Refund policy

REFUND & RETURN POLICY

Last updated: July 30, 2026

RETURN WINDOW

We accept return requests within 14 days of the delivery date. Contact us before sending any item back.

ELIGIBILITY

To qualify for a return, the item must be unused, in the condition in which it was received, and returned in its original packaging. Proof of purchase or an order number is required.

HOW TO REQUEST A RETURN

Email 19828627626@163.com with your order number and the reason for the return. We normally respond within 2 business days. If the return is approved, we will provide the return instructions and the designated return address in Hong Kong. Returns sent without prior authorization may not be accepted.

RETURN SHIPPING

Customers are responsible for return shipping costs for change-of-mind returns. Original shipping charges are not refundable. If an item is defective, damaged in transit, or incorrect, ROLLSMITH will cover the reasonable return or replacement cost.

DAMAGED OR INCORRECT ITEMS

Inspect your order when it arrives. Contact us within 7 days of delivery if an item is damaged, defective, or incorrect. Include your order number and clear photographs of the item and packaging so we can assess the issue and arrange an appropriate replacement or refund.

NON-RETURNABLE ITEMS

We cannot accept returns for personalized or custom-made products, gift cards, items showing signs of use or customer-caused damage, or items returned without prior authorization. This does not affect rights that cannot be excluded under applicable consumer law.

EXCHANGES

The fastest way to receive a different item is to request a return and place a new order after the return has been approved.

CANCELLATIONS

Contact us as soon as possible if you need to cancel an order. We will try to assist before processing or dispatch, but cancellation cannot be guaranteed once fulfillment has started.

EUROPEAN UNION COOLING-OFF PERIOD

Where applicable, customers in the European Union may cancel or return an eligible order within 14 days of delivery. The item must remain unused and in its original condition and packaging, with proof of purchase.

REFUNDS

We will notify you after the returned item has been received and inspected. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or card provider may require additional processing time. If more than 15 business days have passed since approval, contact 19828627626@163.com.

CONTACT

For return or refund questions, email 19828627626@163.com.