Return Policy
Thank you for shopping with ROLLER. Please read our cancellation and return policy carefully before placing your order.
Order Cancellation
You can cancel your order before we start processing it for shipment. Once processing begins, the order can no longer be canceled.
To cancel, use the cancellation option shown in your order confirmation email or on your order status page, if available. Approved cancellations will be refunded to the original payment method. The time required for the refund to appear may vary depending on the payment provider.
Returns – Change of Mind
Because ROLLER sells food products, we do not accept returns or exchanges for change of mind, dissatisfaction with personal taste or product selection, or other preference-based reasons after shipment.
Food products that have left our control cannot generally be resold for hygiene and food-safety reasons.
Mystery BOX Orders
Mystery BOX contents intentionally vary by season, availability, and current products in Japan. Photos are examples only. A dislike of a particular item, flavor, brand, or selection is not by itself a reason for a refund or return, provided the order otherwise matches the product description and there is no error on ROLLER's part.
Errors on ROLLER's Part
If you receive an incorrect item, an item is missing, or there is a clear packing error caused by ROLLER, please contact us within 7 days of delivery and provide:
- Your order number
- Photos of the affected item(s), package, and shipping label where relevant
- A short description of the issue
We will review the case. If the issue is confirmed to have been caused by ROLLER, we will provide a full or partial refund, as appropriate to the affected portion of the order. Because we ship internationally and replacement shipping can exceed the value of the affected item, replacement shipments are not normally offered.
Shipping, Transit Damage & Delivery Issues
Orders are shipped from Japan using a tracked international shipping service. The carrier and shipping method may vary depending on the destination, order size, and shipping conditions. We pack orders carefully before dispatch. Once a parcel has been handed to the carrier, transit damage, loss, delay, customs inspection, and other delivery issues may occur outside ROLLER's direct control.
ROLLER is not automatically responsible for carrier-related loss, delay, or damage outside our control. However, we will make reasonable efforts to assist with a carrier inquiry or compensation claim where applicable. Any available carrier compensation is subject to the carrier's terms. Eligibility and any compensation are determined through the carrier's investigation and applicable shipping rules.
If your parcel arrives damaged, appears to be missing items because of transit damage, or is not delivered, please contact us as soon as possible with your order number, tracking number, and clear photos where applicable. Please keep the outer packaging, shipping label, and damaged contents until the case has been reviewed, as they may be required for a carrier investigation.
Refunds are not automatic for carrier delays, customs delays, damage caused solely during transit, delivery attempts that could not be completed, or theft/loss after tracking shows successful delivery. If an investigation confirms loss or damage, any refund will be determined based on the affected portion of the order, the investigation outcome, and applicable law.
Incorrect or Incomplete Shipping Information
Customers are responsible for providing a complete and accurate delivery name, address, postal code, phone number, and any other information required for delivery. ROLLER is not responsible for delivery failure, delay, return, or additional costs caused by incorrect or incomplete information supplied by the customer.
If a parcel is returned to ROLLER because delivery could not be completed for reasons outside ROLLER's control, any refund, if available, may exclude shipping or other costs already incurred.
Fraud Prevention
We may request additional information or decline a refund claim where there are reasonable signs of repeated, inconsistent, fraudulent, or abusive claims. This does not limit any rights that cannot be excluded under applicable law.
Applicable Consumer Rights
Nothing in this policy is intended to exclude or limit any consumer right or remedy that cannot legally be excluded or limited under the law applicable to the transaction.
How to Contact Us
For any issue with your order, please use our Contact page. Include your order number and any relevant photos so we can review the case as quickly as possible.
