Refund policy

Can I return goods purchased from a SONY MUSIC Site?
Yes. Within 30 days of receipt of your order, you may return any item for a full refund, under the following conditions:
• Items must be in their original condition, with original packaging and accessories
• Packaged merchandise must be unopened
• Apparel must not be worn or washed and must be returned in a new and sellable condition. Any tags, labels or packaging must not be removed or damaged from the product.
• Naturally, we can process returns and refunds only for items purchased from a SONY MUSIC Site.

• We do not offer exchanges or refunds for international orders for change of mind, wrong size or incorrectly purchased items.

Damaged or exchange items?
Please contact Customer Service to organise an exchange or refund. We are not able to process exchanges online. We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies.

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, under the following conditions:

• Items must be in their original condition, with original packaging and accessories
• Packaged merchandise must be unopened
• Apparel must not be worn or washed and must be returned in a new and sellable condition. Any tags, labels or packaging must not be removed or damaged from the product.
• Naturally, we can process returns and refunds only for items purchased from a SONY MUSIC Site.

To exercise this right, please contact us within 14 days of delivery of the last item in your order. Once we receive your return request, we will process your refund within 14 days of receiving the returned items. Return shipping costs may apply. Please note that certain items may be exempt from the right of withdrawal, including sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed.

Easy 1-2-3 Process
Please do not return your item(s) to us without a return authorisation. Any items without authorisation may not be processed and you will be responsible for collecting your item from us and any additional shipping charges incurred.
• Send an email to helpme.au@ceremonyofroses.com with your original order number and any supporting documentation (for damaged or wrongly packed items, please send photo evidence)
• You will receive a response within 48 hours from our customer service team.
• If your return is authorised, you will be sent further details on returning your item. Do not return your item without authorisation.
• For approved returns, an exchange for the same item or any item that we carry that is of equal or lessor value ONLY, provided that stock is available.
• An exchange will only be processed once all items have been returned. The customer is responsible for the items being returned undamaged.
• Please ensure you pack the return items adequately as we will not accept returns that are damaged in transit.

Can I receive a refund to a different credit card?

Refunds can only be processed directly to the original payment method. We cannot refund funds to different cards or bank details.