Refund policy

We have a 30-day return policy, which means you have 30 days after your item was purchased to request a return.

Items sent back to us without first requesting a return will not be accepted. 

We spend a considerable amount of money to offer free and reduced shipping costs for your order, therefore, return shipping costs are provided by the customer. We do not refund the initial shipping cost or the return shipping cost.

If you opt to use a return shipping label generated through the Rookery Home return portal, this will provide reduced return shipping costs using our group rates. The cost of the return shipping label that we provide to you is determined by the weight and size of box that we initially shipped your items in. If you are returning a partial order, it is best to ship on your own, using your own box and carrier to reduce your shipping cost. The amount spent on the shipping label will be deducted from your total refund amount. 

We do not charge restocking fees.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

We recommend using the same padding (bubble wrap, foam, paper, etc.) that your order arrived with for fragile items to prevent damage in transit. Items damaged due to poor return packaging will not be accepted for refunds, unless the initial reason for the return was for defected or damaged goods.

If your order contained a free gift, please keep it, as we purchase them to help support artisan's livelihoods.

To start a return, you can use the self-service return portal located in the main menu. You may also contact us at customerservice@rookeryhome.com or use the "Contact Us" form on the website at www.rookeryhome.com. You may also use your preferred shipping service to mail the items back to us. Please note that returns will need to be sent to the following address:

Rookery Home

19008 Corkscrew Rd, Suite 101/206

Estero, FL 33928

You can always contact us for any return questions or concerns at customerservice@rookeryhome.com.

Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. We may request photographic proof of damages or defects prior to issuing a refund, so we can file a claim with our shipping partners. You will not be charged for return shipping if we determine that an issue occurred due to our oversight. We may also, in certain cases, agree to refund the full amount or provide a partial return shipping cost with your final refund. 

Exceptions/Non-Returnable Items
Certain types of items cannot be returned, such as custom products, special orders, personalized items, and personal care goods (such as beauty or hygiene products). Please contact us if you have questions or concerns about your specific item. 

Final sale/final clearance items are not returnable.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded with your original payment method, and it will be posted to your account within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, and you have not received your refund, please contact us at customerservice@rookeryhome.com.