Changed your mind?
Maybe you've given an unwanted gift, bought a top that doesn't fit or those new trainers just aren't your style. Don't worry, you have 30 days from the collection or delivery date to get them back to us for a full refund.
Just a couple of things we need your item(s) to be to make sure you get your money back:
- Unused and with all original components
- In its original packaging (with the tags if applicable)
- In a resaleable condition
- With its proof of purchase
- With any free items that came with the product
- An email or phone call from you just so we know what to expect
Once received, we will process your refund back to the original payment method. This will take a few days back to a card and sometimes longer with PayPal.
Is your item faulty?
First things first, contact us to see if we can resolve any issues with the item without any more undue stress.
If the item is faulty and you inform us within 30 days (or during the product's warranty period) we will offer you a replacement or refund, which will be processed after we get the item back from you. We'll also cover your faulty item's return postage (up to £10 with proof of postage).
Need to send something back?
If, after you've spoken to us, you need to send something back please address the package to:
Ecommerce Department, Roys of Wroxham, Hoveton, Norfolk, NR12 8DB
If you're sending the item back because it's faulty, we can refund your return postage too up to the value of £10 (please include proof of postage in the package).
We recommend you use a tracked service to post your item to make sure nothing happens to it on the way.
Alternatively, if you're a local customer, you can return your online or in-store purchases to a Roys store. Please bring your receipt or order confirmation with you as proof of purchase, which will have been emailed to you, along with the card used to complete the online purchase (the cardholder must be present to complete the return).
Under the Consumer Contracts Regulations 2013, you have 14 days from point of delivery to change your mind about your order, in which time, you can choose to return products that are in a resalable condition to us for a full refund of your purchase cost, including initial postage price, to your original payment method. You will need to pay any costs to return any items to us, and we cannot arrange to have any items you choose to cancel collected from you.
We will require confirmation that you wish to cancel your order either through your account on our website or via email or Post – Please see our Contact page for more details. The product(s) will need to be returned to the address provided from our confirmation, at your cost, and in a resalable condition, including any documentation, accessories etc. Any products returned must reach us no later than 14 days after you notify us of your intention to return, and your refund will be issued no later than 14 days after we receive the returned item(s) from you, or you provide proof of postage of the items to us (whichever is sooner).
We are unable to accept any liability for any goods returned to us by customers while in transit. We advise a tracked service to ensure a safe return. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you or a courier you select. items lost in transit will not be reimbursed. You will be notified of this in writing should this be the case. We will make the reimbursement no later than 7 days after the day we receive the product(s) back from you.
Products excluded from this policy are
Health & beauty
We are unfortunately unable to offer an exchange or refund on the following products unless they are misdescribed or are faulty; this is for reasons of health and hygiene, and for your protection.
- Cosmetics/fragrances, once the original packaging has been opened
- This includes unsealed medical supplies, pierced earrings and all cosmetics
A product that is unopened (the outer packaging, plastic cellophane, and internal product untouched) can be returned in line with our Returns Policy.
Products sent back to us opened will not be accepted (unless misdescribed or faulty), will be disposed of, and will not be refunded. Alternatively, you may request the item to be returned to you, for which we will charge our standard delivery cost of £4.99.
If returning via post, we recommend the item is well packed, and sent using a trackable service.
Goods personalised for you, or made to your specification
Sealed audio/video recordings or sealed software if unsealed by you after delivery; (includes writable media, USB / SD Cards and Hard Drives)
Goods which expire, or deteriorate quickly e.g. Fresh Foods.
Underwear & swimwear
Your statutory Rights are not affected by the above policy
We take every reasonable care to ensure that your order is delivered safely, on time, and in full.
In the unlikely event that your product is delivered damaged, we must be notified within 24 hours of receipt, either by telephone, or email. Please see our Contact Page for more information. We can then arrange for your product to be returned (either by yourself or by us or an agent of ours), and a refund of your purchase cost, including initial postage price and return postage costs (up to the value of £10.00) to your original payment method. We will make the reimbursement no later than 7 days after the day we receive back from you any goods supplied.
Please note – we reserve the right to deduct from your refund the basic cost to us for collecting an item that was claimed as ‘damaged’, but discovered not to be when tested upon receipt of the item. This may be deducted from your refund value, or if returning yourself, postage may not be refunded.
We will require images / Video of items that are delivered damaged / short to facilitate any claim, to ensure your query is dealt with promptly.
We reserve the right to deduct the basic cost to us for collecting an item that was claimed as ‘Faulty’, but discovered not to be upon testing the returned item. Please ensure a fault exists before contacting us to request a collection or return. This may be deducted from your refund value, or if returning yourself, postage may not be refunded.
We use DHL Parcel UK courier service for delivery of all of our standard parcels, for which we provide a dedicated tracking service for the vast majority of our deliveries. In the unlikely event that your parcel is lost in transit, and once your agreed delivery date has elapsed, we must be notified either by phone, or by email within 24 hours of your estimated delivery date. We will then track the parcel for you with our carrier and will contact you regarding the status of the parcel. Should the parcel be lost in transit and un-retrievable, your order will be refunded in full, including your purchase cost, and initial postage price to your original payment method or replaced after consultation with you. Our policy is to extensively track all parcels notified as lost to us.
With regards to all deliveries we, or our delivery partners, may make; please note that all deliveries will be dispatched within 30 days of your order date, (unless we contact you and agree otherwise) as per the Consumer Contracts Regulations 2013, but we endeavour to dispatch all orders within 72 hours or your order being placed with us, and delivered within 7 days of placing your order. We usually deliver much quicker than this – please contact us prior to purchase with any delivery queries/requests you may have.
Should your order be returned to us by the carrier, after 3 attempted deliveries, we may charge an additional delivery charge of £4.99 should the carrier not be at fault. We will contact you should this happen to see how you would like to proceed.
Our carrier will, for orders pre-requested, leave your delivery in a ‘safe place’ or with a neighbour as nominated by yourself should you choose.
All requests for an alternate delivery place or location after placing your order, must be made using the courier’s online tracking facility by selecting the "Rearrange My Delivery" option. Please note if your parcel is left at your request, without a signature in a safe place, you forfeit your right to make any claim with ourselves or the courier in the event of loss or damage.
For orders placed for delivery to the following postcodes, we reserve the right to employ another delivery service; this may result in delivery times to be extended. If you wish to be notified as to which delivery service will be used, please contact us before ordering.
IV1-IV28, IV30-IV32, IV36, IV40-IV49, IV51-IV56, IV63
Isle of Man
PA20-PA38, PA41-PA49, PA60-PA78
Please note we also reserve the right to cancel any order should it be un-deliverable for us – you will be notified within 72 hours order receipt should this be the case, and any monies refunded to your original payment method if applicable.
For all queries, if you would like to speak to a member of our Online Customer Service team, there are several methods of getting in contact:
- Email us at [email protected] with a direct message.
- Call us on 0800 6681155 to speak to a member of our website sales team.
- Please use our contact form to send us a message without leaving the website.
Please note that our offices are only manned during normal office hours (Monday to Friday, 9.00am to 5.00pm). All queries made outside of this time with be answered as soon as possible on the next working day.