Refund policy
RETURN AND REFUND POLICY — Rollora (rollora.pet)
Our promise: We want you and your pets to be happy with your Rollora purchase. If something isn't right, contact us and we will make it right.
30-day returns: You may request a return within 30 days of the delivery date shown by the tracking information. To be eligible for a refund, the item should be returned in its original condition. Items that arrive damaged, defective, or incorrect are always eligible for a full refund or a free replacement — see below.
Damaged, defective, or incorrect items: If your order arrives damaged, defective, or not what you ordered, email us within 30 days of delivery at returns@rollora.pet with your order number and a photo or short video showing the issue. We will offer you a replacement or a full refund — your choice — and we will cover any return shipping required.
Change-of-mind returns: If you simply change your mind, email us within 30 days of delivery at returns@rollora.pet to start your return. The item must be sent back to the return address we provide; return shipping for change-of-mind returns is paid by the customer. Once we receive and inspect the item, we will refund the purchase price to your original payment method. Original shipping charges are non-refundable except where the return is due to our error.
How to start a return:
1. Email returns@rollora.pet with your order number and the reason for the return.
2. We will reply within 1–2 business days with instructions and the return address.
3. Pack the item securely and ship it using a trackable service where possible.
4. Refunds are processed within 5–10 business days after the returned item arrives and is inspected.
Order cancellations: You may cancel your order for a full refund at any time before it ships. Once an order has shipped, it cannot be cancelled, but it may be returned under this policy. To cancel, email support@rollora.pet as soon as possible with your order number.
Refunds: Approved refunds are issued to the original payment method only. Depending on your bank, it may take 5–10 business days after processing for the refund to appear on your statement.
Non-returnable items: For health and safety reasons, items that have been heavily used, soiled, or damaged by misuse or by pets after delivery cannot be returned for a change of mind. This does not affect your right to a refund or replacement for items that arrived damaged or defective.
Exchanges: We do not offer direct exchanges. Please return the original item for a refund and place a new order.
Questions about a return or refund? Email returns@rollora.pet or support@rollora.pet and we will be glad to help.