Refund policy

PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS. ALL RETURN SHIPPING COSTS ARE PAID BY THE CUSTOMER.

If there is an issue with your order, please contact us first at support@wentworthandrowe.com so our team can review it and work with you on a resolution.

Return

Is it possible to return my order?

Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:

1. The order still contains all the appropriate parts, components and the products need to be returned in the original packaging.

2. Normal handling of the product is evident, breakage due to careless handling is excluded.

3. Products for which hygiene is important have been thoroughly cleaned before the return process begins.

4. The product has been found to be damaged immediately when received.

5. We are entitled to charge the customer for shipping costs.

6. A return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.

*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, you will need to do the following to initiate the returns process; send an email to: support@wentworthandrowe.com. Make sure the email contains the following:

- Order number

- Reason for the return request

- Photo of the product in case of breakage

- First name + last name of the customer

- Address of the customer

Our team will then speak to you and review your request. Once your return has been reviewed, we will give you the return address. Never send the return to the sender, we will send you the correct address after you have asked us to do so. You, the customer, are responsible for the shipping costs of returning the product.

Cancellations

Orders may only be cancelled if your cancellation request reaches us within 15 minutes of the order being placed. As we work with a fully automated system, orders are executed as soon as they are placed. Once the 15-minute cancellation period has passed, the order has progressed through our automated processing and we cannot interrupt the shipping process until delivery.

A refund is not possible before we have received the returned goods. The cost of returning the goods shall be borne by the buyer.

Record for shipments in transit

As our goods are shipped from our overseas warehouses in the EU and Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation. In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.

Refunds

Refunds are only issued once we have received ALL of the returned goods back at our warehouse in good condition and the return meets the conditions above. Your refund will then be processed within 7 working days, with the exception of delivery costs. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.

** ALL RETURNS WILL BE SENT TO OUR OVERSEAS WAREHOUSES IN THE EU OR ASIA AT THE CUSTOMER'S EXPENSE.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or is not the item you ordered, please contact us at support@wentworthandrowe.com with clear photos of the item and its packaging. Our team will review your claim and, if it is approved, offer a suitable resolution, which may include a replacement.

Lost parcels

If your tracking has shown no movement for 14 days, please contact us. We will investigate with the carrier, and if your parcel is confirmed lost, we will arrange a replacement.

Tracking shows delivered

If your tracking shows your parcel as delivered but you have not received it, please check with neighbours, building reception and your local post office first. Once the carrier has confirmed delivery to the address provided at checkout, we are unable to offer a refund, but we will assist you in opening a claim with the carrier.