Refund policy

To start a return please visit the appropriate returns portal

Important information for returning items

We accept items returned within 30 days of purchase.
You are responsible for the cost of getting the item(s) back to us.
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.
For UK customers there is no charge to ship your requested items for your first exchange request on each order.
For orders paid via Clearpay, or Klarna - we can only refund, we cannot exchange.

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

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 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.
Underwear - we will only accept a return if the hygiene seal is in place, and not broken.

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 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 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.

Faulty Returns

Please request a return via our portal above. You will be asked to provide photos, and a breif description of the fault. You will be sent a free label for the return shipping once your return has been approved
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 the despatch note that came inside your parcel. Exchanges can be dealt with immediately, refunds can take up to 14 working days to clear into your account.

Timeframes

We aim to process returns within 7 working days of delivery. We will send you an email 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.

Returns Address

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