Returns & Refunds
Although we carefully curate a wonderful selection of items on The Roost, sometimes they aren’t for everyone. As we are a platform with many brand partners, our returns policy differs from supplier to supplier. Please refer to the individual supplier bios to see how long the notice period is and what each of their processes is before buying. As a rule of thumb, if your order is not a perfect fit for your dream home, let us know within 14 days of your order's arrival, you will then have 14 days to return the item if you would like to guarantee a full refund. By following these steps you will be able to collect a full refund for all non-made-to-order products.
Some of our lovely suppliers give you a longer grace period, if you return the item unused and in its original packaging. Send email@example.com an email if you would like to start the returns process. If a product is made to order or is bespoke, they are sometimes non-refundable or require a restocking fee. We operate in the same way as all our suppliers, so we will only deem an item as non-refundable if the supplier does too. If an item is non-refundable for any reason, then it should be noted within the product description or brand bio.
Unfortunately, we are not in a position to offer free returns on all items. We will do everything we can to make it a seamless experience. If our suppliers charge for returns, then I am afraid we do too. We will help organise the return for you and the cost is usually taken out of your refund amount. Please be aware that we are not liable for any lost or damaged returns as per our customer policy.
As our brand partners individually fulfil your orders, we cannot currently offer exchanges if the proposed exchange is from a different supplier. However, if the desired exchange is from the same supplier and you would like to change the colour, size or model, then we can arrange this for you. Drop us an email on firstname.lastname@example.org if you would like us to help with your exchange.
For exchanges from different suppliers, you are best to return the original item within the timeframe for that supplier and then purchase the new item at your own convenience. If you would like to use the refund amount to purchase the new item, here is The Roost’s top tip: by refunding your purchase as store credit you will have access to your money more quickly than choosing a bank transfer, so your preferred item will arrive more quickly.
All our brand partners will contact us as soon as they have received your return. We can then issue a refund either in store credit or to the original card you purchased with. In the case of an exchange, your exchanged item will then be sent out to you.
Throughout this process, we will contact you if there are any problems with your return. As soon as our brand partner has received your item, we will refund you the original amount minus any shipping costs. You will receive email confirmation and it could then take 5-10 days for funds to be credited to the card used for payment. If you have opted for store credit, this will arrive in your account immediately.
Contact us at email@example.com for any questions related to returns and refunds.