Returns & Refund Policy

Last Updated: August 12, 2026

At Rollice, we want customers to have a clear understanding of our return and refund process before placing an order. We accept returns for both defective and non-defective products, subject to the conditions explained below. This policy explains when a product can be returned, how to contact us, what information or proof may be required, who is responsible for return shipping, and when customers can expect their refund.

Return Window

Customers may request a return within 30 days of receiving their order. The return request must be submitted within this 30-day period.
If you believe that your product has an issue, please contact Rollice as soon as possible rather than waiting until the end of the return period. Contacting us promptly allows us to review the situation and provide the appropriate return instructions.
Returns requested after the 30-day return period may not be accepted unless required by applicable law.

Defective or Damaged Products

If a product arrives defective, damaged, broken, or otherwise has an issue that was not caused by the customer, please contact us as soon as possible after delivery.
To help us properly understand and assess the issue, customers should provide clear photographs of the product and the problem when contacting us. Where necessary, we may also request additional information about the order or the condition of the product.
We will review the information provided and determine the appropriate resolution based on the nature of the issue. This review is intended to ensure that genuine product problems are handled fairly and consistently.

Wrong Product Received

If you receive a product that is different from the product you ordered, please contact Rollice with your order details and clear photographs showing the item received.
We will review the order information and the photographs to confirm the issue. If Rollice sent the wrong product, the return shipping label will be provided at Rollice’s expense, and you will not be responsible for the return-label cost for the incorrect item.

Non-Defective Returns

Rollice also accepts returns for non-defective products within the 30-day return window, provided the product meets our return conditions.
A non-defective return means that the product is being returned even though there is no manufacturing defect or delivery error. For example, a customer may decide that the product is no longer suitable for their needs.
For a non-defective return, the product should be returned in an appropriate condition and must not have been damaged through customer handling or use. We may inspect the returned product before approving the refund.

Return Condition and Inspection

All returned products may be inspected after they are received by Rollice.
The purpose of the inspection is to determine the condition of the product and confirm that the return corresponds to the order and the reason provided for the return.
A product that was originally sent in good condition but is returned damaged, altered, misused, or in a condition that prevents it from being reasonably resold may not qualify for a refund, depending on the circumstances and applicable consumer rights.
If a product has been damaged after delivery because of customer handling or use, customers should not represent that damage as a manufacturing defect or delivery damage.

Photographs and Proof

When contacting Rollice about a defective, damaged, or incorrect product, customers should provide clear photographs showing the issue.
Photographs help us determine what happened and whether the issue occurred before or during delivery. Depending on the circumstances, we may request additional photographs or information before approving a return.
For a damaged product, photographs should clearly show the damage to the product and, where relevant, the packaging in which it arrived.
Providing accurate information and clear evidence helps us process the return request more efficiently.

Return Shipping Costs

For a return that is caused by a Rollice error, such as receiving the wrong product or receiving a product that arrived damaged or defective, Rollice will pay the return-label cost after the issue has been reviewed and confirmed.
For a non-defective return or a return that is not caused by a Rollice error, the customer is responsible for the return shipping label and return shipping cost.
Customers should contact us before sending a return so that we can provide the appropriate return instructions. Do not send a product to an address that has not been provided or confirmed by Rollice.

Direct Exchanges

Direct exchanges are not accepted.
If you want a different product, the original product must be handled through the applicable return process. After the return is accepted and the refund is processed, you may place a new order for the product you want, subject to its availability.

Restocking Fee

Rollice charges $0 restocking fee on accepted returns.
No separate restocking charge will be deducted from an approved refund.

Refund Process

Once the returned product has been received, Rollice will review the return and confirm whether it meets the applicable return conditions.
If the return is approved, the refund will be processed to the original payment method used for the purchase.
Customers should understand that the time for the refund to appear in their account can also depend on the payment provider or financial institution after Rollice has processed the refund.

Refund Window

Approved refunds are processed within 10 business days after the return has been received and the return has been reviewed and approved.
The 10-business-day period refers to Rollice’s refund processing timeframe. After Rollice processes the refund, the payment provider may require additional time to make the funds available in the customer’s account.

Late or Delayed Refunds

If you have been informed that your refund has been processed but the funds have not appeared in your account within the expected timeframe, please first check the original payment method or account used for the purchase.
If the refund still cannot be located, contact Rollice with your order details so we can review the refund status.
Refund timing after processing may vary depending on the payment provider or financial institution. Rollice will provide reasonable assistance in confirming whether the refund has been processed from our side.

Returns That Do Not Meet the Policy Conditions

A return may not be approved if it is submitted outside the 30-day return period, if the product has been damaged through customer misuse or handling, or if the condition of the returned product does not reasonably correspond with the return request.
Each return is reviewed based on the individual circumstances. Nothing in this policy is intended to remove or restrict any consumer rights that cannot legally be excluded under applicable UK law.

How to Request a Return

Before sending a product back, contact Rollice and provide the relevant order information.
For defective, damaged, or incorrect products, please include clear photographs showing the issue. We will review the information and, where appropriate, provide return instructions.
Customers should not send a return without first contacting us and receiving the applicable return instructions.

Contact Us

If you have questions about a return, refund, damaged product, defective product, incorrect item, or any other issue with your order, please contact Rollice using the details below.

Rollice
Chat Support: 24/7
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (GMT+1)
Email: support@rollice.shop
Business Address: 37 Lucas Rd, High Wycombe HP13 6HP, United Kingdom

When contacting us about a return or refund, please provide your order details and, where applicable, clear photographs of the product and the issue so that we can review your request accurately.