Updated October 2022
Hello! If you’re considering returning or transferring your ROLI Hardware or Software or need to have it repaired, this is the right place. Simply follow the path that best suits your requirement below:
“Hardware”: means all ROLI hardware Products, including all software bundled with the hardware, such as the Equator Player, which is required for its operation.
“Products” mean any ROLI products, including Software, Hardware and Apparel.
“Stand-alone Software”: means ROLI software sold stand-alone for download and use with Hardware, but excluding the FXpansion Software.
“Software Add-on”: means ROLI software that may be added to Hardware (and is not originally bundled with the Hardware) in the form of an upgrade to the Hardware, but which is not stand-alone.
“Software” on its own shall collectively refer to Stand-alone Software, FXpansion Software, and Software-Add ons.
“Third-party Software” means third party software that is bundled with ROLI Products or otherwise sold separately to be used with ROLI Products.
1. Cancel my order before it ships.
If you wish to cancel your order you can do so from your original order acknowledgement email. Simply open up the confirmation mail and select ‘Amend Order’ to view the cancellations options. Please note, if your order has already shipped, you will need to go through the ‘Return for Refund’ option (outlined below) and have the device sent back to us.
2. Return for Refund or Exchange (Damaged Items) - 30 Day Warranty
We are pleased to be partnered with LOOP returns, offering a 30 day full refund or exchange from the date of item receipt. If your return is coming back from the same country you purchased in then the shipping cost is free of charge. If however you have moved to another country then you will need to contact our Creator Support Team here to discuss your return options. In addition, there will be an extra return shipping fee for you to pay which will be deducted from the total amount you’re refunded. All returned ROLI products must be in their original condition when returning for refund. This same return path would also be appropriate if your item has arrived damaged and you require a replacement unit.
2.2. Soundpacks and Software
If you want to return your soundpack or software you have 14 days from the date of purchase. Simply contact our Creator Support Team here and they will process the refund and deactivate your software. If you have software bundled with your hardware (such as RISE 2 with Equator 2) the software will be removed when your hardware is returned back to us for refund. In this scenario where software is bundled with the Hardware, the software cannot be returned individually. It may take up to 10 days to deactivate your software.
Software Add-ons: You may return your Software Add-ons, such as an Equator2 Upgrade, within 30 days of purchase for any reason. After 30 days of purchase, you may not return Software Add-ons unless there is a fault or system incompatibility that cannot be remedied and is identified within 90 days of the purchase date.
Stand-alone Software: You may return Stand-alone Software within 14 days of the date of purchase. Once 14 days have passed from the purchase date of your Stand-alone Software, you may not return it unless there is a fault or system incompatibility that cannot be remedied and is identified within 90 days of the purchase date.
EU Cooling Off-Period: EU law gives EU consumers a 14-day right of withdrawal that is also known as a “Cooling Off Period,” for Products purchased online, but it only applies to Software that has not yet been downloaded and when it comes to our Products, our own refund offering is more generous. Overall, much of the ROLI return policy is more favorable than what is required under the law. In the event of a conflict between the ROLI return policy and applicable law, you are entitled to the more generous rights conferred by EU or local law.
Select the appropriate returns form below if you need to start your return:
US and Canada Customer Returns and Exchanges
UK Customer Returns and Exchanges
EU Customer Returns and Exchanges
3. Replacement under Manufacturer’s Warranty
If your hardware develops a manufacturer's fault past the 30 day ownership period, a free repair or replacement may be offered to you if the fault is covered under our general terms of sale. Please contact a member of our Creator Support team here so that they can appropriately resolve your request. Should your request for a return or replacement be approved, you will be issued with a prepaid shipping label which will be sent to your registered email address for you to then print off. You must use the prepaid shipping label we provide you or you will be responsible for any shipping costs to return the item. Please pack the product you’re returning carefully in the protective packaging it was originally shipped in or a suitable protective case alternative. If the product is not packaged carefully you may be responsible for any damages incurred in transit. Once we receive your ROLI Product, it will undergo further diagnosis by our technicians to determine whether or not the issue is covered by our warranty policy.
Luminary ROLI warrants that products will be free of defects in materials and manufacture under normal use for two years, or 12 months for BLOCKS products. The warranty applies only to new, unused and authorized units purchased from Luminary ROLI and the term begins on the date of shipment. Proof of purchase in the form of a receipt may be required. The warranty is conditioned on proper use of the product by the purchaser. Luminary ROLI reserves the right to deny a product’s associated Limited Warranty if the defect is the result of abuse, neglect, alteration or attempted repair by non-authorized personnel. Upon return of the warranty-eligible product to Luminary ROLI or an authorized repair center, your product will be repaired or replaced, free of charge, with a functional equivalent product that is new or refurbished at Luminary ROLI’s discretion. Further details about your rights under this warranty policy can be found here: roli.com/legal
For further detailed information about ROLI’s warranty policy, please refer to the supplied booklet with your ROLI Hardware, or refer to our General Terms of Sale.
Steps for Transfer: You may transfer your ROLI Products by contacting ROLI Support and paying any applicable administrative fee.
Hardware: You will not incur an administrative fee when transferring Hardware, including the software bundled with such Hardware. Software bundled with such Hardware, such as ROLI Studio Player, cannot be transferred independently.
Stand-alone Software: When you transfer any Stand-alone ROLI Software license to another account, you will incur an administrative fee.
Software Add-ons: Transfers of Software Add-ons to Hardware, such as the Equator Upgrade, with the underlying Hardware will not be charged an administrative fee. You must specify whether you desire to transfer a Software Add-on with the Hardware, otherwise ROLI will assume you do not also want to transfer the Software Add-on.
Third-party Software: For Third-party Software, please see the applicable transfer and return policy provided by that third-party.