Refunds & Returns
At HellaRoller, our top priorities include customer satisfaction and helping our customers find the comfort and mobility that comes from our products. We do understand that there are times when a return or refund is necessary. If you are not satisfied with your purchase after 30 days of use, we offer you a full refund (excluding return shipping charges and initial shipping charges, if applicable).
You may initiate a return by emailing the reason for your return, your order number, and your name to email@example.com. For your convenience and ease of returning the product, we will deduct the cost of the return shipping from your expected refund total and send you a printing label that can be printed and affixed to the package. Refunds will only be issued to your original method of payment. In general, refunds take about 5-7 business days to post to your original form of payment but can take up to 10 business days.
To qualify for a refund, each of the conditions below must be met:
- Foam rolling can take time for your body to adjust and get used to, so we require that you use the product for 30 days before requesting a refund. The return request must be made between day 30 to day 60 of the purchase date. HellaRoller cannot provide refunds for requests made before 30 days of the purchase date or after 60 days of the purchase date.
- All HellaRoller products and accessories included with your purchase must be included with your return.
- If the original packaging is not available, the return request must include the dimensions of the packaging used to ship the product. Dimensions of the packaging must be within reasonable tolerances.
- The product must be shipped back within 5 calendar days of the shipping label being provided to you, and you must use the return label provided by HellaRoller for the return.
We will refund the cost of the product to your original payment method, excluding any applicable shipping and handling charges.
Additional terms and conditions:
- Shipping and handling charges are not refundable.
- Returns shipped without a return label provided by HellaRoller and returns missing products or accessories originally provided with the original order will be rejected and return denied.
- HellaRoller will not issue refunds until the returned product has been delivered to the address shown on the return label provided by HellaRoller and the product is inspected by a HellaRoller return specialist.
Returned to sender or refused packages: Returned to sender or packages refused by the customer will be charged a 5% restocking/processing fee, and you will be issued a refund (excluding the 5% restocking /processing fee and any shipping charges if applicable) in the original form of payment.
HellaRoller orders are processed very early each weekday. We’re unable to make any changes to orders that are not requested prior to 5 pm MST the day you purchased your product or products ordered on the weekends or holidays. This includes changes like :
- Delivery/billing address
- Adding/removing items on your order
HellaRoller is not liable for orders shipped to an incorrect address due to customer errors on the order page. We do not refund or replace orders that were shipped incorrectly due to customer error.
Questions? Please contact our HellaRoller support team at firstname.lastname@example.org.
Once we approve a return, it is necessary that you ship your return items back to us within 5 calendar days. If your items aren’t shipped within said timeframe, HellaRoller may at its discretion deny the return request.
Defective/Damaged/Incorrect Items: Customer satisfaction is at the forefront of what we do. In the rare event you receive a defective, damaged, or incorrect item, please contact email@example.com within 7 calendar days of your delivery. We will be in contact with you to address and resolve the issue as quickly as possible.