Returns & Refunds
This page explains how Roller Team Club handles returns, replacements, exchanges, cancellations, and refunds for orders placed through the website. It is intended to provide clear customer information and does not claim formal legal certification.
If you have any issue with an order, please contact us first so we can review the matter and try to resolve it quickly before you raise a payment dispute or card chargeback.
Return Window
If you change your mind about an eligible physical item, you can request a return within 14 days of receiving your order. After telling us you want to return the item, you should send it back within 14 days.
We recommend contacting us as soon as possible after delivery so we can confirm the next steps and provide return instructions.
How to Request a Return
Please contact us before sending any item back. You can use the website contact page at /contact and include your name, order number, item details, and the reason for the return or a description of the problem.
If your request is accepted, we will provide the appropriate return instructions. Returns sent back without enough order information may take longer to process.
Returns should be sent to:
Touring Home Helper
24 Bletchingdon Road
Islip
Oxford
OX5 2TQ
Eligibility Conditions
- Items should be returned unused and in their original condition.
- Original packaging should be included where reasonably possible.
- Please include your order number and any information that helps us identify the return.
- We may reduce or refuse a refund where an item has been used more than necessary to inspect it, has been altered, or is returned incomplete.
Unless the item is faulty, damaged, or supplied incorrectly, the customer is responsible for return shipping costs.
Non-Returnable Items
Personalised, custom-made, or made-to-order items are generally not eligible for a change-of-mind return unless they arrive faulty, damaged, or not as described.
We may also decline returns for items that have been used, altered, damaged after delivery, or returned without essential parts or reasonable explanation.
Faulty, Damaged, or Wrong Items
If your order arrives faulty, damaged, or incorrect, please contact us as soon as possible and ideally within 30 days of delivery. Please include clear details and, where helpful, photos of the issue.
Where a problem is confirmed, we will work with you on an appropriate solution. Depending on the circumstances, this may include a replacement, exchange, repair, partial refund, or full refund. Reasonable return shipping costs may also be reimbursed where applicable.
Exchanges and Replacements
If you receive a faulty, damaged, or incorrect item and a replacement is available, we may offer a replacement or exchange instead of a refund where that is appropriate and agreed with you.
If a replacement item is not available, or if a replacement does not reasonably resolve the issue, we may offer a refund instead.
Cancellations
If you need to cancel an order, please contact us as quickly as possible through /contact. If the order has not yet been dispatched, we will usually try to cancel it before shipment.
If the order has already been dispatched, you may still be able to return eligible items under the return process described on this page.
Refund Method and Timing
Approved refunds are issued back to the original payment method wherever possible. Once the returned item has been received and checked, refunds are normally processed within 14 days of receiving the goods back or receiving evidence that they have been sent back, where applicable.
Your bank or card provider may take additional time to show the refund in your account. If return shipping reimbursement has been agreed for a faulty, damaged, or incorrect item, that amount will normally be included in the refund.
Contact Before Chargebacks
If there is any issue with your order, please contact Roller Team Club first and give us a reasonable opportunity to investigate and resolve the matter before starting a chargeback or payment dispute with your card provider.
Most order issues can be resolved directly through communication, replacement, exchange, return, or refund, and contacting us first is usually the quickest route to a solution.
This policy is provided for general customer information and does not affect any statutory rights that may apply under relevant consumer law.
Terms and Conditions
Please read our Terms and Conditions Policy