Refund Policy

REFUND POLICY – THE ROWAN SISTERS – QUEENSTOWN

Thank you for shopping at The Rowan Sisters – Queenstown. We truly appreciate you choosing us and trust that you’ll love your pieces. However, we understand that sometimes things don’t work out as expected. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds. Please read this policy carefully before making a purchase.

APPLICABILITY OF THE RETURN POLICY

This return policy applies to all customers purchasing products from The Rowan Sisters – Queenstown.

Customers may return products within 30 days of receipt. Returns requested after this period may not be accepted.

To be eligible for a return:

• Items must be unused
• In original condition
• In original packaging
• Accompanied by proof of purchase

Items that are damaged, altered, or not in resellable condition may not be accepted.

RETURN PROCESS

To initiate a return (exchange or refund), please contact us at:

📧 support@therowansisters-queenstown.com

Please include:

• Your order number
• The reason for return
• Photos or a video of the product

If your return is approved, we will provide you with return instructions and the return address.
Returns sent without prior approval will not be accepted.

RETURN SHIPPING

If the return is due to customer reasons (e.g., change of mind), return shipping costs are the responsibility of the customer.
If the item is defective, damaged, or incorrect, we will cover the return shipping costs.

We strongly recommend:

• Using a tracked shipping method
• Choosing a courier with insurance or compensation

⚠️ Without a valid tracking number, we cannot process refunds or exchanges.

DAMAGED OR INCORRECT ITEMS

Please inspect your order upon arrival.

If your item is damaged or incorrect, contact us within 24 hours of delivery with:

• Clear photos or videos
• A brief explanation

We will offer:

• A replacement, or
• A full refund

Product issues must be reported within 7 days of delivery. After this period, we may not be able to process a refund or replacement.

EXCHANGES

If you would like to exchange an item, please mention this in your return request.
Exchanges are subject to product availability.

ORDER CANCELLATIONS

Orders cannot be cancelled once they have been placed, as they are processed immediately.

If you have any concerns, please contact us at:

📧 support@therowansisters-queenstown.com

WRONG ITEM RECEIVED

If you received the wrong item, you may:

• Keep the item and receive a partial refund, or
• Request the correct item

Please contact us with your order details, and we will resolve the issue as quickly as possible.

REFUNDS

Once your return is received and inspected, we will notify you of the approval status.

If approved:

• Refunds are issued to your original payment method
• Processing time: 5–7 business days

Please note that your bank or credit card provider may take additional time to process the refund.

If more than 7 business days have passed after approval, please contact us at:

📧 support@therowansisters-queenstown.com

CONTACT

If you have any questions about this Refund Policy, please contact us:

📧 support@therowansisters-queenstown.com
📍 Queenstown, New Zealand