This Returns and Refunds Policy explains your rights and our process if you wish to return an item purchased from rockyotter.co.uk.
It is written in line with UK consumer protection law.
Your Right to Cancel
You have the right to cancel your order within 14 days of receiving your item. The cancellation period ends 14 days after the day you receive your goods. To exercise your right to cancel, you must notify us clearly by email using the contact details on the website.
Returns Eligibility
To be eligible for a return, items must be:
• Unworn and unused
• In their original condition
• Free from damage, marks, or odours
We reserve the right to refuse returns that do not meet these conditions.
Made to Order Items
RockyOtter clothing is made to order to reduce waste and ensure quality. Made to order items are still eligible for return under your statutory rights, provided they are not personalised and meet the eligibility criteria above. Items that are personalised or customised specifically for you are not eligible for return unless they are faulty.
Return Process
Once you notify us of your intention to return an item, you must send it back within 14 days. Return instructions will be provided once your request has been approved. Items must be returned using a secure and trackable delivery method.
Return Costs
Unless an item is faulty or incorrect, return postage costs are the responsibility of the customer. Original delivery costs are non refundable.
Refunds
Once we receive and inspect the returned item, we will process your refund. Refunds are issued to the original payment method. Please allow up to 14 days for the refund to appear in your account after approval.
Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible. Where appropriate, we may request photographs to help assess the issue. In these cases, we will offer a replacement or a full refund, including reasonable return postage costs.
Charity Contributions and Refunds
Where a charitable contribution is linked to your order, refunds will cancel the associated donation for that item.
Items Not Eligible for Return
The following items cannot be returned unless faulty:
• Personalised or customised items
• Items returned outside the allowed timeframes
• Items not in original condition
Exchanges
We do not currently offer direct exchanges.
If you wish to change size or style, please return the original item and place a new order.
Contact
If you have any questions about returns or refunds, please contact us using the details provided on the website.
