Return & Refund policy

30-day return window. You may return most Rollinn Living products within 30 days of the delivery date. We use the carrier's delivery confirmation as the start date.

Unused and in original condition. Products must be returned in their original, unused condition — with all tags, parts, adhesive backings, and packaging intact, and no signs of use (no pet hair, scratches, water, or installation).

Proof of purchase. An order number or receipt is required for all returns.

Please note that certain products may not be eligible for return for hygiene and safety reasons — for example, a cooling mat that has already been filled and used. Any such exclusions are clearly stated on the product page.

If the product is unopened and unused and you've decided it isn't for you, you're welcome to return it within the 30-day window. A few conditions:

— The item must be in its original packaging, with all included parts and adhesive backings intact, and no signs of use.
— You cover the return shipping. We recommend a tracked service — we can't be responsible for items lost in transit on their way back to us.
— Once we receive the item and confirm it's in resaleable condition, we'll issue a refund to your original payment method.

Email support@rollinnliving.com with your order number and we'll send back the return address.

If your order arrives damaged, defective, or is not what you ordered, we handle it differently:

— We cover the return shipping — we'll email you a prepaid label after reviewing your claim.
— Our warehouse verifies the issue when the item arrives back with us. Verification usually takes 2–3 business days.
— Once verified, you can choose a full refund or a free replacement, whichever you prefer.
— If your packaging arrived too damaged to reuse, no need to send it back — just the product.

To start, submit a few photos of the issue using the options below. This applies whether or not the product has been opened or briefly used — if there's a defect, we cover it.

1. Contact our team. Email support@rollinnliving.com to start a return. Tell us your order number, which item(s) are affected, and the reason for the return.

2. Get approval and instructions. Once your request is approved, we'll send you the return address (Path 1) or a prepaid label (Path 2).

3. Pack and ship. Carefully repack the product in its original packaging and send it back. For Path 1 returns, we recommend a trackable shipping method so your return is received safely.

4. Inspection and refund. When the product reaches us, our team inspects it against the eligibility criteria above. Once approved, your refund is issued to the original payment method.

Refunds typically include the cost of the returned product and any applicable taxes. Original shipping fees are non-refundable, and for change-of-mind returns (Path 1) you are responsible for return shipping costs. For quality issues (Path 2), we cover return shipping in full.

Refund processing times follow Shopify and your bank's standard schedule — typically 5–10 business days for the funds to appear on your statement, depending on your card issuer or payment provider. You'll get a confirmation email the moment the refund leaves our side.

For a change of mind (different size or design): the fastest way is to return the original following Path 1 and place a new order for the item you want — that way the new one ships immediately.

For quality issues: we'll arrange a direct replacement after verification, with no need to place a new order.

Orders can be cancelled for a full refund before they ship. Once an order has been handed to the carrier, please follow Path 1 (unopened return) after it arrives.

If you spot a typo in your shipping address right after ordering, write to us right away — we'll do our best to update it before the order leaves our warehouse.