Return & Refund Policy

Last updated: September 18, 2026

At FARROWA, we want customers to shop with confidence. This Return & Refund Policy explains our return requirements, return procedure, return shipping costs, and refund processing timelines.

This policy applies to orders delivered to the United States, United Kingdom, Australia, and Canada.

We accept eligible returns for both defective and non-defective products. Our standard return window is 30 calendar days from the date your order is delivered, subject to the conditions below.

Nothing in this policy limits or excludes any mandatory consumer rights available under applicable law. Statutory rights relating to faulty, damaged, or misdescribed goods may continue beyond our standard 30-day return window.

1. Return Window and Product Condition

30-Day Return Window

Please contact us at hallo@farrowa.com within 30 calendar days of delivery to request a return.

Non-Defective Products

For change-of-mind, sizing, color, or other preference returns, we accept products in new, unused condition.

Items should:

• Be unused beyond what is reasonably necessary to inspect or try on the product;

• Not have been worn for general use, washed, damaged, altered, or modified;

• Remain clean and in their original condition;

• Include original tags, packaging, manuals, accessories, and other supplied components, where reasonably applicable; and

• Be accompanied by a valid order number or other proof of purchase.

For apparel, you may reasonably try on an item to check its size or fit, as you would in a physical store, provided that it remains clean, undamaged, unwashed, and suitable for resale.

Where permitted by applicable law, handling beyond what is reasonably necessary to inspect an item may result in a deduction reflecting its reduced value. This is not a restocking fee.

Defective, Damaged, or Incorrect Products

The new-condition requirements for voluntary returns do not prevent claims involving defective, damaged, faulty, or materially misdescribed products, or products that differ from what you ordered.

Original packaging is not required where applicable law provides a remedy without it.

2. UK Statutory Cancellation Rights

For eligible online purchases made by consumers in the United Kingdom, you normally have the right to cancel without giving a reason within 14 calendar days after receiving the goods, subject to applicable legal exceptions.

To exercise this right, notify us at hallo@farrowa.com within the cancellation period. You then have a further 14 calendar days to return the goods.

Where statutory cancellation rights apply:

• You do not need to provide a reason for cancelling;

• You are generally responsible for the direct return shipping cost for non-defective goods, unless we have agreed to cover it;

• We will refund the purchase price of eligible returned goods;

• If you paid an outbound delivery charge, we will also refund the cost of the least expensive standard delivery option offered for your order; and

• Any additional charge for an upgraded delivery option, if applicable, is generally not refundable beyond the standard delivery cost.

Our voluntary 30-day return policy provides additional time and does not replace or restrict statutory cancellation rights.

3. How to Request a Return

Returns are made by mail.

To request a return, email hallo@farrowa.com within the applicable return period and provide:

• Your order number or other proof of purchase;

• The item or items you wish to return;

• Your reason for return, where applicable; and

• Photos or videos of the issue, where reasonably possible, if the product arrived damaged, faulty, or incorrect.

A reason is not required when exercising an applicable statutory right to cancel without giving a reason.

Our customer support team will review your request and provide return instructions.

Please securely package the goods and send them according to those instructions. We recommend using a trackable shipping service and retaining your shipping receipt and tracking number until your return has been resolved.

Designated Return Address

FARROWA
The Millfields
Plymouth
PL1 3JX
United Kingdom

Returns from all four supported countries are directed to the United Kingdom address above unless we provide alternative instructions for your specific return.

Please contact us before mailing your return so that we can identify and process your parcel. Unidentified parcels may experience processing delays. This contact procedure does not limit your statutory rights.

We do not currently offer in-store returns or a designated drop-off return service.

4. Return Labels and Return Shipping Costs

Change-of-Mind or Preference Returns

For non-defective returns, customers are responsible for arranging the return shipment, obtaining the return shipping label, and paying the return shipping cost.

This includes returns because:

• You changed your mind;

• You selected an incorrect size or color;

• You no longer want the product; or

• The product does not meet your personal preference.

We do not routinely include return labels in outgoing packages or provide prepaid labels for these returns.

Because the designated return address is in the United Kingdom, returns from the United States, Australia, or Canada may involve international postage costs.

Faulty, Damaged, or Incorrect Items

If the product is damaged, defective, faulty, materially misdescribed, or different from what you ordered due to an error by FARROWA, we will cover reasonable return shipping costs.

Please contact us before arranging postage so that we can provide an appropriate return method. Depending on the circumstances, we may:

• Provide a prepaid return label;

• Reimburse reasonable return shipping costs;

• Arrange collection or another suitable return method; or

• Provide a resolution that does not require the product to be returned.

Please retain receipts for any return shipping costs we agree to reimburse.

The customer-responsibility rule for ordinary return labels does not override our responsibility for return costs where the product is faulty or applicable law requires us to cover those costs.

Restocking Fees

FARROWA does not charge restocking fees.

5. Damaged, Faulty, or Incorrect Orders

Please inspect your order as soon as reasonably possible after delivery.

If a product arrives damaged, faulty, defective, materially misdescribed, or different from what you ordered, contact hallo@farrowa.com.

Please provide your order number and, where reasonably possible, clear photos or videos showing:

• The product;

• The issue or damage;

• The shipping packaging; and

• The shipping label.

We will review the issue and provide an appropriate remedy, which may include a repair, replacement, return, or refund, depending on the circumstances and your rights under applicable law.

Our 30-day voluntary return window does not limit statutory rights that apply for a longer period.

6. Items With Return Restrictions

Where permitted by applicable law, certain products may be excluded from our voluntary change-of-mind return policy, including:

• Gift cards;

• Custom-made or personalized products;

• Goods made or modified specifically to customer requirements; and

• Sealed products that are unsuitable for return for health or hygiene reasons after their seals have been broken.

Any applicable product-specific restriction will be stated on the relevant product page before purchase.

Products marked “Final Sale” may be excluded from our voluntary return policy where legally permitted. This designation does not remove any applicable statutory cancellation rights or rights relating to faulty, damaged, or misdescribed goods.

7. Exchanges

We do not offer direct exchanges for different sizes, colors, or products.

If you would like a different item, please return the original eligible product under this policy and place a separate new order for the desired item.

This does not affect any replacement remedy available for faulty, damaged, or incorrect goods under applicable law.

8. Order Cancellations and Modifications

If you need to change or cancel an order, contact hallo@farrowa.com as soon as possible.

We will make reasonable efforts to accommodate your request before fulfillment begins. Operational changes or shipment interception may not be possible once processing, fulfillment, or shipment is underway.

If your order has already shipped, you may return eligible products under this policy. This does not limit any applicable statutory cancellation rights.

9. Refund Processing

For eligible returns from all four supported countries, we will inspect the returned goods and issue the refund within 14 calendar days of receiving them.

This 14-day period includes our inspection and internal refund processing; it does not begin only after inspection or approval.

Where applicable law requires an earlier refund or requires the refund period to begin upon receipt of evidence that the goods have been sent back, we will follow that requirement.

For UK statutory cancellations, we will issue the refund within 14 calendar days after receiving the returned goods or receiving acceptable evidence that you have sent them back, whichever occurs first, subject to applicable law.

Refunds will be issued to the original payment method unless another method has been expressly agreed with you where legally permitted.

We will notify you when your refund has been issued. Your bank, card issuer, or payment provider may require additional time to credit the funds to your account. This additional posting time is separate from FARROWA’s refund processing period.

Original Delivery Charges

Our current standard shipping service is free, so there is normally no outbound delivery charge to refund.

If an outbound delivery charge was paid, we will refund it where required by applicable law, including the cost of the least expensive standard delivery option when an applicable statutory cancellation right is exercised.

For voluntary change-of-mind returns outside an applicable statutory cancellation period, any original delivery charge is generally non-refundable unless the return results from an error by FARROWA or applicable law requires otherwise.

10. Refund Delays

If we have not issued your refund within the applicable processing period, please contact hallo@farrowa.com with your order number and return tracking details.

If we have confirmed that your refund was issued but the funds have not appeared, please check with your bank or payment provider.

If you have not received the funds after 15 business days from our refund confirmation, contact us so that we can help investigate. This follow-up period does not extend our 14-calendar-day refund processing commitment.

11. Consumer Rights

This policy operates in addition to mandatory consumer protections in the country where those protections apply.

For Australian consumers, applicable consumer guarantees under the Australian Consumer Law are not excluded by this policy. Eligibility for a remedy for faulty goods is not restricted solely because the product has been used, lacks its original packaging, or falls outside our voluntary 30-day return period.

Consumers in the United Kingdom, United States, and Canada also retain any mandatory rights and remedies available under applicable law.

Where this policy conflicts with a mandatory legal requirement, that requirement takes precedence.

12. Contact Us

FARROWA Customer Support

Email: hallo@farrowa.com

Phone: +44 7894 633201

Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM UK local time (GMT or BST, depending on the season), excluding UK public holidays.

Return & Business Address:
The Millfields
Plymouth
PL1 3JX
United Kingdom

Website: https://farrowa.com