Refund policy

📘 Return, Refund and Warranty Policy — RollRest

This policy applies to all purchases made through the RollRest online store.

Its purpose is to provide a clear, fair and transparent shopping experience, in line with internationally recognized e-commerce standards. It works together with our Shipping Policy and our Terms and Conditions.

By placing an order, you acknowledge that you have read, understood and accepted the terms below.

1. 90-Day Limited Warranty

All RollRest chairs include a limited warranty of 90 days from the delivery date confirmed by the carrier.

This warranty applies only to genuine, verifiable manufacturing defects under normal use, including:

  • Defects in the frame, welds, hinges or locking mechanism.
  • Defects in the wheels or wheel attachments.
  • Defects in the fabric, stitching or padding.
  • Defects in the safety belt, buckle, footrest or armrests.
  • Parts that detach as a result of a manufacturing defect.
  • Structural defects that prevent the chair from working as intended.

This warranty does NOT cover:

  • Use beyond the maximum weight capacity stated on the product page or in the included instructions.
  • Improper, negligent or unintended use, including use as a wheelchair, patient transport equipment or medical device, or use on stairs, steep slopes, roadways or inside a moving vehicle.
  • Failure to fully unfold and lock the chair before use, or failure to follow the safety and care instructions.
  • Falls, impacts, accidents or rough handling.
  • Damage caused by moisture, rust, prolonged exposure to rain, salt water or extreme temperatures, or by improper cleaning or storage.
  • Modifications or repairs made by you or by unauthorized third parties.
  • Normal wear and tear, including fabric wear, fading, scuffs, minor scratches and wheel wear.
  • Cosmetic damage occurring after delivery, or slight variations in color or finish.
  • Damage caused by pets or other animals.
  • Dissatisfaction with the comfort, size, fit or feel of the chair. For this, please see Section 2.

If a manufacturing defect is confirmed, RollRest may, at its sole discretion:

  • Replace the complete product.
  • Replace only the defective part, where applicable.
  • Issue a full or partial refund.

If your claim is approved, RollRest will cover the associated shipping costs.

To process a warranty claim, you must provide your order number and clear photos and/or videos showing the defect. If you suspect a defect, stop using the chair immediately.

Warranty claims and claims for damaged, defective or incorrect items may involve a product that has been opened. Opening the product for this purpose does not affect your rights under this section.

This warranty applies to the original purchaser only and is non-transferable.

2. 90-Day Returns (Change of Mind)

We accept change-of-mind return requests within 90 calendar days of delivery, as long as the product meets all of the following conditions:

  • It is unopened and factory-sealed, in its original box, exactly as it was received.
  • The original box and packaging are intact and undamaged, with no tape removed, no labels torn and no signs of opening.
  • It has not been unpacked, assembled, unfolded, used or tried.
  • It is in the same condition in which it was delivered, with all original parts, accessories and manuals included.
  • You have received prior authorization (see Section 4).

For hygiene and safety reasons, products that have been opened, unpacked, assembled, used or tried cannot be accepted for change-of-mind returns.

All returned products are subject to inspection before any refund is approved. RollRest reserves the right to reject any return that does not meet these requirements.

In some cases, RollRest may offer, in writing, a partial refund and allow you to keep the product instead of returning it. This option is available only if we offer it.

This section applies only to change-of-mind returns. Products that arrive damaged, defective or incorrect, and warranty claims, are handled under Sections 1 and 5.

3. Return Shipping Costs

If the return is due to a confirmed manufacturing defect, damage in transit, or an incorrect or incomplete item:

  • RollRest will cover the associated shipping costs.

If the return is for personal reasons (change of mind), you are responsible for:

  • Return shipping costs.
  • International shipping and logistics costs, where applicable.
  • Customs duties, taxes or import charges, where applicable.
  • Payment processing fees that are not refunded by the payment provider.

These costs may be deducted from the final refund amount. Original shipping charges, if any, are non-refundable for change-of-mind returns.

Returns must be shipped with a tracking number, and only to the address provided by our support team. You are responsible for the product until it is received by us, so please keep your proof of shipment. Returns sent to any other address will not be accepted.

4. Required Procedure for Returns and Warranty Claims

Before sending back any product, you must first obtain authorization by contacting:

📩 mysupportof@gmail.com

Your request must include:

  • Your order number.
  • For change-of-mind returns: a clear photo of the sealed, unopened box showing its current condition.
  • For damaged, defective or incorrect items and warranty claims: a detailed explanation of the issue, photos of the product, and a video showing the defect.

Once authorized, you have 14 calendar days to ship the return and send us the tracking number. After this period, the authorization expires.

Returns sent without prior authorization will not be accepted. Cash on delivery (COD) shipments will not be accepted.

5. Damaged, Defective or Incorrect Items on Arrival

Because our product is delicate, please inspect your package when it arrives.

If your order arrives visibly damaged, with missing parts, or with an incorrect item, you must notify us within 72 hours of delivery. Please provide:

  • Photos of the product.
  • Photos of the packaging and the shipping label.
  • A video of the unboxing, if available.
  • A detailed description of the issue.

Please keep all packaging until the claim is resolved. Claims made after this period or without this evidence may not be eligible. Defects that are not visible on arrival and appear later under normal use are covered by the warranty in Section 1.

If you open the package and find a problem, opening it for this purpose does not affect your right to a solution under this section or under the warranty.

6. Lost, Delayed or Undelivered Orders

Please review our Shipping Policy. In summary:

  • Please wait for the full estimated delivery window before contacting us. If your order has not arrived 45 calendar days after the order date, contact us and we will investigate with the carrier.
  • If the carrier marks your order as “Delivered” but you did not receive it, contact us within 5 calendar days of the delivery date.
  • Delays caused by carriers, customs, weather or other circumstances beyond our control are not grounds for a refund, except as described in the Shipping Policy.
  • Customs duties and import charges are the customer’s responsibility.

7. Order Cancellations

You may request to cancel an order within 24 hours of placing it. Once an order has entered processing, it can no longer be cancelled. After delivery, you may use the return process in Section 2.

8. Refunds

Once the returned product has been received and inspected:

  • We will notify you whether your request has been approved or rejected.
  • If approved, the refund will be processed within 10 business days.
  • The refund will be issued to the original payment method, and the time it takes for funds to appear depends on your bank or payment provider.
  • The refund amount is the product price minus any applicable deductions described in Section 3.

Refunds will not be issued if:

  • For change-of-mind returns, the product has been opened, unpacked, assembled, used or tried, or is not in its original sealed box and in the same condition as received.
  • The product is damaged, misused, modified or missing parts or accessories.
  • The return does not meet the requirements of this policy.
  • The request is made outside the 90-day period.
  • The return was not authorized, or was not shipped within the authorization period.
  • The order is still in transit.
  • The carrier marked the package as “Delivered” and no report was made within the established period.

9. Abuse Prevention

To protect the integrity of this policy, RollRest reserves the right to:

  • Reject change-of-mind returns of products that have been opened or used, and return packages that contain a product different from the one we shipped.
  • Reject returns that show evidence of misuse, abuse, or substitution of items or parts.
  • Limit or deny future orders and returns in cases of repeated abuse of this policy.
  • Request verifiable proof for any claim.
  • Deduct from any refund the costs caused by customer errors.

10. Payment Disputes and Chargebacks

Before opening a chargeback or payment dispute with your bank or payment provider, you agree to contact us first at:

📩 mysupportof@gmail.com

If a dispute is filed, RollRest may provide as evidence the order confirmation, shipping and delivery records, tracking information, photos and communication history with the customer.

11. Limitation of Liability

To the fullest extent permitted by applicable law, RollRest is not liable for:

  • Improper use or use other than the intended purpose of the product.
  • Use beyond the maximum weight capacity.
  • Damage or injury resulting from failure to follow the safety, use and care instructions.
  • Use by persons who need assistance without that assistance being provided.
  • Customs duties, taxes or import charges.
  • Incorrect shipping information provided by the customer.
  • Loss of or damage to a return shipment before we receive it.
  • Individual differences in body type, mobility, comfort or preferences.

12. No Specific Results Are Guaranteed

Every person has their own needs, body type, mobility and preferences. For this reason, RollRest does not guarantee any specific level of comfort, mobility, independence or experience when using the chair.

Outside the 90-day return period, refunds will not be granted based solely on subjective expectations or personal preferences. This does not affect your right to return the product within 90 days under Section 2.

Important: RollRest chairs are intended exclusively for comfort and convenience during outings and everyday use. They are not wheelchairs, mobility aids, patient transport equipment or medical devices, and are not intended to diagnose, treat, cure or prevent any medical condition.

They should never replace the advice, diagnosis or treatment of a healthcare professional. If you have any health or mobility concerns, consult a qualified professional before using the product, and use the chair with assistance when needed.

13. Your Legal Rights

Nothing in this policy limits any mandatory consumer protection rights that may apply under the laws of your country of residence.

14. Changes to this Policy

RollRest reserves the right to modify or update this policy at any time. Changes will apply only to orders placed after the updated policy is published.

15. Contact

For returns, warranty claims or any question about your order:

📩 mysupportof@gmail.com