Rolux return & refund policy
If, when the goods are delivered, they are damaged, have parts missing, or they are not what was ordered, please contact us as soon as possible and within 48 hours of your order being delivered so that we can look to resolve as promptly as possible i.e. through replacement parts/products or a collection/refund. Please do not attempt to assemble the product in this instance (we always advise checking all components prior to assembly).
You are entitled to 30 days to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, for a full refund. After 30 days, we’ll repair or replace the product in accordance with the terms of the Consumer Rights Act 2015.
You may be asked to fill in a returns form prior to the return procedure commencing.
If you’ve changed your mind about keeping any of your purchase and wish to cancel and return an item(s) from your order after it has been delivered:
- You must inform us in writing or via e-mail within 14 days commencing from the day after delivery of your order took place.
- You have a statutory duty of care to the products while they are in your possession to ensure that they are not damaged in any way.
- You can request that we arrange to have the products collected. In this instance, there may be a collection charge which we will advise you of at the time.
- Alternatively, you can arrange to have the products returned via your own means. In this instance, please ensure this is done within 14 days from the date of cancellation. The products must be returned to the address we provide to you after you have informed us of your wish to return your item(s).
- Products must not be returned to our registered office address (26 Lawton Road, Alsager, ST7 2AF) without prior written approval from our customer service team, who can be emailed at service@roluxuk.com . Any unapproved returns may be rejected.
- The products must be in the original packaging and any protection required to ensure that they cannot be damaged whilst being returned.
- You will be credited for the full amount you paid for the goods less any costs incurred by us in returning the product within 14 days of us receiving confirmation that the goods have been returned and that they are in original, new condition. This credit will be to the same payment method you used when placing the order.