Refund policy
1. Returns Policy
At Rowan & Rye , we accept returns within 30 days of receiving your order, provided that the conditions detailed below are met.
Conditions for accepting a return:
- The product must be in its original condition, including all its components and packaging.
- Returns will not be accepted for products damaged by misuse or improper handling.
- For hygiene products, these must have been properly cleaned before starting the return process.
- In the case of defective products, the defect must have been detected immediately upon receipt.
- The customer is responsible for the shipping costs related to the return.
- The return will be processed within 7 business days of receiving the product at our warehouse. If all conditions are met, the refund will be issued within that timeframe.
Important: We reserve the right to refuse returns if the product shows signs of misuse, damage not attributable to our responsibility, or fails to meet the above conditions.
2. How to initiate a return?
If your order meets the above conditions, please follow these steps:
Send an email to: info@rowanrye.comInclude the following information:
- Order number
- Reason for return
- Photo of the product (in case of defect or breakage)
- Full name of the client
- Full address
Once we receive your request, we will send you the correct return address. Do not send the package back to the original sender.
The customer will be responsible for the shipping costs related to the return.
3. Right of Cancellation
Under current legislation, you have the right to cancel your order within 14 calendar days of receiving it, provided you are a private consumer (not a business) and the order is not linked to a commercial or professional activity.
Important:
- Orders are processed automatically and immediately, so we cannot stop or cancel an order once it has been confirmed.
If the order has already been shipped, it cannot be cancelled . In this case, you will have to wait to receive the product and then initiate a return following the steps above.
4. Procedure for exercising the right of withdrawal
To exercise your right to cancel, you must send us a clear request by email to info@rowanrye.com indicating your decision to cancel the contract.
The cancellation will be effective once we receive the returned products .
5. Consequences of withdrawal
If you exercise your right of withdrawal correctly:
- We will refund the full amount of your order, excluding shipping costs , within a maximum of 14 calendar days from receipt of the returned product.
- We will use the same payment method you used when placing the order, unless we agree otherwise.
No additional charges will apply for the refund .
-We will not refund additional costs if you chose a shipping option other than the cheapest standard option.
6. Additional information on shipping and returns
- Our products are shipped from Asia , so transit times may vary .
If your order has already been shipped and is in transit, we cannot cancel it . In that case, you will need to wait to receive it and then initiate the return process.
- To expedite the process, you can let us know in advance of your intention to withdraw and send us the tracking number of the returned package .
7. Return address
All returns must be sent to our central warehouse in Asia.
The exact address will be provided only after we receive your request via email. Return shipping costs are the responsibility of the customer.