Política de reembolso

 

RollyBerry offers a 10-day money-back guarantee on all products. If your purchase is damaged, you may return it within 10 days of delivery for a refund. Handmade or reproduced items by RollyBerry are not eligible for returns or refunds as of May 26, 2025, 15:41 PM EST. Items bought from our websites are mostly going to non-profit organisations.

10-Day Money-Back Guarantee

Return Eligibility

To be eligible for a return and refund,
Items must meet the following conditions:
- Item is in original condition with minimal signs of use.
- All original packaging, accessories, and documentation are included.
- Item is returned within 10 days of delivery.
- Proof of purchase (order confirmation or receipt) is provided.
- Product is physically damaged and visible, i.e., the product is physically broken and unable to be used. 

 

Non-Returnable Items

The following items are not eligible for return:

- Items damaged by misuse, accident, or normal wear and tear
- Items returned after the 10-day return period
- Items missing original packaging or accessories
- Mild scratches due to shipping, ink patches, colour removal, etc. 
- Note that end-user damage is not covered under our return policy. If evidence indicates that damage occurred after delivery, we reserve the right to suspend the associated customer account, as this would be considered a fraudulent claim.
- Customised or personalised products (if applicable)

 

How to Initiate a Return

To start a return, please follow these steps:
- Contact our customer service team.
- Package the item securely with all original components.
- Receive a Return Authorisation (RA) number and return instructions.
- Ship the item back using the provided return label.

Return Shipping

- Defective Items: RollyBerry does not cover the return shipping for defective or damaged items. 
- Wrong Item Sent: RollyBerry covers all return shipping costs.

 

Refund Process

Once we receive and inspect your returned item:
- We will send an email confirmation of receipt
- Item will be inspected within 2–3 business days
- If approved, a refund will be processed within 5–7 business days
- Refund will be credited to the original payment method

 

Refund Timeline

Refund processing times may vary by payment method:
- Credit/Debit Cards: 5–10 business days
- PayPal: 3–5 business days
- Bank Transfer: 7–14 business days

 

Exchanges

We currently offer refunds rather than direct exchanges. To receive a different item:
- Return the original item for a refund
- Place a new order for the desired item

 

Damaged or Defective Items

If you receive a physically damaged item:
- Contact us immediately at support@rollyberry.com
- MUST provide photos and videos of the damaged item and packaging 
- Video evidence must be provided in great detail regarding the product dysfunction, if no video evidence is provided, you are not eligible for returns. 
- We will apply for a refund 
- In some cases, returning the defective item may not be required

 

Warranty Claims

Products come with a manufacturer's warranty. For warranty claims beyond the 10-day return period, contact us for assistance with warranty service.

 

Order Cancellations

- Before Shipment: Full refund available if cancelled within 30 minutes of order
- After Shipment: Follow the standard return process

 

Contact Information

For any questions regarding returns or refunds, please contact RollyBerry:
- Email: contact@rollyberry.com or support@rollyberry.com