Refund policy
Shipping and Returns
Shipping
Most in-stock items ship within 48 hours of order placement. Items marked "Request a Quote" are generally made to order and normally take approximately 15 working days to ship. We will confirm the expected timing when processing your order.
Returns
You may request a return within 20 days of receiving an item purchased directly from RolaCase.us. Items purchased from an authorized dealer must be returned to that dealer under its return policy.
To be eligible for return, an item must be new, unused and in resalable condition, with its original packaging and all original tags. Items delivered on a pallet or skid must be returned in the same manner.
To request a return, email info@rolacase.us with your order number, the email address used for the purchase, a copy of your receipt, photos of the item in its original packaging, and the reason for the return.
Returns must be approved and assigned a Return Authorization (RA) number before being sent back. Unauthorized returns will not be accepted. Return shipping costs are the customer's responsibility unless the return is due to an error by RolaCase RolaShelf North America Inc.
Approved returns are subject to a 20% restocking fee, calculated on the item price excluding freight. An additional 10% shipping recovery fee applies to items originally shipped with free shipping.
Non-returnable items
The following items are not eligible for return or refund:
- Custom-made products, including RCKIT metal drawers and accessories
- Items marked "final sale"
- Discounted items
- Items that have been installed, modified or assembled
- Items for which a return request is made more than 20 days after receipt
Damaged, defective or incorrect items
Please inspect your order upon receipt and contact info@rolacase.us promptly if an item is damaged, defective or incorrect. For freight deliveries, note any visible damage on the Bill of Lading (BOL) or refuse the delivery. Contact us within 7 days of delivery to report freight damage and request a replacement. Reports made after this period may not be eligible for replacement.
Exchanges
To exchange an item, request a return using the process above. Once the return is approved, you may purchase the replacement item. The customer is responsible for return shipping, and approved returns are subject to the applicable restocking and shipping recovery fees.
Refunds
Once we receive and inspect an authorized return, we will notify you by email whether the refund is approved. Approved refunds are issued to the original payment method within 5-7 business days. Your bank or card provider may require additional time to post the refund. If you have not received it within 15 business days of approval, contact info@rolacase.us.
