Returns and Refund Policy

Last updated: 20/06/2026

We want you to be happy with your Rollbox purchase. This policy explains how returns, exchanges and refunds are handled for orders placed through rollbox.com.au.

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

1. Change-of-mind returns

We accept change-of-mind returns when you contact us within 30 days of delivery.

To be eligible for a change-of-mind return, the product must be:

• unused and in its original condition;

• free from damage, marks, odours or signs of use;

• returned with all included parts and accessories; and

• returned in its original packaging, where reasonably possible.

You must contact us before returning a product. Returns sent without prior approval may experience delays in processing.

To request a return, email admin@rollbox.com.au with your:

• name;

• order number;

• reason for the return; and

• photographs of the product, if requested.

2. Return shipping for change-of-mind returns

Customers are responsible for the cost of returning a change-of-mind item.

Original shipping charges are generally non-refundable for change-of-mind returns.

We recommend using a tracked shipping service, as we cannot process a return until it has been received.

Rollbox is not responsible for change-of-mind returns that are lost or damaged while being shipped back to us.

3. Return approval

Once your return request has been reviewed, we will provide:

• confirmation that the return has been approved;

• the return address; and

• any relevant return instructions.

Approval of a return request does not guarantee a refund. Returned products will be inspected after they are received.

4. Refunds for change-of-mind returns

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

We may reduce or refuse a change-of-mind refund where the product:

• has been used;

• is damaged;

• is incomplete;

• contains marks, stains or odours;

• has been altered; or

• is not returned in a reasonably resalable condition.

Any deduction will reflect the reasonable reduction in the product’s value.

Please allow [5–10 business days] for an approved refund to be processed. Your bank or payment provider may require additional time before the funds appear in your account.

5. Exchanges

We may offer exchanges for another Rollbox colour, model or product, subject to availability.

To request an exchange, contact us within 30 days of delivery.

Customers are responsible for return shipping and any new delivery charges associated with a change-of-mind exchange.

If the replacement product costs more than the original product, you must pay the difference. If it costs less, the difference will be refunded.

We may choose to process an exchange as a return and a new order.

6. Customised and made-to-order products

Products made using a custom colour combination, personalised selection or other customer-requested specification are not eligible for change-of-mind returns or exchanges once production has commenced.

This exclusion does not apply where a customised product is faulty, unsafe, incorrectly manufactured or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

7. Sale items

Sale and promotional items may be returned under the same change-of-mind conditions unless the product page or promotion clearly states otherwise.

Clearance or final-sale products are not eligible for change-of-mind returns where this was clearly disclosed before purchase.

Sale, clearance and final-sale wording does not remove your rights under the Australian Consumer Law where a product is faulty or otherwise fails to meet a consumer guarantee.

8. Faulty, damaged or incorrect products

Please inspect your order as soon as reasonably possible after delivery.

Contact us promptly if your product:

• arrives damaged;

• is faulty or unsafe;

• is materially different from its description;

• is missing a component;

• is the wrong product; or

• otherwise does not meet a consumer guarantee.

Email admin@rollbox.com.au and include:

• your name;

• order number;

• a description of the problem;

• photographs or video showing the issue; and

• photographs of the packaging and shipping label where the product arrived damaged or incorrect.

Please retain the product and packaging while we assess the matter.

9. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund or other remedy if a product:

• is not of acceptable quality;

• is faulty or unsafe;

• does not match its description;

• does not perform as represented;

• is not fit for a disclosed purpose; or

• otherwise fails to meet an applicable consumer guarantee.

The remedy available may depend on whether the problem is major or minor.

For a major failure, you may be entitled to reject the product and choose between a refund or replacement.

For a minor failure, we may be entitled to provide a repair or another suitable remedy within a reasonable period.

Your Australian Consumer Law rights are separate from and additional to our voluntary 30-day change-of-mind policy.

10. Return costs for faulty products

Where a product is confirmed to have a fault or failure covered by the Australian Consumer Law, Rollbox will cover reasonable return costs.

Depending on the circumstances, we may:

• provide a prepaid return label;

• arrange collection;

• reimburse reasonable postage costs; or

• determine that a physical return is unnecessary.

Please contact us before returning a faulty product.

We may not reimburse excessive or unauthorised postage methods where a reasonable lower-cost option was available.

11. Manufacturing characteristics

Rollbox products may be manufactured using 3D-printing processes.

Normal manufacturing characteristics may include:

• visible layer lines;

• minor surface texture variations;

• small differences between production batches;

• slight variations in colour or finish; and

• minor dimensional tolerances.

These characteristics are part of the manufacturing process and will not generally be considered faults where they do not materially affect the product’s appearance, safety, durability or intended function.

This section does not apply where a variation is significant, was not reasonably disclosed or causes the product to fail a consumer guarantee.

12. Damage caused by misuse

A return or refund may not be available where damage was caused by:

• misuse or neglect;

• accidental damage after delivery;

• improper cleaning;

• unauthorised alteration or repair;

• exposure to excessive heat, flames, moisture or chemicals;

• using incompatible paper rolls or materials;

• using the product for an unintended purpose; or

• ordinary wear and tear.

This does not affect any rights arising from a defect or failure that existed when the product was supplied.

13. Products damaged during return shipping

You are responsible for packaging change-of-mind returns carefully to prevent damage during transport.

Where a change-of-mind item is damaged because it was inadequately packaged, we may reduce the refund to reflect the loss in value.

This does not apply where we arranged the return of a faulty product and you followed our reasonable packing instructions.

14. Gifts

Where an item was purchased as a gift, any refund will generally be issued to the original purchaser using the original payment method.

We may offer the gift recipient an exchange or store credit at our discretion, provided acceptable proof of purchase is supplied.

15. Proof of purchase

We may request reasonable proof of purchase before processing a return, including:

• an order confirmation;

• a receipt;

• the email address used for the order; or

• another record that reasonably demonstrates the purchase.

16. Refund timing

Approved refunds are submitted to the original payment method.

Although we may process the refund promptly, payment providers and financial institutions can take additional time to make the funds available.

If more than 10 business days have passed since we confirmed that a refund was issued, contact your bank or payment provider first. You may then contact us if further assistance is required.

17. Order cancellations

Contact us as soon as possible if you wish to cancel an order.

We may be able to cancel an order before production or fulfilment begins.

We may be unable to cancel an order once:

• production of a made-to-order product has commenced;

• the order has been packed;

• a shipping label has been created; or

• the order has been dispatched.

If an order has already been dispatched, it may need to be handled as a change-of-mind return.

Your rights under the Australian Consumer Law remain unaffected.

18. How to start a return

To request a return, exchange or remedy, contact:

Rollbox
Email: admin@rollbox.com.au
Website: rollbox.com.au

Please do not send a return until we have provided return instructions.

Returns should be sent to:

Riley Varnavides
4 Spring Road, Kalamunda, Western Australia, 6076

19. Changes to this policy

We may update this Returns and Refund Policy from time to time.

The policy that applied when your order was accepted will generally apply to that order, except where a later change provides you with greater rights or where applicable law requires otherwise.