Returns & Refunds Policy

At Rowanln, we want you to love everything you wear. If a dress, knitwear piece, or trench coat does not fit your silhouette or style, we provide a transparent, completely free 28-day return guarantee. Your statutory consumer rights are not affected by this policy.

1. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have the legal right to cancel their purchase without giving any reason within a statutory cooling-off period:

• Cancellation Deadline: The statutory cancellation period expires 14 calendar days from the day on which you (or a third party indicated by you) receive physical possession of the goods.
• Exercising Your Right: To exercise your statutory right to cancel, you must inform us of your decision by a clear statement (e.g. via email to support@rowanln.com) within this 14-day period.
• Return Following Cancellation: Once you notify us of cancellation, you must send back the items without undue delay and in any event no later than 14 calendar days from the day you communicated your cancellation.
• Statutory Refund Timeframe: Where you cancel under these regulations, we will reimburse all payments received from you, without undue delay and no later than 14 days after the day we receive the goods back (or, if earlier, 14 days after the day you provide evidence of return dispatch). (Please note: As part of our customer-first commitment, our standard warehouse processing completes inspection and issues approved refunds within 3 business days of receipt).

2. Our Extended 28-Day Voluntary Return Policy

To give you extra flexibility when trying on outfits in the comfort of your own home, we voluntarily extend your return period to 28 calendar days from delivery. This voluntary policy is in addition to, and does not replace or limit, your statutory rights mentioned above.

• Return Window: You have 28 calendar days from the delivery date to return eligible clothing and outerwear using the prepaid return label enclosed inside your parcel.
• Return Postage & Fees: Return postage is completely free (£0.00) and zero restocking fees (£0.00) apply.

3. Reasonable Handling & Condition of Returned Clothing

Under UK law, you are entitled to handle and inspect garments to establish their nature, characteristics, and sizing in the same way you would reasonably be permitted to do in a physical boutique changing room.

• Recommended Condition: We ask that items returned under our 28-day voluntary policy be returned clean, unwashed, in resalable condition, with all original designer brand tags, size labels, and spare buttons still attached.
• Reasonable Inspection: Customers may try on garments indoors to check sizing, fit, and silhouette. When trying on tops, dresses, and knitwear, please take reasonable care to avoid leaving makeup, lipstick, false tan, or deodorant marks.
• Diminution in Value: You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and fit of the items (for example, if a garment has been worn outdoors, laundered, smelling of strong perfume, body odor, or cigarette smoke, or showing pulled threads and fabric stains). In such cases, we reserve the legal right to deduct an amount reflecting the reduction in value from your refund.

4. Faulty, Damaged or Defective Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If your garment arrives with defective stitching, broken zippers, fabric tears, or if an incorrect style/size was dispatched:

• Prompt Reporting Encouraged: We encourage you to notify us at support@rowanln.com with your Order Number and photos within 48 hours of delivery (or as soon as reasonably practical). Reporting early enables us to swiftly liaise with our logistics carrier and dispatch an urgent replacement.
• No Restriction on Legal Rights: This 48-hour reporting recommendation does not restrict, shorten, or exclude your statutory rights under UK law. Under the Consumer Rights Act 2015, you maintain a 30-day legal right to reject faulty goods for a full refund, as well as statutory rights to a free repair or replacement within six months of purchase.
• Zero Return Postage for Faulty Goods: You will never be required to pay return carriage for goods that are faulty, damaged in transit, or incorrectly supplied.

5. How to Use Your Prepaid Return Label (Step-by-Step Mail Return)

To make postal returns effortless, a pre-printed, prepaid return shipping label is already enclosed inside every delivery parcel.

1. Repack the Items: Neatly fold the clean, unworn garment back into its protective clear plastic sleeve with tags attached, and place it inside the original shipping bag or a secure protective mailer.
2. Affix the Return Label: Securely seal the parcel using adhesive tape. Affix the prepaid return shipping label clearly onto the outside of the parcel, ensuring any previous delivery barcodes are completely covered.
3. Drop Off with Carrier: Hand the parcel to your designated courier collection service or local Post Office branch specified on the label. Always obtain and retain a proof of postage receipt.

• Return Shipping Cost: £0.00 (Completely Free)
• Restocking Surcharge: Zero / No Cost (£0.00)
• Return Route: By mail only

6. Returns Inspection & Fast 3-Day Refund Settlement

To ensure total clarity, our warehouse operates on a fast-track settlement schedule:

• Total Processing Time (Within 3 Days): Within 3 business days of receiving your returned item at our facility, our staff will inspect the garments and issue your full refund directly back to your original payment card (Visa or Mastercard).
• Statutory Consumer Protection: The inspection of returned goods does not limit or affect your statutory cancellation rights under applicable UK consumer protection law.
• Settlement Currency & Zero Fees: All refunds are issued in British Pounds Sterling (GBP / £) with zero restocking fees or hidden administrative deductions.
• Banking Clearing Timeframe: Once our team has issued your refund within our 3-business-day window, please allow your card issuer's standard clearing timeframe (typically 3–5 working days) for the credit to appear on your bank statement.

7. Customer Support & Returns Facility

8. Changes to This Policy

We may update this Refund & Returns Policy from time to time. The version applicable to your order is always available on this website. Any updates will not affect statutory rights that apply to orders already placed.