Returns & Refunds

Last updated: 27 September 2026

We want you to be happy with your purchase. This policy explains your rights and how to return an item. Nothing in this policy affects your statutory rights.

Online orders: changing your mind

If you are a consumer who bought from us online, you may cancel your order without giving a reason. Tell us that you wish to cancel within 14 days after the day you, or someone you nominate other than the carrier, receives the goods. If one order is delivered in separate parcels, the cancellation period ends 14 days after the day the last parcel is received.

After telling us that you wish to cancel, you have a further 14 days to return the goods. You may tell us by email, post, telephone, in person, or by using the model cancellation form below. A clear statement is enough; you do not have to use the form.

Condition of returned goods

You may handle the goods only as much as you reasonably would in a shop to establish their nature, characteristics and functioning. You do not lose your right to cancel merely because you opened the packaging. We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary. Where possible, please return the item with its original packaging and proof of purchase, as this helps us process the return, but this does not limit your statutory rights.

How to return an online order

Please send or bring the goods to:

The Rowan Tree
7 Fore Street
Budleigh Salterton
Devon
EX9 6NG

For a change-of-mind return, you are responsible for the direct cost of returning the goods. We recommend keeping proof of postage. If goods are faulty, not as described, or otherwise do not conform to the contract, we will pay the reasonable return costs.

Refunds for cancelled online orders

We will refund the price paid and, where applicable, the cost of our least expensive standard delivery option. If you chose a more expensive delivery method, we do not have to refund the additional cost.

We will refund you without undue delay. Where goods must be returned, we will refund within 14 days after the day we receive them back or the day you provide evidence that you sent them back, whichever is earlier. We may withhold the refund until one of those events occurs, unless we have offered to collect the goods. If no goods were supplied, or we have offered to collect them, we will refund within 14 days after the day you tell us you are cancelling.

We will refund you using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not be charged a fee for the refund.

Items excluded from the change-of-mind right

The statutory right to cancel does not apply to certain goods, including:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed;
• sealed audio, video or computer software once unsealed; and
• newspapers, periodicals or magazines, except subscription contracts.

These exclusions do not affect your rights if goods are faulty, not as described, or otherwise do not conform to the contract.

Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have rights under the Consumer Rights Act 2015. This includes a short-term right to reject most faulty goods within 30 days for a full refund. After that, you may be entitled to a repair or replacement and, in some circumstances, a price reduction or final right to reject. These rights can continue beyond six months, although the rules about proving when a fault arose may change.

Please contact us as soon as possible. We will not charge you the reasonable cost of returning faulty, damaged, incorrect or misdescribed goods.

Purchases made in our shop

There is no automatic legal right to return an item bought in person simply because you changed your mind. Your statutory rights still apply if the item is faulty, not as described, or otherwise does not conform to the contract.

Proof of purchase

We may ask for proof that you bought the item from us. This may be a receipt, order confirmation, bank statement or other suitable evidence.

Contact us

Email: shop@rowantreegifts.co.uk
Telephone: 01395 446066
Address: The Rowan Tree, 7 Fore Street, Budleigh Salterton, Devon, EX9 6NG

Model cancellation form

Complete and return this form only if you wish to cancel an online contract.

To: The Rowan Tree, 7 Fore Street, Budleigh Salterton, Devon, EX9 6NG; shop@rowantreegifts.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Ordered on/received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date: