Refund policy

Rotunda Foundation Shop return policy and quality guarantee

Thank you for shopping at the Rotunda Foundation shop. We appreciate your business and want to ensure you're fully satisfied with your purchase. If, for any reason, you're not completely happy with your purchase, please review our return and refund policy below.

Quality Guarantee

We want you to be satisfied with the quality of the products you order. If you are not satisfied with the quality of a product, please email us within 30 days of receiving the item with detailed descriptions and photos.

We will liaise with our production partner Gelato on your behalf. If they validate your claim they will then send a complimentary replacement order to you as quickly as possible. 

If a replacement order is not feasible, or you can't wait for a new order to arrive, please indicate that when you reach out to us and we will organise for you to get a refund.

Since each purchase is made to order by Gelato, you will not have to return anything or require any return labels. 

Terms of replacement or refund

Sizing

As each purchase is made-to-order the responsibility for sizing is up to the customer. Each product description has a sizing chart to help you with your purchase. There will be no replacement or refund for incorrect sizing.

Color Consistency

Printing is a chemical process and though Gelato aim for the highest of quality 100% consistency cannot be achieved. Multiple factors influence the color, consistency, and final result, including:

Machine type
Machine settings
Paper types
Humidity in the room
When the machine was last cleaned

Color variations that may occur due to the above-mentioned reasons lie within acceptable tolerance levels and are not covered under their quality guarantee.

Defective or Damaged Products

If you receive defective or damaged orders, Gelato will cover the costs of a new order. This includes:

Damage to the delivered products
Errors in the number or quantity of the delivered products
Lack of quality of the delivered product

Return Policy

Lost Orders

For packages lost in transit, please email us within 30 days we'll be happy to organise a replacement order on your behalf. 

Criteria for Lost Orders

Before contacting us about a lost order, please confirm the following

The shipping address provided is correct and complete.
You have contacted your local post office or the shipping carrier to attempt to locate the order.

The order is not marked as delivered by the shipping carrier.
Several working days have passed since the estimated delivery date (remember, the lost order claim must be submitted within 30 days of this date).
There are no recent updates from the shipping carrier in the tracking link.

Please note that we may need to confirm the lost order status with the shipping provider.

Orders Marked as "Delivered"

If the tracking information shows the order as delivered, but you haven't received it, it's likely the package was left at the door or received by someone else at the address. We recommend checking for any delivery notes and contacting the shipping provider for more information. As we cannot verify non-delivery in cases where the tracking indicates delivery, we're unable to organise a refund or free replacement order.

Returned to Sender

For orders that are returned to the sender, please contact us no later than 30 days from the estimated delivery date. In certain cases, we may be able to for the product price to be refunded for the new order. This way, you will only pay again for the shipping of the order.

Orders may be returned to the sender for the following reasons:

Wrong Address: If you or your end customer provide an address considered insufficient by the courier, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Rejected by the Recipient: If your customer rejects the shipment during the delivery, the shipment will be returned and disposed of safely. Should you want to submit a new order with an updated address, you will be liable for the costs of the new order.

Unclaimed: If your customer is not able to receive their order at the address, the shipments may be available for pick up at their local post office or carrier pick-up point. Shipments that go unclaimed may be returned to the sender. For these cases, please submit a new order and get in touch with us so that we can report the problem and arrange for the product price to be refunded for the new order (you will still have to pay for the shipping costs).