Refund policy
Refund Policy
Last updated: 25 May 2026
We want you to be completely happy with your ROAM Leisure purchase. If something isn't right, please get in touch with us at hello@ROAMLeisure.com and we will do our best to help.
1. Your right to cancel (statutory right)
As an online customer in the UK, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.
After cancelling, you then have a further 14 days to return the goods to us. Once we receive them, we will issue your refund within 14 days.
ℹ️ This 14-day cancellation right is your legal minimum. We go further and offer a 28-day return window — see Section 2.
2. Our returns window — 28 days
In addition to your statutory rights, we offer a 28-day returns window from the date you receive your order. This means you have more time to decide if the product is right for you.
3. Condition of returned items
Please return items in the best condition you can. Here is how we handle refunds depending on the condition of the product when it is returned:
- Unused and in original condition — we will issue a full refund of the product price. Please note: the original delivery cost is non-refundable where you are returning the item simply because you changed your mind.
- Opened or lightly used (but the product can be resold) — we will review the item on return. We reserve the right to make a reasonable deduction from your refund to reflect any reduction in value caused by handling beyond what was needed to inspect the product.
- Used to the point where the product cannot reasonably be resold — we will offer a partial refund, store credit, or a replacement product at our discretion. We will always discuss this with you before making a decision.
ℹ️ Under UK law, if you have used a product beyond what is necessary to assess it (as you might in a shop), we are entitled to reduce your refund accordingly. We will always be fair and transparent about any deduction we make.
4. Faulty or incorrect items
If your item arrives damaged, faulty, or is not what you ordered, you are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015 — at no cost to you. Please contact us within 30 days of receiving the item and we will resolve the issue as quickly as possible.
In this case, we will cover all return postage costs.
5. How to return an item
To start a return, please email us at hello@ROAMLeisure.com with:
- Your order number
- The reason for your return
- Whether the item is unused, lightly used, or faulty
We will reply within 2 business days with return instructions.
6. Who pays for return postage?
If you are returning an item because you have changed your mind, the return postage cost is your responsibility. We recommend using a tracked service, as we cannot be responsible for items lost in the post.
If the item is faulty or we sent you the wrong product, we will cover the return postage — please contact us first and we will arrange this.
7. How and when refunds are issued
Once we have received and inspected your return, we will process your refund within 14 days. Refunds are issued to your original payment method (e.g. credit card, debit card, or PayPal). Please allow a few additional days for your bank to process the payment.
We will email you to confirm once your refund has been processed.
8. Items we cannot accept back
For hygiene and safety reasons, we may not be able to accept returns of products that have been fully used or where the seal has been broken and the product cannot be resold. This does not affect your statutory rights in relation to faulty goods.
9. Cancelling before dispatch
If you change your mind before your order has been dispatched, please contact us immediately at hello@ROAMLeisure.com. If we are able to cancel before the order ships, we will issue a full refund with no deductions.