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Refunds & Returns Policy

We offer a 30-day returns policy. This means you have 30 days from the date you receive your item to request a return or refund. If 30 days have passed since delivery, we’re unable to offer a refund or exchange.

To be eligible for a return, items must be unused, unrolled, and in the same condition as received, including original packaging.

On-Returnable Items

Due to the nature of our products, we cannot accept returns for:

  • Gift cards

  • Digital or downloadable products

  • Items that show signs of use, wear, or rolling

  • Items not returned in their original condition or packaging

Proof of Purchase

To process a return, we require proof of purchase, such as an order confirmation or receipt.

Please do not send items back to the manufacturer.

Damaged or Defective

If your order arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging

We will assess the issue and arrange a replacement or refund where appropriate.

Refunds

Once your return is received and inspected, we will notify you via email whether your refund has been approved.

If approved:

  • Refunds are issued to the original payment method

  • Processing typically takes 5–10 business days, depending on your bank or card provider

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your card provider — posting times can vary
  3. Contact your bank

If you’ve done all of the above and still haven’t received your refund, please contact us at: info@trueroll.co.uk

Sale Items

Items purchased on sale or at a discounted price are non-refundable, unless they arrive damaged or faulty.

Exchanges

We only replace items if they are defective or damaged on arrival.
If you need an exchange, contact us at info@trueroll.co.uk before returning the item.

Return Shipping

To return an item, please send it to:

74 Coopers Lane, St Martins, Oswestry, Shropshire, SY11 3QB

  • Customers are responsible for return shipping costs

  • Original shipping costs are non-refundable

  • We recommend using a tracked shipping service for returns

  • We cannot guarantee receipt of returned items without tracking

Gifts

If an item was marked as a gift at checkout and shipped directly to you, you may receive store credit for the value of the returned item once approved.

If the item was not marked as a gift, the refund will be issued to the original purchaser.

Need Help?

If you have any questions about returns or refunds, please contact us at: info@trueroll.co.uk