Refund and Returns Policy

Overview

We are committed to providing our customers with the best possible shopping experience.
In certain cases, we support product replacement under the conditions outlined below.

1. Eligible Cases for Product Replacement

We will provide a replacement product if the item received falls into one of the following cases:

The product is defective, damaged, or broken during shipping
The customer receives an incorrect product (wrong size, color, model, etc.)
The product is missing accessories or components compared to the original description

2. Request Timeframe

Customers must contact us within 3 days of receiving the product.

Requests submitted after this period may not be accepted.

3. Required Evidence

To allow us to review and process the request promptly, customers are required to provide:

Clear photos of the product, packaging, and shipping label
An unboxing video (if available) clearly showing the condition of the product upon receipt

This evidence is essential for verification and to protect the rights of both parties.

4. Resolution Method

After verification, we will arrange to send a replacement product as soon as possible.

If a suitable replacement is not available, we will discuss a refund or an alternative solution.

5. Notes

This policy does not apply to cases where the customer changes their mind or uses the product improperly or not in accordance with the provided instructions.

All final decisions are made based on the evidence provided and the results of our verification process.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Refunds – Transaction Fee

Please note: If you request a refund after placing an order, a 10% transaction fee will be deducted from the refund amount.

This fee is charged by the payment platforms (e.g., PayPal, Stripe, and credit card issuers) and is non-refundable. We do not receive any portion of this fee.

Thank you for your understanding.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@rolaxi.com.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@rolaxi.com.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail to: support@rolaxi.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.