Refund policy

When you place an order with Carter & Rowan, you confirm that you have reviewed and accepted the terms outlined below. These guidelines explain how returns and refunds are handled and apply to all orders shipped within the United States.

Returns

Return timeframe:
Customers may request a return within 30 days from the date the complete order is received.

Condition requirements:
Items must be returned in acceptable condition. This means they should be unused or only slightly used and must include the original packaging. Returns must be sent within the 30-day period.

How to return:
After submitting a return request, our support team will guide you through the next steps.

Coverage:
This return policy is valid only for shipments delivered within the United Kingdom.

Steps for Returning Items

To start a return, please follow the instructions below:

  1. Reach out to support:
    Email us at support@carter-rowan.com and include your order number along with the reason for the return.
  2. Prepare your package:
    Securely pack the product in its original packaging, including any accessories, tags, and paperwork.
  3. Ship the item:
    Once your return is approved, follow the instructions provided by our support team to send the item back.

Return Shipping Costs

Customer-initiated returns:
If you no longer want the item or selected the wrong product, you will need to cover the return shipping costs. Original delivery charges are not refundable.

Damaged or incorrect items:
If your order arrives damaged or incorrect, we will cover the return shipping expenses.

Restocking fees:
We do not charge any restocking fees.

Exchanges

Eligible products may be exchanged. Please contact our support team for assistance with this process.

Refunds

Evaluation:
All returned items will be reviewed upon arrival to ensure they meet the return criteria.

Processing refunds:
Once approved, refunds will be issued back to the original payment method. Please allow up to 30 business days for the funds to appear, depending on your financial institution.

Contact Information

Store: Carter & Rowan
Email: support@carter-rowan.com

Business hours:
Monday to Friday: 08:00 – 18:00 GMT
Saturday and Sunday: Closed
Public holidays: Closed

We typically respond to emails within 24 hours on business days. Enquiries sent during weekends will be handled on the next working day.