Refund policy
Return & Refund Policy
Last updated: September 8, 2026
At FARROWA, we want customers to shop with confidence. This Return & Refund Policy explains our return eligibility requirements, return procedure, return shipping costs, cancellation rights, and refund processing timelines.
We accept eligible returns within 30 calendar days from the date your order is delivered, subject to the conditions below.
This policy does not affect any statutory rights available to consumers under applicable law.
1. Return Eligibility
To qualify for a return under our 30-day return policy, the item should:
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Be unused beyond what is reasonably necessary to inspect or try on the product;
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Not have been worn for general use, washed, damaged, altered, or modified;
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Be returned in its original condition;
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Include original tags, packaging, manuals, accessories, and other components supplied with the product, where reasonably applicable;
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Be accompanied by a valid order number or other proof of purchase.
For apparel, customers may reasonably try on an item for sizing or fit, in the same way they might inspect an item in a physical store, provided that the item remains clean, undamaged, unwashed, and suitable for resale.
If an item has been handled beyond what is reasonably necessary to inspect it and its value has been reduced, we reserve the right to make an appropriate deduction from the refund where permitted by applicable law.
2. UK Statutory Cancellation Rights
For eligible online purchases made by consumers in the United Kingdom, you normally have the right to cancel your order without giving a reason within 14 calendar days after receiving the goods, subject to applicable legal exceptions.
To exercise this right, contact us within the 14-day cancellation period using the contact details provided below.
After notifying us of your cancellation, you must return the eligible goods within 14 calendar days.
Where statutory cancellation rights apply:
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You do not need to provide a reason for cancelling;
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You are generally responsible for the direct cost of returning the goods unless the goods are faulty, damaged, incorrect, or we have agreed to cover the return cost;
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We will refund the purchase price of eligible returned goods;
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We will also refund the cost of our least expensive standard outbound delivery option where you originally paid a delivery charge;
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Any additional amount paid for premium, expedited, express, or upgraded delivery is generally non-refundable beyond the cost of standard delivery.
Our additional 30-day return policy provides extra time beyond the statutory cancellation period but does not limit your statutory consumer rights.
3. How to Request a Return
To request a return:
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Contact us at hallo@farrowa.com within the applicable return period.
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Include:
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Your order number;
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The item or items you wish to return;
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Your reason for return, where applicable;
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Photos or videos if the product arrived damaged, faulty, or incorrect.
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Our customer support team will review your request and provide return instructions.
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Securely package the item and return it according to the instructions provided.
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We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number until your refund has been completed.
Designated Return Address:
The Millfields
Plymouth
PL1 3JX
United Kingdom
Please contact us before sending a return so that we can properly identify and process your parcel.
Unauthorized or unidentified parcels may experience processing delays.
4. Return Shipping Costs
Faulty, Damaged, or Incorrect Items
If you receive an item that 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.
Depending on the circumstances, we may:
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Provide a prepaid return label;
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Reimburse reasonable return shipping costs;
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Arrange another suitable return method; or
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Provide another appropriate resolution.
Change of Mind or Preference Returns
For voluntary returns resulting from reasons such as:
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Change of mind;
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Incorrect size or color selected by the customer;
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The product is no longer wanted;
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Personal preference;
the customer is generally responsible for return shipping costs.
This does not affect any rights you may have under applicable consumer protection laws.
Restocking Fees
FARROWA does not charge restocking fees for approved returns.
5. Damaged, Faulty, or Incorrect Orders
Please inspect your order as soon as reasonably possible after delivery.
If your product arrives damaged, faulty, defective, materially misdescribed, or different from the item you ordered, contact:
Please provide your order number and, where reasonably possible, clear photos or videos showing:
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The product;
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The issue or damage;
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The shipping packaging;
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The shipping label.
After reviewing the issue, we will provide an appropriate solution, which may include a replacement, repair, return, or refund depending on the circumstances and applicable law.
Your statutory rights relating to faulty or misdescribed goods are not affected by this policy.
6. Items With Return Restrictions
Certain products may be excluded from our voluntary return policy where permitted by applicable law, including:
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Gift cards;
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Custom-made or personalized products;
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Goods made or modified specifically to customer requirements;
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Sealed hygiene-sensitive products where the seal has been broken after delivery;
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Certain intimate or personal hygiene products where applicable hygiene seals have been removed;
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Products that cannot reasonably be resold for health or hygiene reasons after being unsealed.
Products marked “Final Sale” may be excluded from FARROWA's voluntary return policy after the applicable statutory cancellation period, where legally permitted.
However, a “Final Sale” designation does not remove any statutory rights you may have, including rights relating to faulty, damaged, misdescribed, or otherwise legally returnable goods.
7. Exchanges
We do not currently offer automatic direct exchanges for change-of-mind or preference returns.
If you would like a different size, color, or product, the fastest option is normally to:
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Return the original eligible item according to this policy; and
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Place a new order for the replacement product.
This helps prevent your preferred replacement item from becoming unavailable while your original return is being processed.
8. Order Cancellations and Modifications
If you need to change or cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to accommodate your request before fulfillment begins.
However, we cannot guarantee that an order can be changed or cancelled after it has entered processing, fulfillment, or shipment.
If the order has already been shipped, you may return eligible products according to this Return & Refund Policy and any applicable statutory cancellation rights.
9. Refunds
Once we receive your returned item, we will inspect and process the return.
If approved, the refund will be issued to the original payment method used to place the order, unless another method has been expressly agreed with you where permitted by law.
For eligible returns, we aim to process refunds promptly.
Where UK statutory cancellation rights apply, refunds will be made within the legally required timeframe and no later than 14 calendar days after we receive the returned goods or acceptable evidence that the goods have been returned, as applicable.
After FARROWA issues the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account.
Original Delivery Charges
Where you exercise an applicable statutory right to cancel an eligible online purchase within the relevant cancellation period, we will refund the cost of the least expensive standard outbound delivery option offered for your order, where a delivery charge was originally paid.
If you selected a more expensive delivery option, such as:
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Express shipping;
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Expedited shipping;
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Priority delivery;
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Premium delivery;
the additional amount above the standard delivery cost is generally non-refundable.
For voluntary change-of-mind returns made under FARROWA's extended return policy after the statutory cancellation period, original outbound delivery charges are generally non-refundable unless otherwise required by applicable law or the return results from an error by FARROWA.
10. Refund Delays
After we confirm that your refund has been issued, please allow your financial institution or payment provider sufficient processing time.
If you have not received your refund after 15 business days from the date we confirmed that the refund was issued, please contact us at:
We will assist you in checking the status of the transaction.
11. Contact Us
For questions about returns, refunds, damaged products, cancellations, or this policy, please contact:
FARROWA Customer Support
Email: hallo@farrowa.com
Phone: +44 7894 633201
Return & Business Address:
The Millfields
Plymouth
PL1 3JX
United Kingdom
Website: https://farrowa.com