in its original condition.

  • The product must not be damaged by the customer.

  • Hygiene products and underwear are considered non-returnable.

  • The parcel must include a Track & Trace code.

  • Return shipping costs are always paid by the customer, regardless of location.

  • We reserve the right to charge shipping costs to the customer.

  • You must notify us of the return in advance.

If you do not meet these conditions, we may reject your return.

If your product arrives damaged, please take a photo immediately as proof that the damage did not occur after delivery.

We reserve the right to refuse returned items if we suspect that they have been used or damaged through no fault of our own.

Easy Returns in 3 Steps

Step 1: Contact Us

If you wish to return your order, email us at info@annarosetoronto.com and include:

  • Your #order number

  • Reason for your request (we will email you a return form)

  • Photo of the product (in case of breakage/damage)

  • First and last name

  • Customer address

We will then contact you and provide the return address.
Do not send returns to the sender address; we will share the correct return address after you contact us. You (the customer) are responsible for return shipping costs.

Step 2: Ship Your Order

Send the items together with the return form to the address provided. Always ship with Track & Trace. As the sender, you are responsible for the shipment; we want to avoid misunderstandings. Please note: you must send back the products within 14 days after informing us of your return.

Step 3: Processing Your Return

Once we receive your return, we will assess the items and process your refund. Refunds are issued to the original payment method, unless otherwise requested. The amount will be refunded within 14 days.

Note: Return shipping costs are at the customer’s expense. This supports a more sustainable shipping process. In addition, the customer benefited from free outbound shipping on the original order.

Because our warehouse is located in China, return costs can be high. Please contact our customer service to find a suitable solution—we’re happy to help.

Consumer Right of Withdrawal

The consumer has a right of withdrawal in accordance with the provisions below if the consumer is a natural person entering into a legal transaction for purposes that are not predominantly related to their commercial or professional activity.

A. Cancellation Terms — Right of Withdrawal

The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, received the last item of your order.

Because we operate a fully automated system, orders are processed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery has been completed, and a refund before receipt is not possible.

To exercise your right of withdrawal, you must inform us at info@annarosetoronto.com via a clear statement (e.g., email) of your decision to withdraw from the contract. Withdrawal is complete once we have received the goods. The costs of returning the goods are borne by the buyer.

Parcels In Transit

Since our goods are shipped from Asia, longer transit times may occur beyond our control. If the goods are already in transit to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. You may, of course, notify us of your cancellation in advance.

To ensure the fastest possible return, please send us a shipping confirmation.

Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, excluding delivery costs (and excluding any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and at the latest within 14 days from the day on which we received notice of your withdrawal and the returned goods. We will use the same payment method you used for the original transaction unless we expressly agree otherwise; you will not incur any fees as a result of such reimbursement.

ALL RETURNS ARE SENT AT THE CUSTOMER’S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.

Return Address

Anna & Rose Toronto – Returns
Wei Xinhong
Lane 1177 Jianlan Road (opposite the south gate of Lubao Technology)
Yinzhou District
Ningbo
Postal code 315100
Zhejiang Province
China

Important: Before returning any item, you must first submit a return request by email so we can verify your eligibility.

Damage & Issues

Upon receipt of your order, please inspect it carefully. If the item is defective, damaged, or you receive the wrong item, contact us immediately so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom-made products (e.g., special orders or personalized items) and personal care products (e.g., beauty products). We also cannot accept returns for hazardous materials, flammable liquids, or gases. If you’re unsure whether your item is eligible, please contact us.

Please note that we cannot accept returns for sale items or gift cards.

Cancellations

Our cancellation policy allows cancellations within 2 hours of purchase due to processing times.
Contact us immediately at info@annarosetoronto.com. If your order has already shipped, cancellation is no longer possible. In that case, you can return the parcel after receipt for a full refund. Always include your #order number.

Exchanges

The fastest way to get the item you want is to return the original item. Once the return is approved, place a new order for the desired item.

Refunds

After we receive and inspect your return, we’ll notify you whether the refund is approved. If approved, it will be processed automatically to your original payment method. Please note it may take up to 2 weeks for your bank or credit card company to post the refund.

Uncollected Parcels

For parcels that are made available at a pickup point but not collected, fees will be charged and deducted from the refund. This is because items in such parcels are no longer reusable. Return shipping costs charged by the carrier will also be passed on to the sender. If you choose not to collect a parcel at a pickup point, please note you will not receive a full refund as this is your responsibility.

Policy for Refused Parcels

When you place an order, you agree to our shipping and return terms. If you refuse a parcel at delivery, the following fees apply:

  • Restocking fee: We charge 15% of the order value, with a minimum of €15.

    • If 15% is less than €15, you pay €15.

    • If 15% is more than €15, you pay that amount.

  • Offset of fees: These fees are deducted from the refund or, if applicable, charged separately.

  • Exceptions: If the refusal is due to our error (e.g., wrong or damaged item), no fees will be charged. In that case, we will send a replacement or reship your order at no cost.

Questions?
Email us at info@annarosetoronto.com.