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.

UK law gives you 14 days as a minimum. We give you 30, because we think that's fairer.

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. That includes the standard delivery cost from your original order. If you paid for a premium or express delivery upgrade, we'll refund up to the cost of standard delivery, not the upgrade on top.

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.

Cancelling a pre-order

Pre-orders can be cancelled for a full refund at any time before your mat is dispatched. Just email us at hello@playonrolly.co.uk. Once your mat has shipped, our normal 30-day returns policy applies.

The legal bit: your right to cancel

Everything above is what we promise you. This is the same thing written out formally, because the law asks us to set it out - and because you should know the right is there.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel your order for any reason within 14 days, starting the day after your mat is delivered. If you've pre-ordered, that right covers the whole wait too: you can cancel at any point between placing your order and those 14 days running out.

To use it, just tell us before the 14 days are up - email hello@playonrolly.co.uk with your order number. Any clear statement that you're cancelling is enough. There's a form below if you'd find it easier, but you don't have to use it.

If you cancel under this right, we'll refund what you paid for the mat plus the standard delivery cost from your original order, within 14 days of the mat reaching us or of you showing us it's on its way. Return postage is yours to arrange and cover.

Our 30-day policy at the top of this page is longer and works the same way. The legal right is the floor, not the ceiling.

Cancellation form

Only if you want it - an email works just as well.

To: Play on Rolly Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ - hello@playonrolly.co.uk
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on:
Name:
Address:
Order number:
Date:

Get in touch

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