Refund policy

There are damaged or missing goods in my order

We do our best to carefully package our products to avoid any issues during shipping, however if goods are damaged on receipt, please contact us using the Contact page on the website within seven days of receipt. Please include your email address and we will ask you to send a photo of the product. 

You’re entitled to a full refund or replacement for damaged or missing goods. It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us.

The card used for the purchase of incomplete orders or defective products will be credited with full original purchase and delivery costs. The faulty or damaged product must be returned to Rowan Soap before the refund or replacement can be issued.

When returning items, we recommend that you hold on to proof of postage - we do not take responsibility for any parcels that might get lost in transit. The goods become your responsibility when they are delivered to you or your representative.

The cost of returning the goods is at the buyers' expense. We do not cover the cost of returning the goods. 

Can I cancel or amend my order?

Email us as quickly as possible quoting your order number. If we can catch your order before we have dispatched it we can offer a full refund immediately.

I’m not happy with my purchase, can I return it?

We want you to be happy with our soaps. If you're not satisfied with your purchase from Rowan Soap, but the goods are not faulty, you may return your items within 14 days of receipt. If they are received in a re-saleable condition, we will issue a full refund.

For hygiene reasons, we are unable to offer refunds or exchanges for products that have been opened from their original packaging, damaged or used, unless an incorrect item has been shipped or the goods are faulty.

Where do I send returns?

Returns should be addressed to:
Rowan Soap
17 Amberwood Drive 
Highcliffe
Dorset
BH23 5RU