Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
How to Request a Return
To request a return, please contact our Customer Support team at support@roweharper.com within 30 days of receiving your order.
When contacting us, please include:
- Your order number
- The item(s) you would like to return
- The reason for your return
- Clear photos if the item arrived damaged, defective, or incorrect
Once your request has been reviewed and accepted, our team will provide the appropriate return instructions. Please do not send an item back before contacting us, as returns sent without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible after delivery. Include photos of the item so our team can review the issue and determine the appropriate resolution.
Where applicable, we will arrange a replacement or refund at no additional cost to you.
Returns for Size or Change of Mind
If you would like to return an item due to sizing, fit, or a change of mind, the item must be:
- Unworn and unused
- In its original condition
- Returned with all original tags attached
- In its original packaging
- Accompanied by your receipt or proof of purchase
All return shipping costs and relevant custom duties for non-defective items are the responsibility of the customer, unless otherwise required by applicable law.
Unfortunately, we cannot accept returns on gift cards.
Unclaimed Orders, Pickup Refusals, and Order Cancellations
1. Delivery Methods & Courier Pickup Locations
Final-mile delivery procedures may vary depending on the customer's location and the local courier. In some areas, a courier may require a parcel to be collected from a nearby pickup location following an attempted delivery failed or according to its local delivery procedures.
Customers are responsible for monitoring tracking information and collecting their parcel within the timeframe provided by the courier.
2. Failed Deliveries
Customers are responsible for providing a complete and accurate shipping address, email address, and, where requested, telephone number.
If a delivery cannot be completed because of incorrect or incomplete information provided at checkout, refusal of delivery, not available, or failure to collect the parcel after reasonable notification from the courier, the order may be returned to sender.
3. Unclaimed or Refused Orders
If an order is returned because the customer:
- refuses delivery;
- fails to collect the parcel within the courier's designated pickup period; or
- provides incorrect or incomplete delivery information,
the customer may request a refund once the returned parcel has been received and processed.
The refund will be for the amount paid for the merchandise, less:
- any non-refundable original shipping charges;
- the actual return shipping cost charged to us by the carrier; and
- a 10% processing and restocking fees on the product (only if applicable).
These deductions do not apply where the delivery failure resulted from an error by us or where otherwise required by applicable law.
4. Cancellations After Shipment
Once an order has been shipped, it cannot normally be cancelled while in transit. If the customer refuses the parcel or chooses not to collect it after shipment, the order will be treated as an unclaimed or refused order under the policy above.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@roweharper.com.