Refund policy

Returns

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, unused and in its original packaging. You’ll also need your receipt or proof of purchase.

To start a return, please contact us at hello@rowinscents.co.uk. Returns sent to us without first requesting a return will not be accepted.

For change-of-mind returns, customers are responsible for the cost of returning the item to us. We recommend using a tracked postal service, as we cannot be responsible for returned items that are lost in transit.

Damages and issues

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged or you receive the wrong item. We will assess the issue and, where appropriate, arrange a replacement, refund or return at no additional cost to you.

Exceptions / non-returnable items

For hygiene and safety reasons, we cannot accept returns of products that have been used, including candles that have been burned or room sprays that have been opened or used, unless the product is faulty.

Please contact us at hello@rowinscents.co.uk if you have any questions about whether your item is eligible for return.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the eligible item and, once the return has been accepted, place a new order.

Refunds

We will let you know once we’ve received and inspected your return and whether the refund has been approved. If approved, you’ll be refunded to your original payment method. Please remember that it can take some time for your bank or card provider to process the refund.