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ROLI.COM Returns Policy FAQs

What is your Returns + Refund Policy?

Hardware Return Policy

We do hope that you will be pleased with your order and want you to feel confident with your ROLI Hardware. You may return your ROLI Hardware within 30 days of delivery date. Any Software bundled with the Hardware, such as Equator Player, shall be governed by the same returns policy for the Hardware, and cannot be returned individually.

You are responsible for the cost of shipping the Hardware back to ROLI if it has been dispatched and the products are not faulty.

Once we have received your parcel we will be in contact to confirm the receipt of the returned goods and that your refund/replacement has been issued accordingly.

Software Return Policy

You may return your ROLI Software Add-ons — the upgrade to software that was originally bundled with Hardware such as the Equator Player 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.

You may return ROLI Stand-alone Software — software that can be purchased and used independently of Hardware — 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.

Refunds Policy

We will provide a returns label and will refund you the price of the returned products, less direct return freight costs we have paid on your behalf, within 14 days of either:

  1. Receipt by us of your notice of return of Hardware not yet dispatched to you or Software not yet downloaded by you; or
  2. Receipt by us of the returned Hardware, if the Hardware has been dispatched to you, and/or deactivation and deregistration of the Software (which normally occurs within 24 business hours after we have received notice of your request to return Software).

Please note that you must take reasonable care of the ROLI products in your possession, and if they are returned to us in a damaged state, you will be responsible for any part of that damage which occurred whilst the products were in your care or control. You must also adhere to the ROLI Terms of Use and End-User License Agreement, which governs your use of the Software.

For further details about our refund policy please refer to our Returns and Transfer Policy.

How do I return items bought on roli.com?

To arrange a return, please contact our support team here.

We will provide you with a returns label so you can ship the products back to us. All returned ROLI products must be in their original condition. Unless the ROLI products are faulty or defective, all shipping, handling and return freight costs (as applicable) will be payable by you.

The products I received are incorrect/faulty/missing, what can I do?

If you have any problems with the Hardware you have received, please click here to contact our Creator Support team to ensure that the matter is dealt with promptly. Our support team will investigate the issue and if the hardware needs to be returned to us we will supply a returns label. If there is a mistake or default, we will pay for shipping.

Have you received my returned items?

It can usually take up to 10 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and processed. We'll send you an email as soon as we've completed your return, letting you know the refund has been processed.

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days, depending on your payment method issuer.

If your returns haven't reached us after the returns timeframe, please get in touch so we can help you further.

Can I return an item for an exchange instead of a refund?

Unfortunately we don’t offer exchanges, simply return your item(s) and reorder for a replacement.

How will I be refunded for returns?

Any refund will be automatically issued to the payment method you used to place your original order. This typically takes 5 working days, depending on your payment method issuer.

How long does it take to process my return?

It can take up to 10 working days from the date of your return for your parcel to be delivered back to our warehouse and processed.

On receiving your return the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 5 working days, depending on your payment method issuer.

We will make sure to keep you updated and send you an email as soon as we have processed your refund.

If your return has not been credited within 15 working days of sending your parcel to us, please contact our support team.

Can I return an online purchase to a retail store, or return a retail purchase to ROLI?

No, products can only be returned to their place of purchase. If you purchased from ROLI directly, you will need to handle returns with ROLI directly. If you purchased from a retail store, you have committed to their individual terms and conditions regarding refunds and returns, and will handle returns directly with that store.

For further details about our refund policy please refer to our Returns and Transfer Policy.