Refund policy
Last updated: September 2026
At ROLU Collections, we want you to be happy with your order. Please read this Refund & Return Policy carefully before making a purchase, as it explains the conditions that apply to returns, refunds, exchanges, and cancellations.
1. 30-Day Return Window
You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, the item must meet all of the return conditions outlined below.
Returns requested after the 30-day return period may not be accepted.
2. Return Eligibility
To qualify for a return, the item must:
- Be unused and unworn
- Be in its original condition
- Have all original tags attached
- Be returned in its original packaging where applicable
- Include valid proof of purchase
- Have prior return approval from ROLU Collections
Items returned without prior approval may not be accepted.
We reserve the right to reject returns that do not meet these requirements.
3. Made-to-Order Products
Many ROLU Collections products are made to order through our fulfillment partners.
Because each item may be produced specifically after an order is placed, customers should carefully review product descriptions, size information, colors, and other product details before completing their purchase.
Made-to-order status does not remove the return conditions stated in this policy. Any return must still meet the applicable eligibility requirements.
Personalized, customized, or specifically made items are not eligible for return unless the item arrives damaged, defective, misprinted, or incorrect.
4. Damaged, Defective, Misprinted, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Misprinted
- Incorrect
- Different from what you ordered
please contact us at info@rolucollections.com as soon as possible.
Please include your order number, a clear description of the issue, and photographs of the item so we can review the problem and determine the appropriate resolution.
Where the issue is confirmed to be caused by ROLU Collections or our fulfillment process, we may provide a replacement or refund.
5. How to Request a Return
To request a return, email: info@rolucollections.com
Please include:
- Your order number
- The item(s) you want to return
- The reason for the return
- Any supporting photographs or information when applicable
Do not send an item back before receiving return instructions from ROLU Collections.
Once your request has been reviewed and approved, we will provide the necessary return instructions.
6. Return Shipping Costs
For eligible returns due to change of mind, incorrect size, or other non-defective reasons, the customer is responsible for the return shipping cost.
If an item is confirmed to be damaged, defective, misprinted, or incorrect due to an error on our side, ROLU Collections will cover the applicable return shipping cost.
Original shipping charges are non-refundable unless the issue was caused by an error on our side.
7. Exchanges
We do not offer direct exchanges.
If you need a different size, color, or product, you may return the eligible item according to this policy and place a new order separately.
8. Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Personalized or customized products
- Final-sale items
- Items that have been worn, washed, altered, or damaged after delivery
- Items returned without prior approval
- Items returned outside the applicable return period
9. Order Cancellations
If you need to cancel an order, contact us as soon as possible at info@rolucollections.com.
Because many of our products are made to order, cancellation may not be possible once production has started or the order has been shipped.
If an order can no longer be cancelled because production or fulfillment has already begun, the order will be subject to the return conditions outlined in this policy.
10. Refunds
Once an approved return has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time for the funds to appear in your account.
If you have not received your refund after 15 business days, please contact us at info@rolucollections.com.
11. Lost or Delayed Orders
Once an order has been shipped, delivery times may be affected by carriers, customs, weather, high shipping volumes, or other circumstances outside our direct control.
If your order appears to be lost or significantly delayed, please contact us with your order number so we can review the shipment and determine the appropriate next step.
12. Policy Application
This Refund & Return Policy applies to all ROLU Collections customers and orders.
Returns, refunds, exchanges, and cancellations are handled according to the conditions stated in this policy. Meeting the return window alone does not automatically guarantee approval; the item must also satisfy the applicable return requirements.
13. Need Help?
If you have any questions about returns, refunds, cancellations, damaged products, or your order, please contact us:
ROLU Collections
Address: ROLU Collections, Mor Workspace, Treloggan Ln, Newquay, Cornwall TR7 2FP, United Kingdom
Email: info@rolucollections.com
Phone: +44 7864 301740
Our customer support team will be happy to assist you with your request.