Refund Policy

Refund Policy

We accept returns for any reason — whether you are unsatisfied or simply changed your mind. Our return policy is 14 days from the moment you receive your products. If 14 days have passed since delivery, unfortunately we cannot offer you a refund or exchange.

Eligibility

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging, with the shipping label present and intact. For obvious hygiene reasons, we cannot accept returns once a device has been used.

The following items cannot be returned:

Gift cards
E-books
To complete your return, we require a receipt or proof of purchase.

How to Request a Refund

Email us at contact@romyandhazel.com to request a return. We will provide you with our return form and the address of our warehouse. Sign the form and send it along with your parcel to the address provided.

Refund Process

Once we receive and inspect your returned item, we will email you to confirm receipt and let you know whether your refund has been approved or rejected.

If approved, your refund will be processed and a credit automatically applied to your original method of payment within one week. Shipping costs are only refundable in the case of cancellation before the parcel has been shipped.

Late or Missing Refunds

If you haven't received your refund yet:

Check your bank account again
Contact your bank — processing time is generally 7 to 14 business days
If you've done all of this and still have not received your refund, please contact us at contact@romyandhazel.com

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, email us at contact@romyandhazel.com

Return Shipping Costs

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it. You are responsible for paying your own shipping costs to return your item, and returned items remain your responsibility until they reach us.

If you are shipping an item valued over £45, we recommend using a trackable shipping service or purchasing shipping insurance — we do not guarantee that we will receive your returned item