Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

How to start a return

To request a return, please contact us at support@roamstroll.com with the following information:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • A photo of the item (optional but helpful)

Please do not ship any items back without receiving return approval.
Packages sent back without prior authorization will not be accepted.

 

Return shipping

We currently do not offer prepaid return shipping labels.
Customers are responsible for arranging and paying for their own return shipping costs.

After your return is approved, we will provide instructions on how to send your item back, including the correct return address.
Please keep your tracking number, as we are not responsible for lost or undelivered return packages.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

For hygiene and safety reasons, we cannot accept returns on:

  • Items that have been worn, used, or show signs of pet hair, dirt, or damage

  • Items not returned in their original condition or packaging

  • Sale items or discounted items

  • Gift cards

If you’re unsure whether your item qualifies for a return, feel free to contact us at support@roamstroll.com.


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.

 

Refunds
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 support@roamstroll.com.