If you have purchased an item from Rooi.com within the last 30 days and you are not happy with it, you can return this by sending to the address below:
Rooi / Osan Ltd.
Crewe Gates Industrial Estate
Please note: products must be returned within 30 days of your receipt, or your refund may be affected. All returns must be unused and in its original packaging and condition. Please ensure you enclose your full name, order number and reason for returning.
Once your item(s) has been received and checked, your refund will be processed within 2 working days of receipt. It can take 2-5 working days for your refund to show back inTO your payment account.
All returns must be sent back to us at your own cost, therefore we advise you obtain proof of postage and use a tracked service. We cannot take responsibility for items prior to arriving back at our office, and items lost in transit will not be treated as returned.
What if my item is faulty?
If the item is faulty, please contact our Customer Service team at: firstname.lastname@example.org with your order number and photograph(s) of the damage in question. Once we receive this, we will create a FREE Royal Mail returns label for you to send back to us. Simply print this, attach to your parcel, and drop off at your local Post Office. All faulty items must be reported to us within 30 working days.
What if I received the wrong item?
If you unfortunately receive the wrong item to what was ordered, please contact us at: email@example.com where we will then send you a FREE Royal Mail returns label. This must be attached to your parcel and sent back to us. Please ensure you enclose your full name, order number and state the issue in question.
Can I exchange items?
Unfortunately, we are not able to exchange items here at Rooi.com. If you decide you’d like to change your item (colour or size for example), you will need to follow our standard returns policy. Simply return the item you no longer require back to us at the address above (at your own cost) with your full name, order number and reason for returning inside.
Once we receive the item (must be unused and in resalable condition), we will issue you a full refund. From there, you can then continue to make a new order for the correct item.
Can I change my order?
If you’ve made an order and would like to amend this (if you changed your mind or forgot to add an item, for example), unfortunately we will not be able to amend this for you. Instead, we will have to cancel the order and issue you a full refund. From there, you will need to make a brand new order.
Do you offer a FREE returns policy?
All items must be returned at your own cost where it is not a fault of Rooi.com. If your item is faulty or incorrect, you will need to contact us in order to process your returns, where you will receive a FREE Royal Mail returns label. However, if you are returning an item due to it no longer being required, you ordered the incorrect product, or you don’t like it for example, this will need to be returned at your own cost. We will not refund your postage. However, we do advice you obtain proof of postage. If your return is due to your own decision, and not a fault of our own, we will not refund the previous shipping costs you paid when completing your original transaction.
Which items cannot be retuned?
Due to hygiene reasons, the following items cannot be returned: all Root 7 products, all drinkware items (tumblers and thermal mugs), plus toiletries and beauty products if the seal has been broken.
Can I return an item I received as a gift?
If you receive an item from Rooi.com which was delivered to you as a gift, or someone bought this on your behalf, you will need to get the buyer to contact us directly. We cannot process any refunds for items you have not bought yourself directly. The original buyer will need to contact us directly on your behalf.