We want you and your pet to love your Rove Cord gear. If you are not completely satisfied with your purchase, we are here to help with a straightforward return and refund process.
30-Day Returns
We accept returns of eligible items within 30 days of the delivery date.
To be eligible for a return:
- The item must be new, unworn, and unwashed.
- All original packaging, tags, and included accessories must be returned.
- The item must be free of pet hair, dirt, odors, and visible signs of use.
DIY Material Kits
DIY Material Kits must be unopened and unused, with all cords, hardware, materials, and instructional materials intact in their original packaging.
Because these kits contain individual materials intended for crafting, kits that have been opened, cut, partially braided, assembled, or otherwise used are not eligible for return.
Custom & Personalized Items
Custom-made or personalized items are final sale and are not eligible for return due to a change of mind, preference, or sizing.
This does not apply to items that arrive defective, damaged, or incorrect.
How to Request a Return
- Contact Us: Email our support team with your order number and the reason for your return. Please include photos if relevant.
- Return Approval: We will review your request within 1–2 business days. If your return is approved, we will provide you with return instructions and the return shipping address.
- Ship Your Return: Please pack the item securely and use a trackable shipping service. Do not send your return to the address shown on your original package or shipping label unless instructed by our support team.
Please wait for return instructions before shipping any item back to us.
Return Shipping Costs
For returns due to a change of mind, preference, color, size, or other reasons not caused by Rove Cord, the customer is responsible for the return shipping costs.
Return shipping costs are non-refundable.
If the return is due to a defective, damaged, or incorrect item, Rove Cord will provide an appropriate solution and, where applicable, cover the reasonable return shipping costs.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Exchanges
We currently do not offer direct exchanges.
If you would like a different color, size, or style, the fastest option is to return the original item for a refund and place a new order for the item you prefer.
Damaged, Defective, or Incorrect Items
We carefully inspect our handcrafted products and DIY Material Kits before shipment.
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with clear photos of the issue.
We will review the issue and, where appropriate, provide a replacement or full refund at no additional cost to you.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
We generally process approved refunds within 3–5 business days after the return has been received and inspected. Your bank or payment provider may require additional time to post the refund to your account.