28 Day Return Policy

If your items are not as you had hoped for - you've got 28 days from the date of receiving your goods to return them to us. Conditions apply see below.

How to Return

1) Locate the Despatch note included with your original parcel. If you do not have it then write a note to include with your return parcel.

2) Write the appropriate return code next to the item(s) you wish to return:

Action Reason for return Code
Refund Too big 101
Refund Too small 102
Refund Not as expected 103
Refund Ordered wrong item 104
Refund Received wrong item 105
Refund Arrived too late 106
Refund Faulty (please contact us) 107
Refund Other 108
Request exchange Too big 201
Request exchange Too small 202
Request exchange Not as expected 203
Request exchange Ordered wrong item 204
Request exchange Received wrong item 205
Request exchange Arrived too late 206
Request exchange Faulty (please contact us) 207
Request exchange Other 208

 

3) If requesting an exchange, please also note details of the item(s) you require.

4) Package up your items securely.

5) Write the following address clearly on the outside of the package:
Returns Department
Rollersnakes
Unit 7 Parker Industrial Estate
Mansfield Road
DERBY
DE21 4SZ

6) Take your parcel to a post office and pay them to send the package back to us.

 

Important information for returning items

  • You are responsible for the cost of getting the item(s) back to us.
  • For U.K. customers we offer for sale a Royal Mail returns label for the price of £2.99. For more information click here.
  • All goods will be inspected on return.
  • If we do not receive enough information with the return to be able to find your order and process the return this may seriously delay the process or lead to us being unable to find your order at all. Please make sure at the very least your order number is available with the returned items.
  • We offer free postage back outbound on your first exchange. Any further exchanges outbound postage will be charged.
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    Consumer Contract Regulations (CCR)

    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.

    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

     

    Conditions of Return

    • PackagingIf 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 as such we ask that you place the shoe box inside further packaging to avoid damage.
    • 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.

     

    Special Discounts and Free Gifts

    Free gifts returned to us for exchange will not be eligible for free postage back to you.

    Items returned for refund that contributed towards a special discount, for example multi-buys, free items, and free postage, the discount will be claimed back where applicable. For example if only one item was returned from a 'buy one get one free' offer the discount would be claimed back.

     

    Returns Exclusions

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

    Please be aware that due to the nature of skateboarding any snapped/cracked deck or shoes that have been worn down by griptape are not considered faulty and cannot be returned to us.


    Refusing a Delivery

    If you want to refuse, or have refused delivery because you do not want the parcel you will be liable for any costs we incur from our courier for return delivery.

     

    International Returns

    We accept returns from all countries we ship to. Return postage costs are to be covered by the customer. Postage will be charged for any outgoing parcels.

     

    Faulty Returns

    In the unfortunate event that your item(s) is faulty, please contact us with;

    • The order number
    • The faulty item's name and number
    • A description of the fault
    • Pictures of the fault where possible

    We'll endeavour to get a resolution for you as quickly as possible.

    Please be aware that due to the nature of skateboarding any snapped/cracked deck or shoes that have been worn down by griptape are not considered faulty 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.

     

    Returning to our Store

    For your convenience, you can go to our Derby store with your returns. Please ensure that you take your invoice with you as proof of purchase. Exchanges can be dealt with immediately, however refunds must go through our refund process and could take up to 14 working days to clear into your account.

     

    Timeframes

    All exchanges and refunds are processed within 7 working days of receiving them back. We will send you an email (if a valid email address was included on your order) to let you know we've processed your exchange or refund.

    Returned items where more information is required from the customer to complete the transaction will only be held for 6 months maximum. The items will then either be returned to the customer or disposed of.

     

    Our Return Address

    Returns Department
    Rollersnakes
    Unit 7 Parker Industrial Estate
    Mansfield Road

    DERBY
    DE21 4SZ