Refund policy

Returns, Exchanges & Cancellations

Effective date: 9 September 2026 | Last updated: 21 October 2026

1. Order Changes & Cancellations

You may cancel your order for a full refund at any time before it is handed over to the shipping carrier. Email support@wovenrove.com with your order number as soon as possible. Creating a shipping label does not, by itself, mean that your order has been dispatched.

Changes to items, colours, or delivery details depend on availability and fulfilment status. We will confirm whether a requested change can be made.

Once the parcel has been handed over to the carrier, we cannot guarantee that it can be stopped or redirected. You may use our return procedure after delivery, subject to the applicable conditions. This does not affect your statutory cancellation rights.

2. Our 14-Day Return & Exchange Policy

You may request a return or exchange within 14 calendar days of receiving your order. This is the period for contacting us, not a requirement for our warehouse to receive the parcel within 14 days of delivery. Please send the return within 14 days of notifying us, or within any longer period required by applicable law or agreed with our team. If we are delayed in answering you, your return period will not be shortened because of that delay.

3. Item Condition

For a change-of-mind return or exchange, items must be unused, unwashed, and in their original condition, with original tags and packaging.

These conditions apply to our woven bags. Items with signs of use, washing, or customer-caused damage are not eligible for change-of-mind returns where such exclusions are permitted by applicable law. Any product-specific exception is disclosed on the product page before purchase and cannot remove your statutory rights.

Gift cards are not covered by this physical-goods return procedure; any rights required by law remain unaffected.

4. Faulty, Damaged, Incorrect or Misdescribed Goods

If there is a problem with your item, contact support@wovenrove.com with your order number and photographs where reasonably available. We will arrange an appropriate refund or replacement and cover the necessary return shipping costs. We will issue a prepaid return label, or agree an alternative arrangement with you in writing.

The ordinary 14-day window and item-condition requirements do not limit statutory rights relating to faulty, damaged, incorrectly supplied, or misdescribed goods. Opening an item to discover a fault does not remove those rights.

5. Fees & Shipping Costs

Restocking and administrative fees: $0. We do not charge a restocking, handling or cancellation fee.
For eligible change-of-mind returns and exchanges, the customer pays return postage.
For faulty, damaged, incorrectly supplied or misdescribed goods, Woven Rove covers the necessary return postage and issues a prepaid label.
We do not retrospectively charge outbound shipping that was originally provided free of charge.
Refunds of delivery charges are handled in accordance with applicable law, including standard outbound delivery where a statutory cancellation requires it.
Exchanges depend on stock availability. If the requested item is unavailable, you may return an eligible item for a refund instead.

6. Where to Send a Return

Returns are received at our own returns facility. The full address is published here, so you never have to ask us for it:

Woven Rove Returns
Building 23, Tianfu Changdao Park
Wuhou District, Chengdu
Sichuan, China

Please write your order number clearly on the outside of the parcel, and keep your proof of postage and tracking number.

Please contact support@wovenrove.com before sending a return and follow the return instructions provided.

7. How to Start a Return

Email support@wovenrove.com with your order number, the item, and whether you want a return or an exchange.
We reply within 1–2 business days to confirm that your return is eligible and, where the item is faulty, damaged, incorrect or misdescribed, to issue a prepaid label.
Post the item to the returns address in section 6.
We inspect it on arrival and email you the outcome.
Eligible refunds are issued to your original payment method.

Contacting us does not make your statutory cancellation rights conditional on our approval. If a returned item does not meet the ordinary return conditions, we will explain the reason and discuss the next steps with you rather than disposing of it without notice.

8. Refund Processing

Eligible refunds are issued to the original payment method. We aim to process them within 5–7 business days of receiving and checking the returned goods, or sooner where required by law. Payment providers and banks may take additional time to display the refund. Mandatory consumer rights and refund deadlines take precedence over this policy.

9. Need Help Choosing Your Bag?

Unsure which bag to choose? Email support@wovenrove.com with the product name and any questions about its dimensions or capacity before ordering. If your first order is not suitable, contact us within 14 calendar days of delivery to request an exchange. Items must meet our return conditions, and exchanges are subject to availability.

10. Your Statutory Rights

Nothing in this policy limits your statutory rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, or equivalent consumer law in your country of residence. Where those rights are wider than this policy, they apply.