Returns Policy & Procedure
At Rollie, we understand that sometimes orders don’t go as planned. When that happens, we’ll do everything we can to resolve the issue and keep our customers happy. We don’t charge re-stocking or return fees.
If the issue you experience with your products is our fault, we’ll cover the shipping costs. For order errors made by the customer, we ask that you cover the shipping cost -we will arrange a refund (excl. shipping costs) or replacement as applicable upon receipt of returned goods in satisfactory condition.
Returns Timeline
• Returns must be made within 28 days of the original delivery date.
• Returns requested after this time are not usually accepted, but we may make exceptions at our discretion.
How to Request a Return
All returns must first be approved.
Please email info@teamrollie.com with your return request and details.
Once we receive your request, we’ll review it and respond to progress.
If we are at fault:
• We’ll cover return shipping costs (usually with our courier).
• We’ll replace or refund the goods.
If the return is not due to our error:
• You’ll need to return the goods at your own cost.
• Once received and approved, we’ll offer a refund (excluding delivery fees), or replacement (as applicable).
Packing Instructions
Please take special note of the following for all returns:
- All items must be packaged as they were originally delivered and all boxes unmarked/undamaged
- The returns number we have given you must be displayed clearly on the outside of the parcel and secured so that it remains on the package during transit
- (If possible) a copy of the original delivery note for the return in question should be included – if this is not possible please enclose a note with information containing your contact details
If we have arranged to collect your item using our courier, we can provide a tracking number as proof of delivery.
Should we requested you to/you have chosen to send the parcel back via your own means, we recommend you use a traceable service, as we cannot be held responsible for any items lost in transit during the return.
Refunds
Please double-check your order before placing it to ensure you’re ordering the correct items.
If you have mistakenly ordered the wrong item(s), we’re happy to accept returns as long as:
• The items are returned at your own cost
• The goods are received in their original condition and packaging
Once inspected and approved, we’ll process a refund for the product value only (delivery fees are non-refundable.)
Faulty or Damaged Goods
If you’ve received faulty or damaged goods, we’re here to help.
We’ll issue a full refund once the returned items are received, inspected, and confirmed to be faulty or damaged. Refunds are processed to your original payment method.
To start a return, contact us at info@teamrollie.com.
Packing Instructions for Returns
To ensure your return is accepted:
- Items must be packaged as originally delivered
- All boxes must be unmarked and undamaged
- Include a copy of your original delivery note if possible (or a note with your contact details)
If you’re returning the item via your own courier, we highly recommend using a traceable service, as we can’t be responsible for parcels lost in transit.
