Rollwalk Returns & Refunds
Returns and Refunds
Per our guarantee, we accept returns for unwanted goods within 14 days of your order arriving at the address provided. Return shipping is at the customer's expense, and a full refund will be issued as long as the product(s) meet the following requirements:
The item must be in its original packaging with its contents in an unused condition.
Damage caused by wear and tear and misuse is not covered.
For the returned goods that were purchased through Paypal, there will be a transaction fee of 6% deducted from the total refunded order amount.
Returns purchased via credit card will have a 7% transaction fee deducted from the total amount of the refunded order.
Applicable to purchases made on our website
We only accept returns from purchases made through our website rollwalk.com or Kickstarter campaign. If you purchased a product from one of our online or retail partners, please get in touch with them to learn about their returns policy.
If the product is defective or damaged, you have 6 months to report the issue for a full refund. Please see the RollWalk Warranty section for further information.
How to return a defective product
Contact us by Contact Us.
Then fill out a returns form and wait for confirmation from RollWalk. Any products that are received with no returns documentation will be destroyed.
Must provide the following:
- Detailed reason for return, when and how it arose
- 2 x Photos of the product and proposed problem, defect
- Your order number
- Your contact name with a phone number
- Your original shipping address
- Pack the items in the original packaging
- Confirm shipping address
Once we have this information, we will let you know the next steps. We will provide you with a free return shipping label for defective goods. For non-defective goods, you will have to return them at your own cost and will not be reimbursed.
If the package does not reach us, we cannot issue any refund. We are not liable for lost or stolen packages during the return transit. For international returns, we are not responsible for paying customs fees, which may include, but are not limited to, duties, taxes, and brokerage fees.
Once we have received your package and our quality assurance team has verified that the contents meet the conditions above, we will contact you and give you the option of a refund or an exchange.
Any refunds will be applied to the card used to make the original purchase.
Refunds will be issued within 7 business days.
PLEASE NOTE: We do not refund the shipping cost for initial delivery or returns (unless the item is defective upon receipt).
For items that arrived damaged
As mentioned above, please fill out a returns form and wait for confirmation from RollWalk. Any products that are received with no returns documentation are at risk of not being refunded or repaired.
If your product was damaged in transit, you must send us proof of the item's condition upon arrival with the information stated above in the How to return a defective product section.
If the item has slight surface-level damage (e.g., slight scratches or dents) and is still in a usable condition and you decide not to keep the item, you can choose to return the item for repair, this must be done within 14 days of receiving the product.
Please get in touch with us if you do not want to keep the items that are damaged due to improper shipping. We will make a return or replace the items.
Any items you request an exchange MUST be returned in their original packaging first. This must be done within 14 days of receiving the item.
We will refund most goods provided the issue is logged within 14 days of you receiving the item, and they are returned to us within 30 days of receipt complete, unused, and in their original packaging. If you cancel, you must return the goods to us at your own expense. You are responsible for the risk of loss or damage when you return the goods, so you should take out adequate postal insurance to cover their value.
Suppose you return goods outside the scope of these terms set out in this policy. You have not exercised your legal right to cancel (explained below). We reserve the right to return the goods to you at your cost or to accept their return subject to making a deduction for any loss in value of the goods arising from your handling of them and a charge to cover our processing cost.
You have the right to cancel your order by the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations.
You also have the right to cancel your order under these regulations. The cancellation period will expire 14 days after the goods are received by you or by a third party nominated by you to receive the goods. If your order is for multiple goods for separate delivery, the cancellation period will end 14 days after receipt of the last item.
You must communicate your decision to cancel to us before the end of the cancellation period. To do this, email: support@RollWalk.com attached with your reasoning and your order number. You are responsible for returning the goods to us if you cancel under these regulations, and you will be responsible for the cost of the return.
Additionally, we may make a deduction for any loss in value of the goods arising from any unnecessary handling by you.
Unauthorized returns are destroyed on receipt. Please ensure you email your request to the following:
Registered Hong Kong Address (Not Returns): UNIT 1406A 14/F THE BELGIAN BANK BLDG NOS 721-725 NATHAN RD KLN HONG KONG