Returns policy

We really hope you are pleased with your order however if for any particular reason you are not entirely satisfied or wish to exercise your right of cancellation, please note the following:

Right of Cancellation

The United Kingdom’s Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. If you wish to cancel your order please email us with details of your cancellation. If you have already received the products you must carefully repackage and return them to us at the returns address at your cost.  Products will not be eligible for return / refund / cancellation following the aforesaid period lapsing.

Refunds


To be eligible for a return, your item must be in the same condition that you received it, unopened or unused in its original packaging. You’ll also need the receipt or proof of purchase. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the returned products once we have received and checked they are in a re-saleable condition. We will not refund any postage costs incurred. 

To start a return, you can contact us at enquiries@roohts.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  Please kindly note any returns, refunds sought, must be undertaken within 14 days of receipt, following which you will not be eligible to return the goods.

Refunds will not be provided for items/goods that show unreasonable signs of use.

In the event we are required to provide you with a refund, we will to do so within 14 days of receipt of the goods back from you, on the basis that the goods have been returned to us within 14 days of your cancellation notice.

If you cancel your order but subsequently do not return the items relating to such cancellation within the specified time period of 14 days, we will be entitled to withhold payment of any such refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@roohts.com.

You can always contact us for any return question at enquiries@roohts.com.

Damages and issues

We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. Please inspect your order upon reception and contact us immediately (within 3 days of receipt of your order) if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will either replace the goods or arrange a refund as appropriate. Upon contact, we will issue you with instructions on how to return the goods to us. You will need to obtain a proof of posting certificate from your Post Office for us to be able to refund your postage costs.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food where the seal has been broken). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) as you will be responsible for the goods until they are received by us.