To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Refunds
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.
Our highest priority is to make you happy, so everyone who shops on theitroll.com receives the following guarantees:
- full refund if you don’t receive your order;
- full refund if your order does not arrive within the guaranteed time (31 business days not including 2-5 business days processing);
- full or partial refund if the item is not as described or damaged (provided with images of evidence of damage caused);
- full refund if you do not want the product you have received (but you must return the item at your expense and the item must be unused).
Full refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
- your order is damaged by you or by delivery.
You can submit refund requests within:
- 14 business days after the order is delivered;
- 31 business days since your order was placed. You can do it by sending a message on Contact Us page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 business days.
Easy Returns
All our products are backed with a 31-day money back guarantee. Just send us a message on
Contact Us page or contact us at support@theitroll.com and after receiving the product back we will refund the purchase price.
We stand behind everything we sell. If you are not satisfied with your purchase, you can return it for a replacement or refund. No questions asked! You have to return it at your expense.
Please contact us first and we will guide you through the steps. We are always ready to give you the best solutions!
Please do not send your purchase back to us unless we authorize you to do so.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Shipping returns
To return your product, you should first contact the support at support@theitroll.com.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@theitroll.com for questions related to refunds and returns.
