Returns & Refunds Policy

Roll District – Premium Smoking Accessories

Website: https://www.rolldistrict.co.uk

Last Updated: 9 October 2026

1. Introduction

At Roll District, customer satisfaction is important to us.

We want you to feel confident when shopping with us and understand your rights if you need to return a product.

This Returns & Refunds Policy explains how cancellations, returns, exchanges and refunds are handled.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Your 14-Day Right to Cancel

For most products purchased online, UK consumers have the legal right to cancel their order within 14 days of receiving the goods, without providing a reason.

To exercise this right, you must notify us of your decision to cancel within the applicable cancellation period.

You then normally have a further 14 days to return the goods.

Certain products may be excluded from cancellation rights under applicable law.

3. How to Request a Return

To request a return or cancellation, please contact:

Email: [Insert returns email address]

Please provide:

Your order number
Your full name
The product you wish to return
Whether you are cancelling, requesting an exchange or reporting a fault

For a change-of-mind cancellation, you do not need to provide a reason.

We will provide return instructions and the appropriate return address.

Return Address:

[Insert business returns address]

4. Returning Unwanted Products

If you cancel an eligible order within the statutory cancellation period, you should return the goods within 14 days of informing us of your cancellation.

You may inspect the goods as you would reasonably be permitted to do in a shop.

You may be responsible for any reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

Where properly disclosed before purchase, customers are responsible for the direct cost of returning unwanted goods.

5. Hygiene and Sealed Products

Some smoking accessories may qualify for a statutory cancellation exception where they are supplied sealed, are not suitable for return for health protection or hygiene reasons, and become unsealed after delivery.

This exception applies only where the legal conditions are met.

Opening ordinary packaging does not automatically remove your cancellation rights.

Products that are faulty, damaged or not as described remain subject to your statutory consumer rights.

6. Faulty, Damaged or Incorrect Products

If you receive a product that is faulty, damaged or not as described, please contact us.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Depending on the circumstances, your rights may include:

A short-term right to reject faulty goods within 30 days
Repair or replacement
A price reduction
A final right to reject where the relevant legal conditions are met

For qualifying faults identified within the first six months, the law generally presumes the fault existed at delivery unless the retailer proves otherwise or the presumption is incompatible with the goods or fault.

These rights may continue beyond six months, subject to the applicable legal rules.

Where goods are faulty or do not conform to the contract, we will meet our legal obligations concerning reasonable return costs.

7. Refunds

For a valid cancellation under the statutory cooling-off rules, we will refund the payments required by law, including the cost of standard outbound delivery where applicable.

Additional delivery costs resulting from choosing a more expensive delivery option than our least expensive standard delivery service are generally not refundable.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where no goods were supplied, different statutory refund timing rules may apply.

Refunds will normally be made using the original payment method unless you expressly agree otherwise.

We will not charge a fee for issuing a statutory cancellation refund.

8. Exchanges

If you would like to exchange an unwanted product, please contact us.

Voluntary exchanges are subject to product availability and any terms communicated to you.

Your statutory rights concerning faulty or incorrectly supplied products remain unaffected.

9. Items Excluded from Change-of-Mind Returns

Certain products may be excluded from the statutory right to cancel, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Other statutory exclusions may apply depending on the product and circumstances.

Any exclusions will be interpreted in accordance with UK consumer law.

These exclusions do not remove your rights where products are faulty, damaged or misdescribed.

10. Orders Cancelled Before Dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible.

Where the order has not yet been dispatched, we will aim to stop fulfilment and process any refund due.

If the order has already been dispatched, the applicable cancellation and returns procedures will apply.

11. Refund Processing

Once a refund has been issued, the time it takes to appear in your account may depend on your bank or payment provider.

We will notify you when your refund has been processed where appropriate.

12. Contact Us

For returns, refunds, exchanges or questions about this policy, please contact:

Roll District

Website: https://www.rolldistrict.co.uk

Email: [Insert customer service email]

Returns Address: [Insert returns address]

Please include your order number so we can assist you efficiently.