Cancellation and Returns
Cancellation and Returns can be a hassle, but at Roanate we’ve tried to make it simple.
You can cancel an order for up to 24 hours after purchasing for a no questions asked refund.
If you want to return your product/s for any reason, contact us within 14 days of receiving it to let us know, and send it back in its original condition within 14 days of contacting us. You’ll have to cover the return postage* but once we have the product back we’ll issue the refund within 24 hours.
If your product/s arrived damaged or faulty you have 30 days in which to get in touch for a replacement or refund. We’ll need you to send it back so we can investigate what went wrong but we’ll cover the return postage and stay in touch.
If it’s been more than 30 days since you received the product/s, we’re only able to offer a replacement or repair service after ascertaining how the damage was caused.
If your product/s are commissioned or of a bespoke nature, the cancellation and returns policy varies. We can’t offer refunds on customised and bespoke products. We’ll let you know if your product/s fall into this category before finalizing the sale.
Damaged and faulty products however are eligible for returns within 30 days and will need to be sent back so we can repair, replace, or refund based on the circumstances.
*When returning product/s ‘Proof of Postage’ is required for products under £19.99 and ‘Signed For’ services are required for products over £20.