Refund policy
We want you to love what you ordered. If something isn't right, here's how we handle it.
Your right of withdrawal
As a customer in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order — no reason required. If your order arrives in multiple shipments, the 14-day window starts from the date you receive the last item.
To exercise this right, notify us within those 14 days. Once you've notified us, you have a further 14 days to send the items back to us.
How to start a return
If you checked out with an email address, start your return through your account at this link.
If you checked out with a phone number only, you won't be able to access the account portal. Instead, use the return link included in your SMS order confirmation.
If you have any trouble, contact us at hello@open-row.com and we'll help you through it.
Condition of returned items
Items must be returned unworn, unwashed, and in their original condition with tags attached. We reserve the right to refuse returns that show signs of wear, washing, or damage.
Return shipping
Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. We recommend using a tracked service as we cannot accept responsibility for returns lost in transit.
Refunds
Once we receive and inspect your return, we'll process your refund within 14 days. Your refund will be issued to your original payment method and will include the standard outbound shipping cost you paid at checkout. If you selected a premium or express shipping option, only the cost of standard shipping will be refunded — not the upgrade.
You'll receive a confirmation email when your refund has been processed.
Exchanges
We don't offer direct exchanges. If you'd like a different size or colour, return your original item for a refund and place a new order.
Faulty or incorrect items
If you receive a faulty or incorrect item, contact us at hello@open-row.com within 7 days of delivery. We'll cover all return shipping costs and send a replacement or issue a full refund — whichever you prefer.
For faulty / damaged items:
Once you have the parcel in your hands, take as many photos as possible. Make sure that the following is clearly visible:
- Photo of damaged goods in their entirety, and not just a small detail.
- The external packaging (box), including the shipping label.
- The internal packaging (protective materials).
Keep the damaged goods as well as the packaging, the goods must not be repaired or handled until an assessment is made.
Exemptions
The right of withdrawal does not apply to items that have been worn, washed, or used, or that cannot be returned for hygiene reasons once unsealed. Customised or personalised items are also exempt.
