At RollCaddy, customer satisfaction is our primary goal. We specialize in providing high-quality toilet paper holders, bathroom tissue stands, and roll storage solutions designed to complement your home hardware aesthetics. We understand that occasionally, a product may not meet your exact design requirements or dimensional expectations. This policy provides a transparent guide to our returns, refunds, and cancellations, ensuring a clear and structured resolution process for every customer.
Return Window & Eligibility
We want you to purchase with complete peace of mind. To provide a generous window for your decisions, we offer a dedicated return period:
Return Window: You can request a return within 30 business days from the date your package was delivered to your shipping address.
Allowed Condition: We welcome returns of items that are lightly used, provided they remain in a resale condition with all original packaging and components returned. We understand that customers need to open packaging and gently handle items to assess their suitability for bathroom renovation projects.
Natural Materials & Limitations: For products featuring natural wood components, please note that unique grain patterns, minor tone variations, and natural knots are expected material characteristics and are not classified as defects.
Exclusions: Returns are not accepted for custom bulk commercial contracts, or products that have been permanently modified or damaged by the recipient during installation.
How to Initiate a Return
To maintain an organized tracking flow and ensure that every returned package is correctly credited, we utilize a structured return authorization process:
RMA Pre-Authorization Requirement:Before sending any items back, you must contact our customer service team at Help@RollCaddy.com to obtain a formal Return Merchandise Authorization (RMA) number and the designated returns address. Shipping items back without a pre-authorized RMA number may significantly delay the processing of your return. Please make sure to contact us to receive the correct return instructions before shipping any package.
Submission Details: When requesting an RMA, please include your Order Number and the reason you wish to return the item. Once approved, we will email you the RMA number and instructions on how to package and send your return to our official returns address.
Return Shipping Costs
The financial responsibility for shipping fees during a return depends on the underlying reason for the return:
Merchant Responsibility (Defective or Incorrect Items): If you receive a product that is damaged in transit, or if you receive a different item than what was ordered, RollCaddy assumes full responsibility. For all products with quality issues, we are responsible for the return shipping fees and will cover all return shipping costs. In these cases, our support team will provide a prepaid shipping label so you can return the item to our returns address at no cost to you.
Customer Responsibility (Change of Mind): If you choose to return an item because you changed your mind, selected the wrong finish, or decided a freestanding stand does not fit your bathroom dimensions, you are responsible for purchasing the return shipping label through your preferred carrier. We recommend utilizing a tracked shipping service, as we cannot issue a refund for items that are lost during return transport.
Restocking Fees
We believe in fair and transparent policies for all of our customers, which is why we do not charge any hidden penalties or processing fees for returned orders:
Zero Fees Policy: We charge a $0.00 Restocking Fee on all returned purchases. The full purchase price of the eligible returned product will be credited directly to your original payment method, with no admin fees deducted.
Refund Process & Timeline
Once your return is received at our returns address, our receiving team will process your return within 1-3 business days. This period is dedicated to reviewing the package contents to ensure all original components are present and the item remains in a resale condition:
Initial Review Period: Once your return is received at our returns address, please allow 1-3 business days for the return to be processed and reviewed.
Refund Confirmation: As soon as the review is completed, we will issue a refund confirmation email to notify you that the transaction has been successful.
Financial Institution Timeline: The funds will be credited back to your original payment card (Visa, MasterCard, American Express, or Discover). Depending on your bank’s processing cycles, the refund typically takes 2-12 business days to display on your credit card statement.
Order Cancellations & Fraud Prevention
If you need to cancel a purchase, we offer a narrow cancellation window before the order is released to our logistics networks:
Cancellation Window: You can request to cancel your order within 12 hours of placing it by emailing Help@RollCaddy.com.
Out of Window Status: If your request is submitted after 12 hours, or if the package has already been handed over to the carrier, the order cannot be cancelled. In this case, you must receive the shipment and initiate a standard return under our 30 business days return policy.
Fraud Prevention & Abuse Protection: To protect against systematic retail fraud, we reserve the right to refuse a refund or RMA request if there is clear evidence of intentional product damage, systematic return abuse, or product substitution. Our anti-fraud policies are strictly designed to target malicious activities and do not restrict the rights of honest retail customers.
Store Name: RollCaddy
Email: Help@RollCaddy.com
Phone: +1 (570) 898-0812
Address: 10 Glen Ave, Shickshinny, PA 18655, USA
Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM (ET)
