Refund policy

Returns and Refunds

We hope you love everything you order from Robin in the Room. However, we understand that sometimes things simply are not quite right.

Our 30-Day Returns Policy

You may request a return within 30 days of receiving your order.

To qualify for a change-of-mind return, the product must be unused, unlit and in the same condition in which it arrived. It should also be returned in its original packaging wherever reasonably possible.

You will need to provide your order number, receipt or another form of proof of purchase.

To request a return, please email us at steph@robinintheroom.co.uk before sending anything back. Once your return has been approved, we will provide the return address and instructions for sending your order safely back to us.

Returns should be sent to:

59 Cemlyn Avenue Blurton Stoke-On-Trent Staffordshire ST3 2BL

Please do not send an item back without contacting us first, as returns sent without the necessary details may be delayed or may not be accepted.

Unless an item is faulty, damaged or incorrect, customers are responsible for the cost of returning it. We strongly recommend using a tracked postal service, as we cannot be responsible for items lost or damaged on their way back to us.

Damaged, Faulty or Incorrect Orders

Every Robin in the Room order is prepared and packed with care, but occasionally something may go wrong in transit.

Please check your order when it arrives and contact us as soon as possible if an item is damaged, faulty or different from what you ordered. Email steph@robinintheroom.co.uk with your order number, a description of the problem and clear photographs where possible.

We will review the issue and put things right. Depending on the circumstances, this may include a replacement, refund or another suitable resolution. We will cover reasonable return costs where an item is confirmed to be faulty, damaged or incorrect.

Nothing in this policy affects your statutory rights.

Items That Cannot Be Returned

We cannot accept change-of-mind returns for:

Products made specifically to your requirements or clearly personalised
Gift cards, except where you have a legal right to cancel
Products that have been lit, melted, sprayed, opened or otherwise used
Items returned in a condition that makes them unsuitable for resale

These exclusions do not apply where an item is faulty, damaged, incorrectly supplied or not as described.

Sale and promotional items may be returned in line with this policy and your statutory rights.

Exchanges

We do not currently offer direct exchanges.

The simplest way to order a different product or fragrance is to return the original item and place a separate order once your return has been approved.

Your Right to Cancel an Online Order

When purchasing online, customers in the United Kingdom generally have the legal right to cancel an eligible order within 14 days of receiving it, without giving a reason.

After telling us that you wish to cancel, you must return the eligible products within a further 14 days.

To exercise this right, email steph@robinintheroom.co.uk with your name, order number and a clear statement that you wish to cancel your order.

You may inspect a product as you reasonably would in a shop. However, we may reduce the refund if the product has been handled or used beyond what is reasonably necessary and its value has been reduced.

Unless the product is faulty, damaged or incorrect, you will normally be responsible for the cost of returning it.

Certain products, including goods made specifically to your requirements or clearly personalised, may be excluded from the legal right to cancel.

Refunds

We will let you know when we have received and reviewed your return.

Approved refunds will be issued to the original payment method. We will process the refund without unnecessary delay and no later than 14 days after receiving the returned goods or acceptable evidence that they have been sent back, where the statutory cancellation right applies.

When an entire eligible order is cancelled under your statutory cancellation rights, we will also refund the cost of our standard delivery option. Any additional amount paid for premium or express delivery is not normally refundable.

We may withhold the refund until we have received the returned products or you have provided suitable proof that they have been sent.

Once we have issued your refund, your bank or payment provider may require additional time to show it in your account.

Please contact steph@robinintheroom.co.uk if your approved refund has not appeared within 15 business days of our confirmation.