Damages and Issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We are not responsible for any stains, marks, or discoloration that occurs after the product is used.
ALL ITEMS IN SALE SECTION ARE FINAL SALE
Returns + Exchanges:
Please visit our return portal here if you would like to issue a return. We happily accept unused items in their original packaging within 60 days of purchase. If your order arrived in multiple boxes you'll need to create a separate return for each box you'd like to ship back. Purchases from third-party retailers will need to be returned to the original place of purchase. Please contact third-party retailers directly to initiate a return
If an item is returned that does not follow our return guidelines, such as, missing boxes, damaged, or used we reserve the right to not offer a full refund. Refunds can only be credited to your original form of payment or a gift card. If the product was a gift, your credit will be issued as a Rollic eGift Card. Your account will be credited within 7 business days and, if you’ve ordered an exchange, your account will be charged for the difference of the new item. Shipping charges are never included in a refund.
Regarding exchanges, if Free Returns + Package Protection is not added at the time of checkout on your order you will be responsible for the shipping fees on your exchanged item and any difference in pricing will be charged to your original form of payment. We are not able to retroactively add Free Returns + Package Protection once the order has been processed. Your exchange will be processed electronically once your original item has arrived at our warehouse. Additionally, if a return is started and Free Returns + Package Protection was not added at the time of checkout on your order you will be responsible for the shipping fees on your return. We are not able to retroactively add Free Returns + Package Protection once the order has been processed.
Discount codes: In regards to discount codes, any discount code or reward voucher used on a return or exchange will not be refunded or transferred. We can only refund money paid for returns.
Gift Returns:
We do accept Gift Returns through our return portal. Please keep in mind that the Return Portal will currently notify the sender of this return or exchange and we are unable to prevent that notification from being sent, we apologize for any inconvenience this may cause. We hope to have this change in the near future. Please also note that we only offer store credit or exchanges for gift returns. We cannot refund you directly.
Items cannot be shipped free internationally and only ship free to the 48 Contiguous States. In the case that one of these items needs to be returned, the customer will be responsible for the return shipping if Free Returns + Package Protection is not added at the time of checkout.
International orders, warehouse orders, sale items, giveaway items and orders made with merchandise credit are final sale and cannot be returned, unless otherwise stated below.
European Union 14 day cooling off period:
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If there are any issues or if you have any other questions, please feel free to contact us at hello@rollicplay.com