Returns Policy

Standard Returns / Cancelling Your Order

You may choose to cancel your order at any time up until 14 days after you have received the goods.

If you choose to cancel before the goods have been dispatched, you will receive a full refund and your order will be terminated.

If you choose to cancel after the goods have been dispatched, you will be responsible for all postage costs and are completely responsible for ensuring the items are returned to us in the same condition received.

If returned goods are not returned in the same condition received, we withhold the right to deduct 50% from the refund cost or refuse the return outright.

In short you can nearly always return an unwanted item within this time limit as long as it has not been opened, or used and is in the original packaging, sealed as received. If you have opened and used it we will not be able to accept the return. 

Refunds will be processed as soon as possible and not later than 14 days after confirming receipt of the items.

 

Damaged or Faulty Goods

If you have received a faulty or damaged item, you must inform us within 14 days of receiving the order. We will then offer a suitable resolution at no cost to yourself. We do reserve the right to refuse complaints or levy suitable charges for issues raised after this period.

 

Other Returns

In the unlikely event that your item arrives damaged or we made a mistake on your order or your item has suffered a manufacturing fault, please contact us at enquiries@RollPlayShop.co.uk. Most manufacturing faults can be quickly resolved via an email to the manufacturer. If you wish to return an item in these circumstances, we will cover the postage costs for your return up to standard shipping.

 

Pre-order cancellations

You may cancel a pre-order for a full refund up until the order has been dispatched. If a pre-order product has fallen in price since you ordered it, we can refund you or issue store credit for the difference, so you get the lower price.

 

Orders returned due to an incomplete address

It is the customers' responsibility to provide a complete address. In the event that the goods are posted but cannot be delivered due to an error on the customers part we reserve the right to charge additional postage to resend the items once they are returned by the carrier. The customer may of course choose to treat the order as an unwanted item and return it under the returns policy.

 

Errors on Orders

We do our utmost to ensure accuracy on the shipments we send to you. In the event that there is an error on your shipment you are required to notify us within 3 working days of receiving the shipment. We will then put any problem right. If we do not hear from you within 3 working days following receipt of your parcel, you are deemed to have accepted the goods as correct.