Refund policy

Last updated: June 23, 2026

If you need to return an item, please review the conditions and process below. If something isn't right, here's how we can help.

1. Return Eligibility
We accept returns under the following conditions:

Item was delivered within the last 14 days
Item is unused, uninstalled, and in its original packaging
Item is not marked as final sale or non-returnable

Note: Certain product categories, such as personalised or custom-made items, may not be eligible for return. See Section 6 for exclusions.

2. Cancelling or Changing Your Order
Orders are processed within 2 business days after payment confirmation. If you wish to cancel or change your order (for example, your item selection or delivery address), please contact us as soon as possible at contact@orwenandco.com or +441202080175 with your order number.
We can amend or cancel an order only if it has not yet been dispatched. If your request reaches us before dispatch, we will make the requested change, or cancel the order and issue a full refund to your original payment method.
Once an order has been dispatched, it can no longer be cancelled or modified. You may instead return the item under the conditions in Section 1 once it has been delivered.

3. How to Initiate a Return
Contact us at contact@orwenandco.com or call us at +441202080175 with your order number and reason for return.

We will respond within 2 business days with return instructions.

Ship the item back to the address provided using a trackable shipping method.

Once we receive and inspect the item, we will process your refund.

4. Refunds
Approved refunds will be issued to your original payment method within 5–10 business days of receiving the returned item. Please note that your bank or payment provider may take additional time to process and post the refund.

5. Exchanges
Exchanges may be offered for items of equal value, subject to availability and return eligibility.

To request an exchange, please contact us at contact@orwenandco.com or call +441202080175 with your order number.

Items must be unused, uninstalled and in their original packaging.

If the requested exchange item is unavailable, we may offer a refund to the original payment method instead.

6. Non-Returnable Items
The following items cannot be returned or refunded:

Personalised or custom-made items
Items that have been installed, used, or damaged after delivery
Items marked as Final Sale
Items returned after the 14-day return window

7. Damaged or Incorrect Items
If you received a damaged or incorrect item, please contact us within 2 days of delivery with your order number and a photo of the issue. We will send a replacement or issue a full refund at no additional cost to you. This does not affect your statutory rights.

8. Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.

Original shipping costs are not charged for UK Mainland orders, as standard shipping is free.

Return shipping costs are not refunded unless the item was damaged or incorrect.

We do not charge a restocking fee.

9. Orders Not Received
If your order has not arrived within the stated delivery estimate, please contact us with your order number.

Email: contact@orwenandco.com
Phone: +441202080175

We will review the tracking information and, where required, open an investigation with the carrier or delivery partner. If the order is confirmed as lost, we will offer a replacement or refund at no additional cost to you.

10. Contact Us
Email: contact@orwenandco.com
Phone: +441202080175
Response time: Within 2 business days