Refund & Returns Policy

Thank you for shopping at Rollooo.com, your trusted source for handcrafted dice, custom dice development, and wholesale gaming accessories.

Because our products are shipped internationally from China and many items are handcrafted, our refund and return policy differs from domestic e-commerce stores.
Please read this policy before making your purchase.

1. General Return Policy

Due to international shipping distance, customs procedures, and high logistics cost, we do not accept general returns or exchanges for the following reasons:

  • Change of mind
  • Ordering the wrong item or color
  • Personal preference differences
  • Minor variations in handmade resin or metal dice
  • Local courier delays or customs inspections
  • Buyer’s inability to receive or collect the parcel

Customers are encouraged to review product details, photos, and specifications carefully before placing an order.

2. When We Can Offer Refunds or Replacements

We may provide a refund or replacement only if:

  • ✔ Item arrives damaged
    Example: cracked dice, broken pieces, severely deformed metal, leaking liquid-core dice.
  • ✔ Wrong item received
    Example: incorrect model, color variant, or quantity.
  • ✔ Severe manufacturing defects
    Example: missing die in a set, incorrect numbering, unusable structural issues.
  • ✔ Package lost in transit
    Confirmed by the shipping carrier.

If any of the above applies, please contact us within 7 days of delivery, and provide:

  • Order number
  • Clear photos or videos of the issue
  • Photo of outer packaging with shipping label

We will then provide one of the following based on the situation:

  • Partial refund
  • Replacement of affected items
  • Full refund if the product cannot be replaced

3. No-Return Policy (International Orders)

Because goods are shipped from China, returning a product internationally is often more expensive than the item itself.

Therefore:

  • 🚫 We do not request customers to ship items back in most cases.
    Photo/video verification is usually sufficient.
  • 🚫 We do not accept returns for non-defective items.
  • 🚫 We do not provide refunds for:
    • Customs delays
    • Incorrect address provided by customer
    • Customer failing to receive/collect the parcel
    • Slight cosmetic variations typical of handcrafted items

Thank you for your understanding.

4. Refund Methods

We currently accept:

  • PayPal
  • Payoneer Local Receiving Accounts (B2B)
  • Other offline transfer methods (if arranged)

Refunds will be issued only after your case is approved.

5. Refunds for Payoneer Local Bank Transfer Payments (B2B Orders)

Many of our wholesale customers pay through Payoneer Local Receiving Accounts (local USD, EUR, GBP virtual accounts).
Please note the following:

  • ⚠️ Payoneer does not allow returning funds to the original bank account used by the buyer.

Once transferred, the payment becomes part of our Payoneer balance and cannot be reversed.

If a refund is approved, we will offer one of the following:

  • ✔ Option 1 — Refund to your PayPal account
    Fastest and most convenient method for most customers.
    Transfer fees may apply.
  • ✔ Option 2 — Payoneer-to-Payoneer internal transfer
    If the customer also uses Payoneer, we can refund directly through an internal transfer.
    This avoids high banking fees.
  • ✔ Option 3 — Deduction from your next wholesale order
    Most common option for B2B buyers.
    The approved refund amount will be fully credited toward your next order.
    No expiration date.
  • ✔ Option 4 — Store credit for future purchases
    A flexible option when no next order is planned immediately.

Important Notes

  • All transfer and processing fees are paid by the customer
  • Exchange rate fluctuations cannot be refunded
  • Processing time for Payoneer-related refunds: 5–15 business days
  • Refunds cannot be sent to the original bank account used to initiate payment

6. Refunds for PayPal Payments

If your order was paid via PayPal, approved refunds will be returned to your PayPal account.
Processing time: 3–10 business days depending on PayPal.

7. Late or Missing Refunds

If you have not received your refund:

  • Check your PayPal / Payoneer balance
  • Contact your payment provider
  • Contact your bank
  • Finally, contact us at info@rollooo.com

We will assist immediately.

8. Replacements

For approved cases:

  • Small parts or single dice may be replaced individually
  • Larger replacements may ship with your next wholesale order
  • Urgent replacements can be shipped separately (shipping fee may apply)

9. Custom and Made-to-Order Items

Custom dice, special molds, personalized engravings, or unique designs are non-refundable and non-returnable, unless:

  • The wrong item was delivered
  • There is a confirmed manufacturing defect
  • The item arrives damaged

10. Wholesale Orders

For wholesale or bulk B2B orders:

  • No returns on non-defective items
  • Refunds or partial refunds apply only to damaged or incorrect items
  • We strongly recommend placing a small sample order before bulk orders

11. Shipping Returns (If Required)

In rare cases where a return is absolutely necessary:

  • You will receive our return address in China
  • Customer bears all return shipping costs
  • Customs fees, import taxes, and duties are the customer’s responsibility
  • Shipping fees are non-refundable
  • Use a trackable service; we cannot guarantee receipt without tracking

12. Need Help?

For any issues related to refunds, replacements, or order problems, please contact us:

📧 info@rollooo.com
🌐 https://rollooo.com

We aim to reply within 24–48 hours.