Refund policy
We hope you love your Rowlie purchase, but if you need to make a return, we’re here to help. Please review our policy to ensure a smooth process.
Returns Policy
We accept returns within 30 days of delivery. To be eligible, items must be:
- In unused, resellable condition, free of pet hair.
- Returned with all original packaging, including tags, instructions, and labels.
Custom items (e.g., engraved ID tags) are not eligible for return.
How to Return an Item
- Log into your customer account at https://account.rowliedogs.com. There's no password required — we'll email you a code to access your account.
- Select the order you’d like to return and click "Request Return" to submit your return request.
How to Mail Your Return
Once your return request is approved, we’ll email you shipping instructions. If your order total was £50 or more (excluding shipping), you’ll receive a free, prepaid UK returns label via email. For orders under £50, customers will need to arrange and cover return postage themselves.
In all cases, please ensure you obtain a tracking number and retain it until your refund has been processed, as we cannot refund any items lost in transit.
When Will My Refund Be Processed?
After we receive your returned item(s), your refund will be credited to the original payment method. Please allow up to 3 business days for processing at our warehouse, plus up to 7 business days for your bank to process the refund.
You’ll receive an email notification once your refund has been processed.
Can I Exchange an Item?
We aren't able to process exchanges, but we’re happy to accept returns for a refund, so you can place a new order for the item you need.
To get started, log into your customer account to arrange a return for your original purchase. You can place a new order anytime, and we’ll process your refund as soon as we receive your return.