Refund policy

Returns & Refunds

We want you to love your Rolly. If something isn't quite right, or you've simply changed your mind, here's how it works.

30 days to change your mind

Not feeling it? No problem. You have 30 days from delivery to return your mat, for any reason at all. You don't need to explain yourself.

Just email us at hello@playonrolly.co.uk with your order number and we'll walk you through it. Please get in touch before sending anything back, so we can confirm the return address and make sure your refund goes smoothly.

Unroll it. Try it. That's what it's for.

Please do unroll your Rolly and see how it feels in your space. Checking the size, the design, the feel of it won't affect your refund in any way.

If a mat comes back with signs of actual use (scuffs, marks, or damage beyond inspection), we may reduce the refund to reflect the loss in value. But having a proper look around? Absolutely fine.

Return postage (change of mind)

For change-of-mind returns, you'll need to arrange and cover the cost of return postage. We recommend a tracked, insured service - the mat is your responsibility until it reaches us safely.

Your refund

Once we receive your mat back (or you send us proof it's on its way), we'll refund you within 14 days to your original payment method.

Faulty or damaged? That's on us.

If your mat arrives damaged, faulty, or not what you ordered - we'll sort it properly.

Under the Consumer Rights Act 2015, you have the right to reject a faulty item within 30 days of delivery for a full refund. After 30 days, we'll repair or replace it first; if that's not possible, you'll get a refund.

For anything faulty or sent in error: you pay nothing. We'll cover return postage and offer you a replacement or full refund, whichever you'd prefer. A quick photo by email usually helps us move fastest.

Exchanges

The quickest way to swap designs is to return your mat and place a new order, that way your new Rolly is on its way without waiting for the return to process first.

What we can't refund

Gift cards are non-refundable. Everything else, including sale items, keeps full faulty-goods protection under the Consumer Rights Act.

Get in touch

Email us at hello@playonrolly.co.uk - we're always happy to help.