Return and refund policy

Return and Refund Policy

1. Right of Withdrawal

You have a 14-day period starting from the receipt of your order to exercise your right of withdrawal. After this period, no return or refund can be accepted.

The right of withdrawal applies without justification and begins upon receipt of your order, سواء by you or by a designated third party (excluding the carrier). If your order includes several items delivered separately, the period begins upon receipt of the last item.

Return conditions

To be eligible for a return, the item must:

  • Be in its original condition, unworn, unused, with tags intact.

  • Be returned in its original packaging.

  • Be accompanied by proof of purchase (receipt or order confirmation).

Return request

To initiate a return, contact us at contact@rollacare.com.
Once your request has been approved, we will provide you with a return label as well as shipping instructions. Any item returned without prior authorization cannot be accepted.

If you have any questions, contact us at contact@rollacare.com.

2. Return Procedure

To exercise your right of withdrawal, you must send us a request by email to contact@rollacare.com, specifying your wish to return the item.

Return shipping costs

  • Return shipping costs are the responsibility of the customer.

  • The return processing time varies depending on your location.

Valuable items

For any item valued at more than 75 dollars, it is recommended:

  • To use a trackable shipping service.

  • To choose shipping insurance.

We cannot guarantee receipt of returned items in the event of loss or damage during transport.

3. Return Policy

Eligibility Conditions

  • The item must be unused and returned in its original packaging.

  • Proof of purchase is required for any return request.

Damaged items or order errors

Upon receiving your order, we recommend checking its condition. In the event of a defective, damaged, or incorrect product, contact us immediately so that we can find an appropriate solution.

Non-returnable items

Some items cannot be returned or refunded, including:

  • Perishable goods (food, flowers, plants).

  • Customized items (special orders).

  • Personal care products (cosmetics, hygiene items).

  • Hazardous products (flammable liquids, gases, toxic materials).

For any questions regarding a specific item, contact us before making a return.

Exchanges

If you wish to exchange an item for a different model, we recommend placing a new order and returning the originally purchased item.

4. Product Return

Proof of purchase (receipt or order confirmation) is required for any return.
Once your request is accepted, we will provide you with the address to return the item to.

Return shipping costs are the customer’s responsibility.

5. Refund

If your request meets the return conditions, we will proceed with a refund for your purchase. Initial shipping fees will not be refunded, except in the event of an error on our part.

Refund approval

  • The returned item is inspected upon receipt.

  • You will be informed of the approval or rejection of your refund.

  • If accepted, the refund will be issued to the original payment method, with no additional fees.

    • Refund processing time

    The refund will be processed within 14 days maximum after the return is validated.
    If the amount does not appear in your account within this period:

    1. Check your bank statement.

    2. Contact the issuer of your bank card, as processing times may vary.

    3. Contact your bank.

    If, after these checks, the refund still does not appear, contact us at contact@rollacare.com.

    6. Sale Items

    Promotional items are subject to the same return and refund conditions as non-sale items.

    7. Exchanges

    Exchanges are possible, including for items with a defect or size issue. Return shipping costs remain the responsibility of the customer.

    To initiate an exchange, contact us at contact@rollacare.com.

    8. Gifts

    Case 1: The item was purchased as a gift and shipped directly to the recipient

    A gift credit of equivalent value will be issued in the form of a gift certificate.

    Case 2: The item was given as a gift after being received by the buyer

    The refund will be made directly to the gift giver's account.