Refund policy
Last updated 21 October 2026
This policy explains exactly what you can cancel, what you can return, what you get back, and how long you have.
Cancelling Before Dispatch
If your order has not shipped yet, you can cancel it at any time before it is dispatched and get a full refund, no reason needed, no restocking fee. Email support@deskrobe.shop with your order number and we will cancel it and refund you to your original payment method.
Once your order has been dispatched, the 30 day return window below applies instead.
30 Day Return Window
You have 30 days from the date your order is delivered to request a return for a refund. The delivery date is taken from the carrier's tracking confirmation. Requests made after the 30 day window has closed cannot be accepted.
To be eligible for a change of mind refund, your robe must be:
- Unused, unwashed, clean and free of pet hair, makeup and odors;
- Returned complete, with its tags and anything else that came in the package;
- In its original packaging where possible.
Opening the parcel, trying the robe on and switching it on to check the size and the heat is fine. Once a robe has been worn out, washed, stained or damaged it cannot be returned for a change of mind.
How to Request a Refund
Email support@deskrobe.shop with your order number and the reason for the return. We reply to every email within 24 hours, seven days a week. We will confirm your return in writing and send you the correct return address.
Please do not send anything back before you have received a return address from us. Items returned to an unconfirmed address, or without a return authorisation, may not be traceable to your order and may not be refundable.
Return Shipping
Where the return is a change of mind, including a robe that turns out longer, shorter or a different shade than you pictured, you pay the return postage and the robe must come back unused with its controller and cable.
We recommend a tracked service, as we cannot issue a refund for a parcel that never reaches us.
Where the robe arrived damaged or faulty, or is not the item you ordered, we cover the return cost, and in most cases we will not ask you to send it back at all, as set out below.
Damaged or Faulty Robe
If your robe arrives damaged, it will not heat, the controller or cable is faulty, or it is not the item you ordered, email us at support@deskrobe.shop within 14 days of delivery with your order number and a photo or short video of the problem.
We will send a replacement robe free of charge, and you will not need to return the original. Where you prefer a refund instead of a replacement, we will refund you in full.
Warranty
Every robe is covered by a 12 month warranty from the date of delivery against manufacturing faults in its seams, stitching, heating panels, controller and power cable.
Customers who added the Lifetime Warranty at checkout are covered against the same manufacturing faults for as long as they own the robe, with no time limit. The Lifetime Warranty is tied to the original order and the original purchaser and is not transferable.
Warranty claims are handled by replacement, not refund. To claim, email support@deskrobe.shop with your order number and photos or a short video showing the fault. We will send a replacement robe. We do not need the faulty one back unless we specifically ask for it.
The warranty does not cover: chewing or tearing by pets; damage from washing or drying against the care instructions; damage from heat, fire or sunlight; a robe that has been cut, opened, modified or repaired; or normal wear such as fading, pilling, flattening or loose threads from everyday use.
Refund Processing
Approved refunds are issued to your original payment method within 5 business days of your return arriving back with us or, for problems handled without a return, within 5 business days of your claim being approved. Your bank or card issuer may take a further 3 to 10 business days to show the money in your account, which is outside our control. We cannot refund to a different card, account or payment method than the one used to place the order.
Refunds cover the price of the item. Where the original order qualified for free shipping, no shipping is deducted.
Shipping Protection, Skip The Line and Lifetime Warranty are optional add on services. Where the whole order is refunded, they are refunded with it. Where you keep the robe, they are not separately refundable once the order has shipped, as they have already been performed.
Exchanges and Colours
Want a different colour? The fastest route is to request a refund under this policy and place a new order. Tell us in your email and we will prioritise the refund so you are not out of pocket for long.
Not sure which colour to choose? Email us before you buy and we will tell you honestly.
Order Changes
If you need to change the colour or shipping address on your order, email us as soon as possible. While your order has not shipped we can change almost anything on it. Once it has shipped, the carrier controls the parcel.
Items Not Eligible for Return
- Items reported outside the 30 day window;
- A robe that has been worn out, washed against the care instructions, stained or damaged, for a change of mind;
- Damage caused by pets, including chewing;
- Items returned without a return authorisation from us.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you have under the consumer law of your own country, including the Australian Consumer Law. Where local law gives you a longer cancellation or return period than this policy, that longer period applies.
Contact
Desk Robe, support@deskrobe.shop. We answer every email within 24 hours, seven days a week.