Refund policy

Returns and Refunds

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. This policy is in addition to your statutory consumer rights.

To start a return, contact us at hello@risenroam.com. If your return is accepted, we’ll provide instructions on how and where to send your package. Items returned without first requesting a return may not be accepted.

Change-of-mind returns

For returns made under our voluntary 30-day return policy, items should be returned in the same condition in which you received them, with any original tags and packaging where possible. You’ll also need your receipt or proof of purchase.

For change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged or you receive the wrong item. We’ll assess the issue and arrange an appropriate solution. Where an item is faulty, damaged or incorrect, we will cover reasonable return costs where required.

UK cancellation rights

If you purchase from us online, you normally have the right to cancel your order within 14 days of receiving it without giving a reason. After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

These rights are separate from our voluntary 30-day return policy and nothing in this policy affects your statutory rights.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund has been approved. Approved refunds will be made to your original payment method.

Where your statutory cancellation rights apply, we will also refund the standard delivery charge you originally paid. Additional costs for premium or express delivery are not normally refundable beyond the cost of standard delivery.

Please remember that banks and card providers can take additional time to process and display refunds.

Exceptions

Certain items may not be eligible for change-of-mind returns where an exception permitted by law applies, such as personalised or custom-made goods or sealed goods that cannot be returned for health or hygiene reasons once unsealed.

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

For any questions about returns or refunds, contact us at hello@risenroam.com.