Refund policy

Return Policy Overview

We will accept returns and exchanges of eligible items in new and unused/resealable condition within 45 days of delivery. Shipping fees will not be refunded

To qualify for a refund, all returned item(s), including cords and accessories, must be unused, uninstalled, in their original condition, and returned with all included parts and accessories in the original product packaging

Items that are not returned complete or in new condition may be refused. No refund will be granted for product which has been used, installed, or tampered with in any way which compromises our ability to resell the product

Customers are responsible for return shipping costs except in cases where the package is damaged upon arrival.

*Please note that products marked as "Final Sale" are not eligible for return or exchange.

Return Made Easy

By streamlining the process so that no human interaction is required, we are able to uphold the no-questions-asked return policy. It's easy to get started, just click here: Automated Return Center

Damages and Defects

Despite the care we take when preparing and packaging each order, an item may occasionally arrive damaged or defective

If the outside of the package appears damaged during transit, we recommend noting the damage with the delivery carrier at the time of delivery whenever possible. Please inspect the item inside before discarding any packaging

Please note that damage to the exterior shipping box alone, including dents, tears, punctures, or crushing, is not considered product damage if the pendant and included components inside remain undamaged and fully functional. In these cases, complimentary return shipping will not apply

If the actual item arrives damaged or defective, please notify us within 45 days of delivery. Once the issue is reviewed and confirmed, we will provide a replacement at no additional cost or, if preferred, assist with a return for a refund

Any damage, defect, or variance not reported within 45 days of delivery will be considered accepted and will no longer qualify for a damage or defect claim, as issues reported after this period may also result from installation, handling, use, or storage conditions

Rattan, seagrass, jute, and bamboo are natural materials. Variations in color, tone, texture, weave, and finish are expected and are part of the unique character of each piece. Colors may also appear lighter, darker, warmer, or cooler depending on lighting conditions and screen settings. These natural variations are not considered defects

To report a damaged or defective item, please follow the steps below:

Email us at [email protected] within 45 days of delivery and include:

A photo of the outside of the shipping box with the shipping label or barcode visible
Photo(s) of the inside of the box, including the packing materials
Clear photo(s) showing the damage or defect on the item

Once the claim has been reviewed and approved, we will provide a prepaid return label when a return is required. We can then replace the damaged or defective item at no additional charge or process a refund if you prefer

Return Labels

Rowabi strives for 100% satisfaction of its customers. If one or more articles are not up to your satisfaction after receiving them, you hold the right to notify us within 45 days and send them back to us. If you do not notify us within the aforementioned time frame, the items are considered sold. For any damage caused by us, we cover the return shipping fee. For any other reasons, the items must be undamaged and shipped to us in their original packaging. Customers are responsible for return shipping charges and any pickup fees. Once we receive your eligible return, your refund will post to the original form of payment within 7-10 business days.

You have a couple of options for returning your item:

Option 1: Return Using Your Choice

You may select any shipping method you prefer. Upon receiving the item in resalable condition, we will process your refund, excluding any initial shipping fees.

Please mail the package to:

Rowabi Warehouse

1500 Brittmoore Rd Suite 303

Houston TX 77043

Option 2: Purchase Prepaid Return Label from Rowabi

If you would prefer a more convenient option for the return, you can purchase a return shipping label directly through us. For an exchange, we will cover 30% of the return shipping cost.

Return label pricing is charged per pendant and is based on the diameter of each pendant shade:

PENDANT SHADE DIAMETER RETURN LABEL FEE

17” or less: $39 per pendant
18” – 20”: $59 per pendant
21” – 25”: $89 per pendant
26” – 31”: $129 per pendant
32” – 40”: $179 per pendant

Please note: The Kloe 28” and Latino 28” pendants fall under the 32”–40” return shipping category due to their overall packaged size. The return label fee is $179 per pendant.

To purchase a return shipping label, please contact us at [email protected]

Customized & Made-to-Order Products

All customized, personalized, and made-to-order lighting products are final sale and cannot be returned, exchanged, or canceled. These special-order items are crafted to your individual specifications and design preferences, and therefore cannot be resold.

Quality Guarantee

We stand behind the quality of our craftsmanship. If your custom lighting arrives with a manufacturing defect or damage caused during shipping, we will:

Repair the defective or damaged area
Replace the item if repair is not possible
Exchange the product when appropriate

Important Requirements

Inspect immediately: Check your order upon delivery
Report within 45 days: Contact us within 45 days of delivery if you notice any manufacturing defects or shipping damage
Review carefully: Please confirm all customization details—including dimensions, finishes, and materials—before placing your order to ensure complete satisfaction

Please Note: The 45-day window applies only to manufacturing defects and shipping damage. Custom orders cannot be returned or exchanged for any other reason, including changes of mind or design preferences.