Refund policy

Please read this before you order. Our pieces ship directly from our partner suppliers, so we generally do not accept returns. A return, replacement or refund is only possible when the supplier who shipped your order approves it, and that decision is theirs, not ours. We will always pass your request to them and tell you their answer, but we cannot promise a return will be accepted.

Damaged, defective or wrong item

If your order arrives damaged, broken, defective or not what you ordered, email us at support@rowansstuff.com within 7 days of delivery with your order number and clear photos of the item and the packaging. We will file a claim with our supplier. If they approve it, we will send a replacement or a refund for that item. If they do not, we will let you know.

Changed your mind

Change of mind returns are generally not accepted. If you still want to ask, email support@rowansstuff.com within 14 days of delivery, before sending anything back. We will ask our supplier; if they agree, the item must be unused, undamaged and in its original packaging, you pay the return shipping, and original shipping charges are not refunded. Returns sent without approval cannot be accepted or refunded.

We never accept returns of items that have been used, mounted or installed, assembled, or damaged after delivery, or that are missing parts or packaging.

Lost or late orders

Every order ships with tracking. If your tracking has not updated for 30 days, or it shows delivered but you cannot find it, email us and we will open a claim with our supplier and the carrier. We are not responsible for packages lost after tracking shows they were delivered to the address you gave us, so please double check your address at checkout.

Cancellations

You can cancel within 12 hours of placing your order for a full refund, as long as we have not yet placed it with our supplier. After that, your order is on its way and cannot be cancelled.

Refund timing

If a refund is approved, it goes back to your original payment method within 5 business days. Your bank may take a few more days to show it.

Please contact us first

Email us before opening a dispute with your bank or PayPal. We answer every message and can usually sort things out faster.

Customers in the EU and UK

If you live in the EU or UK, you have a legal right to cancel your order within 14 days of delivery without giving a reason. Nothing in this policy limits your statutory rights, including your rights for faulty goods.

Questions: support@rowansstuff.com