We at Rollie understand that from time to time orders can go wrong. On these occasions we will do everything possible to help to resolve the situation to the satisfaction of our customers.
We strongly believe in customer satisfaction and because of this we do not charge re-stocking or return fees to our customers. You only pay the shipping costs incurred. If you are not able to arrange your own shipping, we can quote to use a courier to collect the goods and return them to our warehouse. If we are at fault the cost of shipping is covered by us.
It is our policy that returns be made within 28 days of the original delivery. Returns after this time period are usually not approved but are subject to the management’s discretion.
In the event that we are at fault we will cover any costs for shipment of goods back to our warehouse, usually using our own courier. Otherwise our usual policies and procedures still apply, as set out on this site.
ALL returns must first be requested using our “Return Request Form [TD: create form, below embedded, or linked elsewhere] and are subject to approval/acceptance before proceeding.
Once a Return Request has been submitted, we will review the details and eligibility for return and contact you using the details you provided. If we are at fault then all costs will be covered for shipment back to us and replacement or repair of goods. Otherwise, we will provide you with instructions for returning the goods by your own means to our warehouse for a credit or replacement. As stated above there are no return fees applied, providing that the goods are returned to our satisfaction and as set out in our terms.
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.
If we have 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.