Returns & Refunds Policy

We want you to be happy with your purchase from the Rowans Hospice online shop. If you change your mind about an item, or there is a problem with your order, we’re here to help.

This policy applies to purchases made through our online shop and does not affect your statutory rights.

Changing your mind

If you purchase an item from our online shop and change your mind, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To cancel your order, please contact us within 14 days of receiving your goods. Once you have told us that you wish to cancel, you have a further 14 days to return the item to us.

Items should be returned in their original condition. You may handle an item as you would reasonably be able to in a shop to check its nature, characteristics and functioning. However, if an item has been used or handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any resulting loss in value.

Return postage for unwanted items or items you have simply changed your mind about is your responsibility.

Damaged, faulty or incorrect items

If your item arrives damaged, broken, faulty or is not as described, please contact us as soon as possible.

We will work with you to resolve the issue and, where a return is required, we will cover the reasonable cost of return postage.

Depending on the circumstances, we may offer a repair, replacement, refund or another appropriate remedy in accordance with your statutory consumer rights.

If your item has arrived damaged, please provide photographs where possible. This helps us understand what has happened and resolve the issue as quickly as possible.

Refunds

When you cancel an online order within your statutory cancellation period, we will refund the price of the returned goods and the standard delivery charge you paid for the original order.

If you selected a more expensive delivery option, we only need to refund the cost of the standard delivery service.

We will normally issue your refund using the same payment method you used to place your order.

For cancelled orders, we will process your refund without undue delay and, in accordance with the applicable regulations, no later than 14 days after we receive the returned goods or, where applicable, receive evidence that you have sent them back.

For faulty, damaged or incorrectly described items, your refund or other remedy will be handled in accordance with your statutory consumer rights.

Items that cannot be returned

Certain products are excluded from the statutory cancellation right, including some personalised or custom-made items, perishable goods and sealed items that cannot be returned for health or hygiene reasons once opened.

Where an item is not eligible for cancellation, this will be made clear in the product information where applicable.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

How to arrange a return

To arrange a return, please contact us at online.shop@rowanshospice.co.uk and provide:

• Your name
• Your order number
• The item(s) you wish to return
• The reason for your return, if applicable

We will provide you with the relevant return instructions.

Please keep proof of postage when returning an item to us.

Your statutory rights

Nothing in this policy affects your legal rights as a consumer.

Under UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. If something goes wrong with an item you have purchased, you may have rights to a repair, replacement, price reduction or refund depending on the circumstances.

If you have any questions about returning an item, please contact us and we will be happy to help.

Thank you for supporting Rowans Hospice through your purchase. Every purchase helps us continue providing specialist hospice care to local people and their families.