Refund policy
Thank you for shopping with RollsDirect. We want you to be fully satisfied with your purchase. If you have any issues with your order, please read our return and refund policy below.
1. Eligibility for Returns
We accept returns under the following conditions:
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Items must be unused, unopened, and in their original packaging
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Items must be returned within 14 days of delivery
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Proof of purchase (order number or receipt) is required
Certain items cannot be returned, including:
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Opened or used thermal rolls or thermal labels
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Clearance or final-sale items
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Custom-made products
2. Damaged or Incorrect Items
If your item arrives damaged, defective, or you received the wrong product, please contact us within 7 days of delivery.
Email us at sales@rollsdirect.com.au with:
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Order number
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Photos of the damaged or incorrect item
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Photos of the packaging
We will resend the correct items or arrange a refund.
3. Change of Mind Returns
If you change your mind, you may return the item at your own shipping cost, provided it meets the conditions in Section 1.
Once we receive and inspect the returned item, we will process a refund.
4. Refund Processing
Refunds will be issued to your original payment method within 3–7 business days after we receive the returned item.
Shipping fees paid at checkout are non-refundable, unless the return is due to our error.
5. Return Shipping
Customers are responsible for the cost of return shipping unless:
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The item is faulty,
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Arrived damaged, or
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We sent the wrong item.
We recommend using a tracked courier service as we are not responsible for lost return parcels.
6. How to Start a Return
To request a return, please contact us:
📧 Email: sales@rollsdirect.com.au
📍 Address: 135 Keys Road, Moorabbin VIC 3189, Australia
Please include your order number and reason for return.
7. Contact Us
If you have any questions about this policy, you can reach us at:
We are here to help.