Return and Refund Policy

Thank you for choosing Roolerrad, your trusted partner for high-quality sports massage and fitness equipment. Our product range includes Workout Equipment for Strength Training, Indoor Fitness Gear for Home Training, and Massage Equipment. To ensure a transparent, secure, and fair shopping environment for all our customers, our return and refund procedures are governed by the following professional and compliant standards, aligned with industry regulations and consumer protection guidelines.

1. Corporate Accountability & Dispute Resolution

We value the trust you place in Roolerrad and are committed to providing responsive and ethical customer service. Our team pledges to acknowledge all return, refund, and related service inquiries within 24–48 business hours, and we strive to resolve all concerns through fair, transparent, and professional commercial practices.
Corporate Identity:
Brand Entity: Roolerrad
Registered Company: CONRAD (BOLTON A) LIMITED
Headquarters/Registered Address: Suites D & E, Windrush Court, Blacklands Way, Abingdon, Oxfordshire, OX14 1SY, United Kingdom
Official Correspondence: support@roolerrad.com
Support Line: +1 (346) 244-5153

2. Mandatory Inspection & Discrepancy Reporting

Upon the delivery of your Roolerrad sports massage and fitness equipment (including Workout Equipment for Strength Training, Indoor Fitness Gear for Home Training, and Massage Equipment), we require a prompt inspection to identify any potential issues.
Should you identify any inherent manufacturing defects, functional irregularities, structural damage, or logistical errors (e.g., wrong product, missing parts), please notify our support team at support@roolerrad.com within 48 hours of delivery. This immediate reporting is essential for us to initiate an expedited resolution, such as a priority replacement, full credit, or repair service, as applicable.

3. Prerequisites for Return Eligibility

We offer a 30-day statutory return window, commencing from the date of confirmed delivery. To maintain the quality, safety, and hygiene standards of our sports massage and fitness equipment, returned items must strictly satisfy the following conditions to be eligible for a return or refund:
  • The product must remain in its original, unused, and pristine condition, with no signs of wear, damage, or tampering (e.g., no scratches on fitness gear, no damage to massage equipment components).
  • All structural tags, brand labels, user manuals, and original packaging must be intact and unaltered.
  • The item must be housed in its original protective casing (if applicable, such as specialized packaging for massage equipment or fitness gear).
  • A valid Order Confirmation or digital receipt must accompany the return request to verify purchase details.

4. Formal Return Authorization Protocol

To maintain operational integrity, ensure efficient processing, and avoid delays, Roolerrad follows a standardized Return Merchandise Authorization (RMA) process for all returns. Failure to comply with this process may result in return rejection or delayed processing:
  • Initial Request: All returns must be formally requested via our official support email: support@roolerrad.com. Please include your order number, product details, and reason for return in your request.
  • Authorization: Once your return request is reviewed and approved, you will receive a specific RMA number and the designated return facility address. This RMA number must be clearly marked on the exterior of the return package.
  • Unauthorized Returns: Any parcels dispatched to our facilities without a prior RMA number will be rejected, returned to the sender at the customer’s expense, and ineligible for reimbursement or replacement.

5. Allocation of Logistical Liabilities

The responsibility for return shipping costs is determined based on the reason for the return, ensuring fairness for both the customer and Roolerrad:
  • Quality-Related Returns: If the return is necessitated by a product defect, manufacturing error, logistical mistake (e.g., wrong item shipped), or damage during transit, Roolerrad will assume full liability for the return shipping expenses. We will provide a prepaid shipping label or reimburse valid shipping costs upon receipt and verification of the return.
  • Elective Returns: For returns based on subjective preferences, change of mind, or incorrect product selection (where the product is in original condition and free of defects), the customer is solely responsible for all associated return shipping costs. Additionally, original shipping fees incurred at the point of sale are strictly non-refundable, regardless of the reason for return.

6. Exclusionary Categories (Non-Returnable Goods)

Due to safety regulations, hygiene standards, and the nature of certain products, the following categories of Roolerrad sports massage and fitness equipment are exempt from return, refund, or exchange:
  • Customized Merchandise: Any sports massage or fitness equipment tailored, personalized, or modified to specific customer requirements (e.g., custom-sized fitness gear, personalized massage equipment).
  • Final Sale Assets: Items explicitly designated as "Final Sale" on the product page or during checkout, as well as digital gift certificates, cannot be returned, exchanged, or refunded under any circumstances.

7. European Union 14-Day Statutory Right of Withdrawal

In accordance with EU consumer protection laws (Directive 2011/83/EU), residents of the European Union have the legal right to cancel or return their order for any reason within 14 days of receipt, without providing a justification. To qualify for this right of withdrawal, the merchandise must still adhere to our "original condition," "unused," and "intact packaging" requirements outlined in Section 3. Failure to meet these requirements may result in a partial refund or return rejection.

8. Remittance and Finalization of Refunds

Upon the receipt and successful quality verification of the returned sports massage or fitness equipment, we will process your refund in accordance with the following steps to ensure timeliness and transparency:
  • Verification: Our quality control team will perform a final inspection of the returned item to confirm it meets all return eligibility criteria (original condition, intact packaging, etc.).
  • Disbursement: Approved refunds will be issued to the original payment instrument used during the transaction (e.g., credit card, PayPal). We do not offer refunds via alternative payment methods.
  • Timeframes: Please allow 10 business days for internal processing of your return and refund. Following our approval, your financial institution may require an additional 3 to 5 business days to reflect the credit on your account statement. This timeline may vary slightly based on your bank or payment provider.