Returns and Refund Policy

Last updated: 27 July 2026

We want you to feel confident ordering from Rowan & Hearth. This policy explains our 30-day return process and does not limit any mandatory consumer rights available under the law that applies to your purchase.

1. 30-day return period

You may request a return within 30 days after the order is delivered.

To be eligible, an item should normally be unused, unworn, unwashed, undamaged and returned with its original packaging, accessories and labels where reasonably possible. You may inspect an item as necessary to establish its nature, characteristics and function, but you may be responsible for diminished value caused by handling beyond what is reasonably necessary.

2. How to request a return

Email support@rowanandhearth.com before sending anything back. Include:

• Your order number.
• Your full name and the email address used for the order.
• The item you wish to return and the reason for the request.
• Clear photographs where the item is damaged, defective or incorrect.

Once the request is reviewed, we will provide the correct return address and instructions. The registered office is not the returns address. Items sent to an unauthorised address may be delayed, refused or returned to the sender.

3. Return shipping costs

Unless the item is damaged, defective, incorrect, or applicable law requires otherwise, the customer is responsible for the direct cost of return shipping. We recommend using a tracked service and keeping proof of postage. We are not responsible for a return lost in transit before it reaches the authorised return location.

4. Damaged, defective or incorrect items

Please inspect your order after delivery. Contact us promptly if an item is damaged, defective or different from what you ordered. Provide clear photographs of the item, packaging and shipping label so we can assess the issue.

Where the problem is our responsibility, we will provide an appropriate remedy, which may include replacement, reshipment, repair, a partial refund or a full refund, in accordance with applicable law.

5. Items that cannot normally be returned

Subject to mandatory consumer rights, returns may not be accepted for:

• Personalised, custom-made or made-to-order items.
• Sealed goods that are unsuitable for return for health or hygiene reasons after the seal has been broken.
• Perishable goods.
• Gift cards or other non-returnable digital products.
• Items damaged through misuse, improper care or normal wear and tear.

Contact us before ordering if you are unsure whether an item falls within an exclusion.

6. Exchanges

We do not normally process direct exchanges. The quickest option is to place a new order for the preferred item and return the original item under this policy.

7. Refunds

We will inspect the return and notify you of the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may require additional time to display the refund.

Where required by applicable law, an eligible refund will include the cost of the least expensive standard delivery method offered for the original order. Additional amounts paid for express, priority or premium delivery are not normally refunded unless the delivery service was not provided as agreed or the law requires otherwise.

We may withhold a refund until the returned item is received or you provide acceptable evidence that it has been sent, where permitted by law.

8. Cancellations

Contact us as soon as possible if you need to cancel or change an order. We will try to help, but cancellation cannot be guaranteed once processing or fulfilment has started. After dispatch, the return process normally applies.

9. Promotional and BOGO orders

Where a return affects the qualifying quantity for a multi-buy or Buy 2, Get 1 Free promotion, the refund may be recalculated based on the items kept. Free items have no standalone refundable value unless required by law. Returning all items from the qualifying promotion will be handled as a return of the full promotional transaction.

10. Contact

Email: support@rowanandhearth.com

Rowan & Hearth is operated by EKSC LTD, company number 15834846.