This policy applies to all orders placed on rovenhall.com, operated by Silavann-john LIM (SNL.CF), trading as ROVENHALL. It should be read together with our Terms of Service, Refund Policy, Payment Policy and Privacy Policy.

Do we accept returns?

Yes. You have 14 days from the day you receive your order to request a return, in line with the Consumer Contracts Regulations 2013. This applies across our entire catalogue. This return policy is also stated on every product page.

Items must be returned unworn, unwashed and in their original condition with any tags and original packaging. For hygiene reasons, this is required for clothing.

Cancelling or changing your order

If you need to cancel or change your order — for example the size, colour or delivery address — please contact us as soon as possible at contact@rovenhall.com or +447488813060, quoting your order number. Because we aim to dispatch orders within 1–2 business days, we can only make changes or cancel while your order is still being prepared and has not yet been dispatched. If your request reaches us in time, we will make the change, or cancel the order and refund your payment in full to your original payment method within 7–10 business days. If your order has already been dispatched, you can still refuse or return it under your 14-day cancellation right (Consumer Contracts Regulations 2013) — see "Do we accept returns?" above.

Specific situations

Whatever our general return policy, the following situations are always covered:

Your order never arrived

If the carrier's tracking shows your order as not delivered within the total estimated delivery window, contact us. We will investigate with UPS and, if the parcel is confirmed lost, send a replacement or issue a full refund including any delivery cost.

Your order arrived damaged

If your item arrives damaged or faulty, email contact@rovenhall.com within 14 days of delivery with your order number and a photograph of the damage. We will arrange a replacement or a full refund at no cost to you, including return shipping for the damaged item.

You received the wrong item

If you receive an item different from the one you ordered, contact us at contact@rovenhall.com with your order number and a photo. We will send the correct item or issue a full refund, and we cover the cost of returning the incorrect item.

How to start a return

You can start a return in either of the following ways:

1. By email: contact@rovenhall.com, stating your order number, the item(s) you wish to return and the reason.

2. By phone: +447488813060, during our service hours (Monday to Friday, 08:00–18:00 (GMT/BST). Closed Saturdays, Sundays and public holidays.).

Please wait for return authorisation before sending anything back. Once your return is approved, we will confirm the return address and the information to include with your parcel.

Return address and return costs

For faulty, damaged or incorrectly sent items, we cover the return cost, as set out in the section above.

Condition of returned goods

You may handle goods as you would in a shop to check they are as expected. Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, we may reduce your refund to reflect any loss in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and function (for example, items that have been worn, washed or returned without tags). This is a lawful depreciation deduction, not a fee.

Refund method and timing

We will email you to confirm once your refund has been processed. The time for the funds to appear on your statement depends on your bank or payment provider.

Your statutory rights

This policy sits alongside, and does not replace, your legal rights. Goods must be of satisfactory quality, fit for purpose and as described under the Consumer Rights Act 2015, and you have a 14-day cancellation right under the Consumer Contracts Regulations 2013.

If you are not satisfied with how we handle a return, contact us at contact@rovenhall.com. You can also seek free, independent advice from Citizens Advice: https://www.citizensadvice.org.uk/.

Where to find this policy

This Refund Policy is linked in the footer of every page, on every product page, and is accessible throughout the checkout process.