Refund & Returns Policy
Effective Date: April 2026
We want you to be fully satisfied with your purchase. If you are not satisfied with your order for any reason, please read our return and refund policy carefully below.
1. Returns Eligibility
We accept eligible returns within 14 days after goods delivery. To qualify for return:
- Goods must be unused and kept in original perfect condition
- Must be returned with original packaging intact
- Valid purchase proof such as order confirmation is required
The following items are non-returnable:
- Discounted, clearance and promotional goods
- Personal hygiene & intimate products
- Products marked as final sale
2. Return Process
To start a return application, please email our customer service at support@rolliew.com with your order number and return reason.
We will send you official return guidelines. Do not send items back without prior official approval.
Buyers shall bear all return shipping fees, except for returns caused by damaged goods or incorrect item delivery on our side.
3. Refund Rules
After we receive and inspect your returned goods, we will inform you whether your refund request is approved or rejected.
Once approved, funds will be returned to your original payment account within 5–10 business days.
Please note: Original shipping fees are non-refundable in all circumstances.
4. Damaged & Wrong Items
If you receive defective, damaged or incorrect products, please contact us within 7 days upon receipt.
Please attach your order number and clear real photos of the problem. We will arrange free replacement or full refund accordingly.
5. Late or Missing Refunds
If you have not received your refund in time:
- Double-check your bank account or PayPal wallet
- Consult your payment platform, fund arrival may require additional processing time
- If the above steps fail, please contact our customer service for follow-up handling
6. Contact Information
For all return and refund related inquiries, please reach us via:
Email: support@rolliew.com
Phone: 01515233467
Address: Gartenstraße 47, Dresden, Germany