Online Store Ordering Information | Terms and Conditions

This website is owned and operated by The Rosehip Specialists™ Pte Ltd ("we," "us," or "our"). Throughout the site, the terms "you" and "your" refer to you, the user of our website.

By accessing or using this website (including making a purchase), you agree to be bound by the following Terms and Conditions:

1. Promotion Terms

All promotional offers are subject to stock availability. This means a product included in a promotion may sell out and no longer be available at the discounted price.
Promotional pricing may also change without prior notice. We recommend placing your order when you see a desired promotional item to secure it at the advertised price.
We reserve the right to terminate or modify any promotion at our sole discretion, even if the promotion was previously advertised for a specific duration.

2. Placing an Order

Your order is subject to our acceptance and we reserve the right to refuse any order for any reason, including, but not limited to: credit concerns, unusual order quantities, delivery address restrictions, or item availability.
We will notify you via email of order confirmation or cancellation. For unconfirmed orders, we may attempt to notify you by phone.
All charges, including delivery fees, are in Singapore dollars (SGD) and include 9% GST.
We reserve the right to obtain validation of your payment details before processing your order.
We accept secure online payments through PayPal and major credit cards.
By submitting your order, you acknowledge that you have read and agree to be bound by these Terms and Conditions.

3. Delivery

3.1. Delivery Charges

A standard delivery charge of $10.00 applies to all orders within Singapore, unless otherwise specified during promotions.
We reserve the right to modify promotional offers and reintroduce delivery charges at any time for promotional items previously advertised with free delivery.

3.2. Delivery Timeframe

We use Ninjavan for all order deliveries.
The delivery timeframe is estimated to be between three to five (3-5) business days from the order date, unless otherwise specified during promotions.
Deliveries are typically made Monday through Saturday between 8:00 am and 10:00 pm. Requests for deliveries on specific days or at specific times cannot be accommodated.
You are responsible for ensuring the accuracy of all provided delivery details, including block number, unit number, and postal code. We do not perform address verification or check for errors. Inaccurate delivery information may cause delays or prevent successful delivery. We recommend double-checking your email address and phone number for accuracy, as Ninjavan relies on this information for delivery updates.
A maximum of three (3) delivery attempts will be made. If the initial delivery attempt is unsuccessful, Ninjavan will make two further attempts before returning the parcel to us.
Deliveries are limited to a single address per order.
A signature may be required upon delivery. You are encouraged to inspect the items immediately for any discrepancies or damages. In the event of damaged, incorrect or expired items, please see Section 5 below.

3.3. Delivery to Office Addresses

By providing an office address for delivery, you acknowledge that deliveries to office addresses may be impacted by office/building business operating hours and weekend closures.
While you may submit requests for deliveries to office addresses during specific times (e.g., office hours, weekdays) or to have Ninjavan call before delivery, these requests cannot be guaranteed. Ninjavan's standard delivery schedule will take precedence. We are not liable for any delays or undelivered packages resulting from Ninjavan's delivery schedule or procedures.
In the event that three (3) consecutive delivery attempts to your office address are unsuccessful due to reasons including, but not limited to, office closure during delivery hours (Monday-Saturday, 8:00 am - 10:00 pm), or lack of authorised personnel to receive the package, we reserve the right to decline future deliveries to that address.

3.4. Delivery Status

Once your order is handed over to Ninjavan for delivery, we are unable to provide real-time tracking updates or intervene in the delivery process to expedite it. For any questions regarding delivery status or concerns, please contact Ninjavan directly.
You may access Ninjavan's Parcel Tracking Service at this link: https://www.ninjavan.co/en-sg/tracking

3.5. Delivery Delays

Once a parcel is picked up by Ninjavan, estimated delivery times become subject to their operational capacity and discretion. We are not liable for any delays that may occur during this process. By placing an order, you acknowledge and agree to these terms.
We will use commercially reasonable efforts to notify you by email in the event of delays that significantly exceed the estimated delivery timeframe. However, we are not liable for any losses, costs, damages, or charges arising from late deliveries.

3.6. Lost Parcels

In the event that Ninjavan determines a parcel is lost, they will notify us, allowing us to initiate the appropriate actions. You will then be presented with the option to receive a full refund for the lost item or a replacement (subject to stock availability).
Please note that decisions regarding lost parcels can only be made after Ninjavan has completed their investigation process.

4. Payments

All prices are in Singapore dollars (SGD) and include 9% GST.
We accept secure online payments through PayPal and major credit cards.
We use Stripe, a secure and reputable payment processor, to process credit card payments. We do not store or maintain your credit card information. Only the last four digits are shown when confirming an order.
You do not need a PayPal account to place an order. Any debit or credit card supported by PayPal is accepted.
For successful credit card payments, you will receive a payment receipt directly from The Rosehip Specialists Pte Ltd.
For successful PayPal payments, you will receive two confirmations: a payment receipt from The Rosehip Specialists Pte Ltd and a confirmation email directly from PayPal.

5. Damaged, Incorrect, or Expired Items

If you receive a damaged, incorrect, or expired item, please contact us within two (2) business days of the delivery date. To expedite your request, please include the following information in your email:
- Photos: Pictures of the damaged/incorrect/expired item(s).
- Order Details: Your name and order number.
If the issue occurred due to our error, we will arrange for the prompt collection of the incorrect item(s) and deliver a replacement free of charge. We offer a one-for-one exchange whenever possible. In the unlikely event that a replacement is unavailable or discontinued, we will offer you a full refund for the affected item(s). For damaged/wrong/expired item issues, contact us.

6. Order Cancellation

6.1. Cancellation by Us

We reserve the right to cancel orders for unavailable, discontinued items, or at our sole discretion. You will be notified and receive a full refund.
Refunds are issued through the original payment method used for the purchase.

6.2. Cancellation by Customer

To cancel an order, please contact us. In the event of a successful order cancellation, a refund will be issued using the original payment method used for the purchase.
Orders generally cannot be cancelled once dispatched for delivery.

6.3. Duplicate Orders

In the event you place a duplicate order by mistake or for any other reason, requested refunds will be issued minus a non-refundable processing fee. The processing fee will be calculated as 3.4% of the order amount plus $0.50. For example, for an order of $200, the processing fee would be $7.30 (3.4% of $200 + $0.50). The refunded amount would be $192.70 ($200 - $7.30).
The processing fee covers the costs we incur when duplicate orders are processed.

7. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of Singapore.

8. Entire Agreement

These Terms and Conditions constitute the entire agreement between you and The Rosehip Specialists Pte Ltd concerning your use of the website and the purchase of products.

9. Changes to Terms and Conditions

We reserve the right to change these Terms and Conditions at any time. You are responsible for checking these Terms and Conditions periodically for changes.

10. Contact Us

If you have any questions about these Terms and Conditions, please contact us.