Refund policy
We have a generous 45-day return policy for products purchased through Rollatote (from the Rollatote cart, via Amazon), which means you have 45 days after receiving your item(s) to request a return. Our goal is to improve the quality of life for seniors by making essential items easy to find by loved ones and caregivers. If your Rollatote bag isn't quite right, we're happy for you to send it back for a refund.
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.
Please note the following:
- Shipping fees are not refundable.
- Personalized or monogrammed items and those items marked Final Sale cannot be returned, or exchanged.
To start a return, you can contact us at support@myrollatoe.com. Please note that returns will need to be sent to the following address:
Hayeswares LLC
675 South Green Valley Parkway, #1093
Henderson (Green Valley), NV 89052
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@myrollatote.com or at (775) 710-3375.
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.
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.
RETURN POLICY EXCEPTION — Personalized Bags
Unless there is an error on the part of Rollatote with purchased personalization (or a bag is damaged or defective), all bags that have been customized with personalization are ineligible to be returned.
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@myrollatote.com.
International Mail Returns
We accept international returns of unused and unworn products within 45 days of shipment of your order; however, Rollatote does not support pre-paid international return labels at this time.
- Shipping fees, duties, and VAT are not refundable.
- Personalized or monogrammed items and those items marked Final Sale cannot be returned.
- To start an international return, please email support@myrollatote.com
We truly appreciate your support. Please know that we will do everything possible to expedite a request for a return and refund the item.
Thank you,
Rollatote Customer Service
(775) 710-3375
support@myrollatote.com