Widerrufsrecht

Return & Refund Policy

All sales are final. We only accept returns or refunds in two situations: your item arrived defective or damaged, or your order never arrived at all. Here’s how each one works.

If your item arrived defective or damaged

This covers anything wrong with your order on arrival — manufacturing defects, shipping damage, missing parts, or the wrong item shipped.

Window: Email us within 7 days of delivery.
What we need: Your order number and a clear photo of the issue.
What you get: A free replacement, shipped at no cost. If the product is out of stock or otherwise unavailable, we will issue a full refund to your original payment method.
You keep the original item — no return shipment required.

If your order never arrived

If carrier tracking shows your package was never delivered, we will make it right.

Window: Email us if your package has not arrived 20 days after the ship date.
What we need: Your order number.
What you get: A free replacement, shipped at no cost. If the product is out of stock or otherwise unavailable, we will issue a full refund.

What we do not accept

To keep things clear, we do not offer returns, refunds, store credit, or exchanges for any of the following reasons:

Change of mind, buyer’s remorse, or no longer wanted
Ordered the wrong size, wrong color, or wrong product
Your dog did not like it or would not use it
Items that have been opened, used, washed, or are no longer in original condition
Items damaged by use, chewing, drops, washing, or normal wear and tear
Issues discovered or reported outside the windows above
Packages refused at delivery or returned to us due to incorrect addresses, unclaimed packages, or repeated failed delivery attempts
Damage caused by carriers after a package has been marked delivered (porch theft, weather damage after delivery, etc.)

We do not offer free trials, satisfaction guarantees, or no-questions-asked returns. We do not accept returns or exchanges by mail without prior written approval.

How to submit a claim

Email support@roveroak.com within the applicable window above.
Include your order number and, if your item arrived defective or damaged, a clear photo of the issue.
We respond within one business day.
Approved replacements ship within 1–2 business days. Approved refunds are processed within 3 business days. Your bank typically takes another 5–10 business days to post a refund.

Refund method

Refunds, when issued under this policy, go back to the original payment method. If that method is no longer available (closed card, expired account), we will issue store credit of equivalent value.

Chargebacks

Please contact us first before disputing a charge with your bank. Filing a chargeback for a reason outside of this policy — for example, change of mind, undelivered claims inside the 20-day window, or items still in transit — will be documented and disputed with full order and tracking records. Customers who file chargebacks outside this policy may be banned from future purchases.

Final sale items

All items sold during a promotion described as “final sale,” as well as gift cards, are not eligible for refund or replacement except in the case of a verified manufacturing defect under the 7-day window above.

Limitations

Our maximum liability for any claim under this policy is the amount you paid for the affected product. We are not responsible for indirect, incidental, or consequential damages.