Return and Refund Policy

We want you to be completely satisfied with your purchase. For any reason you are not, you may return your product subject to the following policy within 14 days of the package being delivered.

Conditions for an Acceptable Return

For a return to be accepted, the item must be in a pristine, resalable condition, ready to bring joy to its next owner. This means the product must meet the following criteria:

  • The rollator and its components must be free of any scratches, marks, or other signs of use.
  • The seat must be clean and without any stains.
  • The wheels should be thoroughly cleaned of any dirt or debris.
  • All returns must be shipped back in their original packaging.


Return Shipping

Free Returns:

We are pleased to offer free return shipping in the following situations:

  1. If the rollator frame or any of its accessories have quality issues, such as defective parts.
  2. If you received an incorrect item.

Customer-Paid Returns:

  • For all other return reasons, the customer is responsible for the cost of return shipping.
  • For your convenience, we will provide a prepaid shipping label for your return. Our warehouses are located in Los Angeles, California, and Linden, New Jersey, and your label will be addressed to the location nearest to you. If your return reason requires you to cover the shipping cost, the fee will be approximately $20-$30, which will be deducted from your refund.
  • To prevent returns due to improper sizing or handling, please review the product specifications carefully before purchasing. We encourage you to verify that the rollator's weight capacity, handle height, seat width, and overall frame width are suitable for the user and their home environment. Additionally, please consider the product's total weight to ensure it is manageable for your strength when lifting it into a car or storing it away.


Items Not Eligible for Return

Please note that the following items cannot be returned:

  • The item is not in its original condition, is damaged, or is missing parts.
  • The item is in poor condition (e.g., missing accessories, dirt on the wheels or storage bag, backrest, handle, etc.)
  • Products purchased as part of a 'Used Sale' or 'Sample Sale' on our website are considered final sale and are not eligible for return.


Refund Process

After we receive the returned item(s), we will inspect it within a few days. The refund will be processed within 5-10 business days, and you will receive a notification email once it's initiated. The actual time to receive the refund depends on your bank’s processing speed.


Refunds

Refunds will be issued only after a return-eligible item has been received at our warehouse and has passed our quality check.

For products that are returned in accordance with this Return Policy and pass our quality check, refunds will be processed within 7 business days after we receive your return package. The refund will be issued in the original payment method used.

Please allow an additional 3-5 business days for processing due to potential transportation delays. Thank you for your patience and understanding.

  • The original shipping fee, if any, is non-refundable.
  • If your return reason requires you to cover the shipping cost, the fee will be deducted from your refund.
  • If our warehouse receives a returned item is not in its original condition or in poor condition, only a 70% refund will be offered.


Where is my refund?

Your refund will be processed within 7-10 days after your returned package has arrived at our warehouse. Refunds will be issued via the original payment method. Please allow an extra 3-5 days to process the returned items due to high processing volume in the warehouse.

  • Credit/Debit Card: If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days of receipt of the returned item. Please contact your card-issuing bank with questions about when the credit will be posted to your account.
  • PayPal, Klarna, etc.: If you paid by PayPal, Klarna, or other online payment providers, refunds will be sent to that account within 5 business days of receipt of the returned item. Please contact your online payment provider with questions about when the refund will be posted to your account.

Important Note for Purchases from Authorized Resellers

For purchases made from an Authorized Reseller, you must return the initial purchase (including the hardware and accessories) to the original point of sale for a refund, subject to the Authorized Reseller's return policy. Rolloy will not directly issue a refund for purchases made from an Authorized Reseller, third-party retailer, or third-party marketplace.

Tip: Take pictures before returning

When making a return, we strongly recommend documenting the condition of the walker with a series of pictures. This will support your case in the event the walker is damaged during transit to our warehouse.