Returns

• We accept items returned within 30 days of purchase.
• Christmas gifts - We'll accept returns up to the end of January 2025 for items purchased in November, and December.
• You are responsible for the cost of getting the item(s) back to us - £2.99 will be deducted from your refund to cover the costs of the returns label.
• All goods will be inspected on return.
• Insufficient information may significantly delay or even prevent order identification and processing. Please ensure, at minimum, your order number is included with the returned item(s).
• Per order, UK customers do not need to pay a shipping fee for their first exchange request.
• For orders paid via Clearpay, or Klarna - we can only provide an original payment refund.

The UK Consumer Contract Regulations advise that you have 14 days in which you can cancel your contract for your order in order to receive a full refund including your postage to get the item to you. The 14 calendar days start from the time when you receive your goods. To cancel your order please inform us here: https://rollersnakes.co.uk/pages/contact-us. To return your order for cancellation you must return your full order and must comply with our Conditions of Return.

Please note: UK Consumer Contract Regulations exclude the following:

• Custom skateboard builds, including gripped decks
• Sealed media, such as CDs, DVDs that have been opened
• Underwear and swimwear

• Packaging - If possible return the item(s) in their original packaging. Garment labels and tags must still be attached. The shoe box forms part of the goods and must be returned with the shoes inside.
• Item Condition - Make sure the item is not damaged, marked or visibly worn. Do not wash your item(s) or attempt to change them in any way. Always try on your shoes indoors on carpet to avoid getting marks on them and for hygiene purposes wear socks.
• Underwear and swimwear - we will only accept a return if the hygiene seal is in place, and not broken.

When you return items to us that were part of a promotional discount involving other items in your original purchase, the discounts you originally received are no longer applicable due to the returned items. The cost will be deducted from your refunded amount.

For example: multi-buys, free items, and free postage, their discount costs will be reclaimed.

Store credit can only be cancelled and replaced with an original payment method refund if it has not been spent or partially spent. If store credit is selected during the returns process, and then used on a new order, any refund for items returned from that new order will be refunded as store credit.

Once you've spent or partially spent a store credit refund, it cannot be changed or cancelled, even if any new orders are fully returned.

For orders paid with a gift card, the refunded amount will be credited back to the original gift card.

Consequently, when a purchase is made using a gift card, regardless of the spent amount, the gift card takes precedence and the initial processing of the refunded amount occurs here.

Once spent or partially spent, Gift Cards cannot be deactivated or refunded, even upon the return of an order.

In the instance where there is an outstanding balance after the initial refund to the gift card, the surplus will then be refunded to the other original payment method used for the transaction.

• Custom skateboard builds, including gripped decks.
• Sealed media, such as CDs, DVDs that have been opened.
• Underwear or swimwear where the hygiene seal is broken.
• Face masks.
• Due to the nature of skateboarding any snapped/cracked deck, or shoes that have been worn down by grip tape are not considered faulty and cannot be returned to us.
• Items that shrink, are damaged, or are discoloured after washing are not considered faulty, as it is difficult to verify if washing instructions were followed. Small amounts of shrinkage can occur with items that have a high natural fibre content.

If you choose to decline or have already declined a delivery because you no longer wish to receive the parcel, please be aware that you will be responsible for covering any expenses incurred for the returned delivery.

• Please request a return via our portal. You will be asked to provide photos, and a brief description. You will be sent a free label for the return shipping once your return has been approved.
• All returns will be inspected by our returns department upon arrival.
• Due to the nature of skateboarding any snapped/cracked deck or shoes that have been worn down by grip tape are not considered faulty or damaged and cannot be returned to us.
• Returns sent at your own expense will only receive a refund to the value of £2.99, the cost of a Rollersnakes returns label.

Please note we need to be informed of damaged items within 14 days of purchase.

We need to be informed of any faults within 6 months of purchase. After 30 days we are only able to offer exchanges or gift cards as compensation.

• If you order online and find an in store refund or exchange may be more convenient, you are more than welcome to do so. Please ensure you have all relevant information on-hand, including your order number, and address. Exchanges can be dealt with immediately and refunds can take up to 14 working days to clear into your account.
  
• In regards to any items purchased in store, the item must be returned in store. Please ensure you have your receipt on hand when doing so.

• The returns and exchange process can take 7-10 days from the returns arrival with us. Once the process is complete we will initiate your chosen refund or exchange, which can take an additional 2-4 days to process.
• Any returned items that are not provided with sufficient information will only be held for 6 months maximum. The items will then either be returned to the customer or disposed of.

• Please ensure you use our returns portal unless you are unable.
• If you would like to return an exchange, you will need to send your return manually to the following address:

Rollersnakes Ltd.
Unit 7 Parker Industrial Estate
Mansfield Road
DERBY
DE21 4SZ

If you choose to ship an item independently without utilising our Royal Mail or DPD returns labels, please note that the responsibility for any loss during transit lies with the sender and the courier service chosen.

We recommend contacting the courier service directly to locate or claim the parcel. Please be aware that any associated costs for locating or claiming the parcel will be the sender's responsibility.