At rollandtag, accessible via www.rollandtag.com, customer satisfaction is paramount. This Refund and Return Policy details your rights, including statutory rights under European Union and United Kingdom consumer protection legislation, as well as the terms governing order processing, shipments, returns, and refunds.
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1. Statutory Right of Withdrawal (EU and UK Consumers)
If you are a consumer residing in the European Union (EU), the European Economic Area (EEA), or the United Kingdom (UK), you have the right to withdraw from your distance purchase contract within 14 calendar days without giving any reason.
1.1 Withdrawal Period
The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the ordered goods.
1.2 Exercising Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract before the 14-day period expires. You may notify us by emailing our customer support team at promo@rollandtag.com with a clear statement of your decision to withdraw, including your order number, item description, and full contact details.
1.3 Condition of Items
Returned goods must be unused, in their original condition, and packed securely with original packaging and tags attached where applicable.
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2. Standard Return Process and Address
If you decide to return your purchase pursuant to your statutory rights or our returns policy, please observe the following guidelines:
1. Contact Customer Support: Email promo@rollandtag.com to initiate the return process and obtain return confirmation.
2. Return Shipping: Unless the item supplied was incorrect or damaged, the customer is responsible for paying direct return shipping costs. We recommend using a trackable shipping service, as rollandtag cannot process refunds for items lost in transit during return carriage without proof of delivery.
3. Return Address: All physical returns must be dispatched to our designated processing facility:
rollandtag Returns Department
175 McDermot Ave
Winnipeg, MB R3B 0S1
Canada
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3. Damaged, Defective, or Incorrect Items
In the event that an item arrives damaged, defective, or inconsistent with your order specification:
1. Contact promo@rollandtag.com as soon as possible after delivery.
2. Provide your order details along with photographic or video evidence clearly demonstrating the issue or damage.
3. Upon review and confirmation by our support team, a full refund or replacement will be processed. You are not required to return damaged or defective items physically once valid photographic proof has been accepted.
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4. Order Transit, Delayed Shipments, and Non-Delivery
We partner with international priority carriers, including DHL, FedEx, and UPS, to provide shipping services across Europe.
1. Carrier Investigation: If your order exceeds the expected delivery timeframe, rollandtag will initiate an official investigation with the designated shipping carrier (DHL, FedEx, or UPS Priority).
2. Resolution: Depending on the findings of the carrier investigation, if an order is confirmed lost or significantly delayed beyond reasonable operational limits, rollandtag will either issue a full refund to the original payment method or dispatch a replacement order at no additional charge.
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5. Refunds and Payment Methods
5.1 Refund Processing
Once a returned item is received at our facility and inspected, or once a non-return damage claim/loss investigation is approved, a refund will be issued.
Refunds are credited directly to the original payment method used during checkout. Please allow standard processing time for banking institutions and payment issuers to reflect the funds on your statement.
5.2 Accepted Payment Methods
Refunds apply to purchases made via all supported payment options offered on www.rollandtag.com, which include:
Major Credit and Debit Cards: Visa, Mastercard, American Express
Digital Wallets: Apple Pay, Google Pay, and other approved electronic wallets
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6. Contact Information
For any inquiries, withdrawal notifications, or order assistance, please reach out to our dedicated support service:
Brand / Store Name: rollandtag
Website: www.rollandtag.com
* Email: promo@rollandtag.com