The Rover Concierge

Returns & Exchanges

A proper fit matters. You are welcome to open your parcel and carefully try a piece on your companion indoors.

Our 30-day return policy

Contact the Rover Concierge within 30 calendar days of delivery to request a return or size exchange. Send the approved return within 14 days of receiving return instructions.

Eligible items receive a full refund of the product price paid, including applicable refunded product tax, to the original payment method. Items must be clean, unworn apart from a brief indoor fit check, unwashed and unaltered, with original tags attached and all supplied accessories included. Please remove pet hair and keep the garment free of odours, stains and damage.

Packaging & trying on

Opening the package does not reduce your refund. Please include the original product packaging where possible. If the outer shipping box or bag is missing or has been opened, use suitable protective packaging instead; this alone will not reduce an otherwise eligible refund.

We do not apply an automatic restocking fee or a percentage deduction for simply opening a parcel. Garments worn outdoors, washed, altered or returned with wear, odours, stains or damage are not eligible for a standard change-of-mind return. Missing tags or supplied accessories may also make an item ineligible. Contact us before sending anything back if you are unsure. We will explain any inspection issue before resolving the return; we do not make undisclosed deductions.

Return shipping & refunds

Customers pay tracked return shipping for change-of-mind returns and size exchanges. Original delivery charges are not refundable for these returns. If your order qualified for complimentary delivery, we do not deduct an outbound shipping fee from your refund.

We aim to inspect and process eligible refunds within 5 business days of receiving the return. Your bank may take a further 5–10 business days to display the credit.

Size exchanges

Exchanges follow the same condition and timing requirements and depend on stock availability. We cover standard shipping of the first replacement size within the United States; you pay the return postage. If the requested size is unavailable, we will offer an eligible refund instead.

Faulty, damaged or incorrect items

Please contact us promptly with your order reference and photographs. If we sent an incorrect item or the item arrived faulty or damaged, we cover the reasonable return shipping and arrange a replacement or refund, including the applicable original delivery charge. Packaging and ordinary change-of-mind conditions do not remove your rights for faulty goods. Nothing in this policy limits rights that apply under law.