Refund policy

We hope you love your new purchase from Roalex, however, if you would like to make a return/exchange please see the details below:

We have a 14-day return policy, which means you have 14 days to notify us that your item is being returned to us and a further 14 days from that point to return the goods. To start a return, you can contact us at team@roalex.co.uk to let us know that the goods are being returned. The goods must be dispatched by a suitable secure method of postal delivery which can be tracked. The products will remain at your risk from the time you send them until they have been received by us as evidenced by the tracking. Postage will be at your own cost. We do not cover return/exchange postage costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and with tags. You’ll also need the receipt or proof of purchase.

If the condition of the products is unsatisfactory due to: 

1.     Make-up marks 

2.     Tan stains 

3.     Perfume/smoke odour 

4.     Deodorant Marks  

We will contact you in relation to any problem. Any necessary full or partial deduction of a refund will be applied. 

You can always contact us for any return question at team@roalex.co.uk 

Returns/Exchange address: 

RoaleX Equestrian & Country Wear

99-101 Main Street

Fivemiletown

Co. Tyrone

BT75 0PH

Northern Ireland 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
If you would like to make an exchange, please get in touch by emailing team@roalex.co.uk. 

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Postage will be at your own cost. We do not cover return/exchange postage costs.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. All returns will be processed within 7 days of receiving your parcel. 

Pricing Error on Order

In the event of a pricing error at checkout or on our website, we may not be able to accept your order. If this occurs, we will refund any amounts paid, including shipping fees. we will contact you via email or text to let you know.

First Time Customer discount

This does not apply to all stock, selected items are not included. The customer must subscribe & enter the code WELCOME10 at checkout. we can not add this to your order, this must be processed before you check out by yourself.

Extended Christmas Returns/Exchange

 We offer an Extended Returns & Exchange on items Purchased from 1st  November 2025. We only offer a Return on Full Priced items. Sale Items can only be exchanged. Please note all returns & exchanges must be posted back  in store before 17th January 2026. we can not accept any returns & exchanges after this date. 

Please tick the box for a gift receipt when checking out online. 

If you have missed the 14 Day return policy unfortunately, we cannot offer you a refund or exchange.