Refund policy

Refunds, Returns & Damaged Goods Policy

Last Updated: 09/03/2026]

This Refunds, Returns & Damaged Goods Policy explains how [Rowan Vale] handles return requests, refund requests, damaged goods, faulty products, incorrect items, missing orders and post-delivery product issues.

[Rowan Vale] operates as an independent online pet store, providing customers with carefully selected pet products for everyday care, grooming, comfort, hygiene, walking, feeding, play and home organisation. We aim to handle all customer concerns fairly, clearly and consistently, while maintaining reasonable procedures to protect both our customers and our business from unsupported, inaccurate or fraudulent claims.

This Policy is designed to provide transparent information about when a return or refund may be requested, what evidence may be required, how we review claims, when a refund may be approved, and when a request may be declined.

Nothing in this Policy is intended to exclude, restrict or limit any statutory rights you may have under applicable UK consumer law.

1. Refunds, Returns & Damaged Goods Policy

This Policy applies to products purchased directly from [Store Name] through our official website.

It covers:

  • returns requested after delivery;

  • refund requests;

  • damaged goods;

  • faulty goods;

  • incorrect items;

  • incomplete orders;

  • products not received;

  • delivery status reviews;

  • voluntary post-delivery goodwill reviews;

  • extended warranty claims, where an extended warranty has been purchased;

  • evidence requirements;

  • return procedures;

  • refund processing.

This Policy should be read together with our Terms & Conditions, Delivery Policy, Privacy Policy and any product-specific information shown on the relevant product page.

If there is any inconsistency between this Policy and your mandatory statutory rights, your statutory rights will apply.

2. Overview

We understand that customers expect a clear, fair and reliable process when something goes wrong with an order. Our aim is to handle refund and return requests in a careful, documented and reasonable manner.

When a customer contacts us about a damaged item, faulty product, incorrect item, incomplete order or missing delivery, we will review the information provided, check the order details, consider any available delivery information and assess any evidence submitted by the customer.

This process helps us:

  • protect customers when a genuine product or delivery issue has occurred;

  • handle claims consistently and fairly;

  • avoid unnecessary delays;

  • confirm whether the issue is supported by reasonable evidence;

  • reduce misuse of the returns process;

  • keep accurate internal records;

  • comply with applicable legal obligations;

  • preserve the integrity of our customer service process.

We may request photographs, videos, packaging images, order details, delivery information or other reasonable evidence before approving a refund, replacement, return or other resolution.

Evidence is especially important where the issue relates to damage, visible defects, missing items, incorrect products, delivery disputes or claims made after the product has been handled or used.

We will never require a customer to accept a store credit, coupon or voucher instead of a monetary refund where a monetary refund is due under this Policy or applicable law.

3. Your Statutory Rights

Nothing in this Policy affects your statutory rights.

Customers in the United Kingdom may have legal rights where goods are faulty, damaged, not as described, not of satisfactory quality or not fit for their intended purpose. These rights may apply separately from any voluntary goodwill policy offered by Rowan Vale.

Where statutory rights apply, they cannot be removed by this Policy.

This means:

  • our internal review periods do not remove mandatory rights given by law;

  • our voluntary commercial goodwill period does not replace statutory rights;

  • our evidence requirements are intended to help assess claims fairly, not to prevent valid legal claims;

  • our return conditions do not prevent a customer from exercising legal rights where goods are faulty, damaged, incorrect or not as described;

  • any extended warranty is additional to statutory rights and does not replace them.

If you believe an item is faulty, damaged, incorrect or not as described, please contact us promptly so we can review the matter.

4. When You May Request a Return or Refund

You may request a return or refund review in the following circumstances:

  • the product arrived damaged;

  • the product appears to be faulty;

  • the product received is not the product ordered;

  • the order arrived incomplete;

  • the item has not been received;

  • the delivery status appears inconsistent with what happened;

  • the product is materially different from the description shown at the time of purchase;

  • the product is eligible for cancellation or return under applicable consumer law;

  • the product is covered by a voluntary goodwill review period;

  • the product is covered by an extended warranty, where purchased;

  • another issue exists that requires review under applicable law or this Policy.

Each request will be assessed based on the order information, product type, timing of the request, condition of the item, evidence provided and any rights or obligations that apply under UK consumer law.

Submitting a request does not automatically mean that a refund or return will be approved. Approval depends on the outcome of our review and the applicable legal and policy conditions.

5. Damaged, Faulty or Incorrect Items

If your item arrives damaged, appears faulty, or is not the item you ordered, you should contact us as soon as reasonably possible after receiving the order.

Examples of issues that may be reviewed include:

  • visible breakage;

  • cracked, torn or damaged parts;

  • defective components;

  • missing components;

  • incorrect colour, size or variation;

  • an item that does not match the order confirmation;

  • an item that does not match the product description in a material way;

  • damage to the item during delivery;

  • an item that cannot reasonably be used for its intended purpose because of an apparent defect.

Please do not continue using a product if you believe it is unsafe, faulty, broken or unsuitable. Continued use after noticing a problem may affect the review, especially where the issue becomes worse or where the product is further damaged after delivery.

For pet products, safety and hygiene are important. If a product has been used by a pet, chewed, worn, soiled, washed, altered or damaged after delivery, this may affect return eligibility unless the issue relates to a confirmed fault, damage on arrival or another statutory right.

6. Evidence Required for Damaged or Faulty Products

When you claim that a product arrived damaged, faulty, spoiled, incomplete or incorrect, we may ask you to provide reasonable evidence so we can assess the request properly.

Evidence may include:

  • clear photographs of the product;

  • a video showing the issue;

  • photographs of the external packaging;

  • photographs of the delivery label;

  • photographs of any visible damage;

  • photographs of missing or incorrect components, where relevant;

  • the order number;

  • the full name used for the order;

  • the email address used at checkout;

  • the delivery address;

  • the date the product was received;

  • a clear description of the issue;

  • any tracking information available;

  • any delivery note or courier update relevant to the issue.

Photographs and videos should be clear, well lit and show the issue accurately. If the product has multiple affected areas, please show each affected area.

Where a product is claimed to be faulty, a short video may be useful if the issue cannot be properly understood through photographs alone.

We may decline a request if the evidence provided is unclear, incomplete, inconsistent, altered, unrelated to the product, insufficient to verify the issue, or does not reasonably support the claim.

If the damage, fault, incorrect item or incomplete order is verified through reasonable evidence, we may approve a refund, return, replacement or other appropriate remedy, subject to applicable law and this Policy.

7. Orders Not Received

If you have placed an order but have not received it, please contact us so we can review the delivery status.

A missing order review may include checking:

  • the order status;

  • the payment status;

  • the delivery address provided at checkout;

  • the tracking information available;

  • delivery attempts;

  • courier or delivery updates;

  • whether the parcel was marked as delivered;

  • whether the parcel was delayed;

  • whether the parcel appears to have been lost;

  • whether there was an address issue;

  • whether the parcel was returned or held;

  • whether additional information is needed from the customer.

You should contact us with your order number, email address used for the order, delivery address and any tracking information you have received.

A claim that an item has not been received must be reviewed carefully. In some cases, tracking information may show that a parcel is delayed, still in transit, held for delivery, subject to a delivery attempt, delivered to the address provided, or affected by an operational issue.

Where reasonable evidence shows that the order was not sent, was lost, or was not delivered to the customer due to a failure not attributable to the customer, a refund or other appropriate remedy may be approved.

Where tracking information, delivery evidence, address confirmation or other reasonable information indicates that the order was delivered correctly, the refund request may be declined unless applicable law requires a different outcome.

8. 7-Day Delivery Status Review for Missing Orders

If you report that an order has not been received, we may begin an internal delivery status review.

This review may take up to 7 days.

The purpose of this 7-day review period is to allow us to check the status of the package, review available tracking information, confirm the address provided, investigate delivery updates and assess whether there is reasonable evidence that the order was not sent, was lost, or was not delivered correctly.

This review may include:

  • checking the internal order record;

  • reviewing available tracking data;

  • confirming whether the order was dispatched;

  • checking the delivery address submitted at checkout;

  • reviewing delivery attempts;

  • checking delivery confirmation where available;

  • reviewing whether the parcel is delayed or still moving through the delivery process;

  • requesting additional information from the customer;

  • checking whether there is evidence of loss, failed delivery or operational error.

This 7-day period is an administrative review period. It is not intended to remove or reduce any statutory rights that may apply under UK consumer law.

If, after review, we determine that the product was not sent, was lost, or was not delivered to the customer due to a failure not attributable to the customer, we may approve a refund of the eligible product amount or another appropriate remedy.

If the review indicates that the order was delivered correctly to the address provided, that the address supplied by the customer was incorrect or incomplete, or that the claim is not supported by reasonable evidence, the refund request may be declined, subject to applicable law.

9. 7-Day Post-Delivery Goodwill Review Period

In addition to any statutory rights you may have, [Store Name] offers a voluntary 7-day post-delivery goodwill review period for apparent product issues reported after delivery.

This voluntary goodwill period allows customers to contact us within 7 days of receiving the product if they notice:

  • visible damage;

  • obvious defects;

  • incorrect items;

  • missing parts;

  • apparent product inconsistencies;

  • delivery-related damage;

  • issues that are reasonably detectable after receiving and inspecting the item.

This goodwill review period is intended to encourage prompt reporting and allows us to assess issues while the condition of the product, packaging and delivery evidence can still be reviewed accurately.

To use this voluntary goodwill review process, customers should contact us within 7 days of delivery and provide reasonable evidence of the issue.

After this 7-day goodwill review period, [Rowan Vale]’s voluntary commercial warranty will no longer apply, unless the customer has purchased an extended warranty.

This does not affect any statutory rights that may apply under UK consumer law.

Where a customer contacts us after the 7-day goodwill review period, we may still review the request where required by law, where an extended warranty applies, or where we decide that the circumstances justify further review.

10. Extended Warranty, If Purchased

If you purchased an extended warranty at the time of purchase, your warranty claim will be assessed according to the specific extended warranty terms provided when the warranty was purchased.

  •  

An extended warranty, where available and purchased, is separate from your statutory rights. It does not replace, remove or reduce any rights you may have under applicable UK consumer law.

If you believe your product is covered by an extended warranty, please contact us with your order number, warranty confirmation and a clear description of the issue.

We may request photographs, videos, product details or other reasonable evidence before approving an extended warranty claim.

11. When a Refund Will Be Approved

A refund may be approved where, following our review, we determine that the request is valid under this Policy or applicable law.

A refund may be approved where:

  • the product arrived damaged and the damage is supported by reasonable evidence;

  • the product is faulty and the issue is supported by reasonable evidence;

  • the wrong product was received;

  • the order was incomplete;

  • the product was not received and the review confirms non-delivery, loss or dispatch failure not attributable to the customer;

  • the product is materially not as described;

  • the customer has exercised a statutory cancellation right that applies to the order;

  • the product qualifies under the voluntary 7-day goodwill review period;

  • the product qualifies under an extended warranty purchased by the customer;

  • applicable UK consumer law requires a refund;

  • we determine that a refund is the appropriate remedy after review.

If the claim is approved following our review, we will refund the eligible product amount in full to the original payment method used at checkout, subject to applicable law and the conditions set out in this Policy.

Where applicable law requires delivery charges or other amounts to be refunded, we will comply with those requirements.

Where only part of an order is affected, the refund may apply only to the eligible affected product or products, unless applicable law requires otherwise.

12. When a Refund or Return May Be Declined

A refund or return request may be declined where the request is not supported by reasonable evidence, falls outside the applicable policy conditions, or is not required under applicable UK consumer law.

A request may be declined where:

  • the customer does not provide sufficient evidence;

  • photographs or videos do not show the alleged damage or fault;

  • the issue cannot reasonably be verified;

  • the product was damaged by misuse, neglect, accident or improper handling;

  • the product was used in a way that is incompatible with its intended purpose;

  • the product was modified, altered or repaired by the customer or another person;

  • the product shows normal wear and tear;

  • the product was damaged after delivery;

  • the product was used beyond what is necessary for reasonable inspection;

  • the product has been used by a pet in a way that creates hygiene or safety concerns, unless statutory rights apply;

  • the product is incomplete because parts, accessories or packaging have been lost after delivery;

  • the applicable request period has passed;

  • the voluntary 7-day goodwill review period has passed and no statutory right or extended warranty applies;

  • the delivery information indicates that the order was delivered correctly;

  • the customer provided an incorrect or incomplete delivery address;

  • the information provided does not match the order record;

  • there are reasonable signs of fraud, abuse, repeated unsupported claims or policy misuse;

  • the claim is inconsistent with the evidence available;

  • applicable law does not require a refund, return or replacement in the circumstances.

If a request is declined, we will aim to explain the reason in a clear and reasonable manner.

A declined request under this Policy does not remove any statutory rights you may have.

13. How to Submit a Request

To request a return, refund, damaged goods review, faulty item review, incorrect item review or missing order review, please contact our customer support team using the contact details provided on our website.

Please follow the steps below.

Step 1: Contact Our Support Team

Contact us as soon as reasonably possible after noticing the issue.

Step 2: Provide Your Order Details

Include the information needed to identify your order.

You should provide:

  • full name;

  • order number;

  • email address used for the order;

  • delivery address;

  • product name;

  • date of delivery, if delivered;

  • tracking information, if available.

Step 3: Send Clear Evidence

For damaged, faulty, incorrect or incomplete products, please provide clear evidence.

This may include:

  • photographs of the product;

  • video showing the issue;

  • photographs of the packaging;

  • photographs of the delivery label;

  • photographs of damaged areas;

  • photographs showing missing or incorrect parts;

  • a clear written description of the problem.

Step 4: Wait for Our Review

We will review the information provided and may ask for additional details if needed.

Step 5: Receive the Decision

Once the review is complete, we will inform you whether the request has been approved, declined or requires further information.

Step 6: Refund Processing, If Approved

If a refund is approved and due, we will process the eligible monetary refund to the original payment method used at checkout, unless otherwise required by law or expressly agreed with you.

14. Review Timeframe

We aim to review requests in a fair and timely manner.

Some requests may require up to 7 days for review, especially where the matter involves:

  • an item not received;

  • package status investigation;

  • tracking review;

  • delivery evidence review;

  • damaged goods evidence;

  • faulty product evidence;

  • incomplete documentation;

  • suspected delivery error;

  • additional customer information;

  • internal verification;

  • fraud prevention review;

  • policy abuse concerns.

The 7-day review period is intended to allow reasonable time for verification. It is not intended to delay or remove any statutory rights.

If additional information is needed, the review period may depend on how quickly the requested information is provided.

Where a decision can be made sooner, we will aim to do so.

15. Returning an Item to Us

In some cases, we may require the physical product to be returned before a refund is processed.

If a return is required, we will provide return instructions. The return address is:

[Insert return address]

Please do not send any item back without contacting us first and receiving return instructions.

Items returned without prior authorisation may not be accepted or may cause delays in processing.

Returned items should be:

  • securely packaged;

  • complete, where possible;

  • returned with any accessories, components or included items;

  • returned with original packaging where reasonably available;

  • clean and safe to handle;

  • returned within the timeframe provided;

  • accompanied by order information where requested.

For damaged or faulty goods, we may first ask for photographs or video before deciding whether the physical product needs to be returned.

For hygiene-sensitive pet products, return handling may require additional review.

16. Refund Method

Where a refund is approved and due, it will be issued as a monetary refund to the original payment method used at checkout, unless otherwise required by law or expressly agreed with the customer.

We do not replace a refund that is legally due with a compulsory coupon, store credit, gift card, voucher or exchange.

Store credit, replacement or exchange may be offered only where appropriate and lawful, and where the customer is not required to accept it instead of a monetary refund that is due.

If the original payment method is unavailable, expired or technically unable to receive the refund, we may contact the customer to discuss an appropriate alternative method, subject to legal and payment provider requirements.

17. Refund Processing Times

Once a refund has been approved and processed by us, the time it takes for the funds to appear in your account may depend on your bank, card issuer or payment provider.

We do not control bank processing times, card issuer processing times or payment provider delays after the refund has been submitted.

If a refund has been confirmed but has not appeared in your account after a reasonable period, you may wish to contact your bank, card issuer or payment provider.

If you still require assistance, you may contact us with your order number and refund confirmation details.

18. Items That May Not Be Eligible for Return

Some items may not be suitable for return once opened, used, handled or exposed to pets, especially for hygiene, health, safety or product integrity reasons.

This may include, depending on the nature of the product:

  • grooming tools that have been used on a pet;

  • feeding accessories after food or water contact;

  • beds, blankets or soft items used by an animal;

  • collars, harnesses or clothing worn by a pet;

  • toys that have been chewed, damaged or played with;

  • hygiene-related products after opening or use;

  • products that have become soiled, contaminated or unsafe to handle;

  • products missing parts or accessories;

  • products damaged after delivery;

  • products altered or modified by the customer;

  • products returned outside the applicable timeframe.

For hygiene and safety reasons, certain items may not be suitable for return once opened, used or handled, unless they are faulty, damaged on arrival, incorrectly supplied or otherwise covered by your statutory rights.

This section does not remove your rights where goods are faulty, damaged, incorrect or not as described.

19. Customer Responsibilities

Customers are responsible for providing accurate order information and using products responsibly.

This includes:

  • entering the correct delivery address at checkout;

  • checking the order confirmation carefully;

  • ensuring the selected product, size, colour and quantity are correct;

  • reading the product description before purchase;

  • checking measurements before ordering;

  • selecting products suitable for the pet’s size, behaviour and needs;

  • supervising pets where required;

  • using products only for their intended purpose;

  • inspecting products before and during use;

  • stopping use if a product becomes damaged or unsafe;

  • contacting us promptly if an issue is found;

  • providing reasonable evidence when making a claim;

  • returning items only after receiving return instructions.

For pet products, customers should consider the pet’s size, breed, strength, chewing behaviour, coat type, sensitivity and routine before use.

We are not responsible for issues caused by misuse, incorrect sizing selected by the customer, failure to supervise, failure to follow product guidance, normal wear and tear, damage after delivery or use outside the product’s intended purpose, except where applicable law provides otherwise.

20. Fraud Prevention and Policy Abuse

We reserve the right to review, delay or decline refund and return requests where there are reasonable concerns about fraud, misuse, abuse of policy or unsupported claims.

This may include situations where:

  • evidence appears altered, misleading or unrelated to the order;

  • repeated claims are made without sufficient evidence;

  • order information does not match the details provided;

  • delivery information conflicts with the customer’s claim;

  • the same issue is repeatedly reported across multiple orders;

  • products are claimed as missing despite delivery evidence;

  • returns are attempted without authorisation;

  • products are returned in a condition inconsistent with the claim;

  • there are signs of deliberate product damage;

  • there are indications of payment, chargeback or delivery abuse.

We may keep records of refund and return requests to help protect our customers, our store and our legal position.

Where necessary, we may share relevant information with payment providers, delivery services, fraud prevention services, professional advisers or legal authorities, subject to applicable law and our Privacy Policy.

This section is intended to prevent misuse of the refund process and does not affect valid statutory rights.

21. Contact Information

For refund, return, damaged goods, faulty product or missing order enquiries, please contact us using the details below:

example:

Store Name: [Rowan Vale]
Legal Entity: [John]
Company Number: 14982736
Business Address Street 127 Meadow Way City / City Ayr State / State Scotland]
Customer Support Email: [rowanvaleukGmail.com]
When contacting us, please include:

  • full name;

  • order number;

  • email address used for the order;

  • delivery address;

  • product name;

  • clear description of the issue;

  • photographs or videos, where relevant;

  • date of delivery;

  • tracking information, if available.

Providing complete information helps us review your request more efficiently.

22. Final Legal and Consumer Rights Notice

This Policy is intended to provide clear and practical information about how [Store Name] handles refunds, returns, damaged goods, faulty products, incorrect items and missing orders.

It is not intended to exclude, restrict or limit any statutory rights you may have under applicable UK consumer law.

If any part of this Policy is found to be invalid, unlawful or unenforceable, the remaining parts will continue to apply to the fullest extent permitted by law.

Where an order involves an international customer or cross-border element, this Policy will apply subject to any mandatory consumer protection laws that cannot lawfully be excluded in the relevant jurisdiction.

We may update this Policy from time to time to reflect changes in our business, customer service processes, products, legal requirements or operational procedures. The latest version will be made available on our website and will apply from the date of publication.

By placing an order with [Store Name], you confirm that you have had the opportunity to review this Policy before completing your purchase.

Nothing in this Policy affects your statutory rights.