Refund Policy
- Statutory Right of Withdrawal (14-Day Cancellation Period)
In accordance with European Union consumer protection directives and applicable provisions of German civil law, consumers residing within the European Union possess a statutory 14-day Right of Withdrawal.
Cancellation Window: You have the right to withdraw from your purchase agreement within 14 business days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party designated by you, other than the carrier) acquire physical possession of the products.
Notification Requirement: To exercise your right of withdrawal, you must inform us of your decision to cancel the contract through an unequivocal statement submitted via email to auditor@rollandlawn.com prior to the expiration of the 14-day period.
- Returns Procedure & Direct Address Instructions
If you choose to return products pursuant to your statutory withdrawal right, please observe the following administrative steps:
Return Authorization: Before dispatching any goods back to us, please contact our support desk at auditor@rollandlawn.com to receive detailed return instructions and your official return authorization reference.
Return Shipping Address:Richard-Byrd-Str. 14, 50829, Köln
Return Conditions: Items must be dispatched back to our designated facility without undue delay and no later than 14 days from the date on which you communicate your withdrawal. Returned products must remain in their original, unused condition along with complete packaging.
- Damaged, Defective, or Non-Conforming Products
We place fundamental importance on providing items that conform strictly to order specifications. In the event that a received item displays physical transport damage or structural defects:
Streamlined Notification: Contact customer support at auditor@rollandlawn.com within statutory warranty periods, providing your order details along with clear photographic evidence showing the defect or damage.
Resolution without Physical Return: Upon verification of the submitted photos, we will process either a full order refund or issue a replacement item. Provided the photographic proof conclusively verifies the defect or damage, physical return of the damaged item is not required.
- Non-Delivery and Extended Transit Investigations
We process dispatches across European destinations using established priority transport networks, including DHL Priority, FedEx Priority, and UPS Priority. Standard transit time is estimated at 7 to 10 business days following order dispatch. Automated tracking updates are issued directly to your designated email address at key logistics milestones, including dispatch, hub processing, and local routing.
Transit Investigation Protocol: If your shipment exceeds the standard 7 to 10 business day timeframe, please notify us at auditor@rollandlawn.com. We will immediately open a formal trace inquiry with the courier provider.
Remedial Action: Depending on the verified findings of the carrier investigation, we will determine the appropriate legal resolution, which includes either issuing a full refund or dispatching a replacement shipment at no additional charge.
- Refund Processing and Original Payment Channels
All approved refunds under this policy will be credited back exclusively using the original payment channel employed during the initial transaction.
Supported Payment Channels: Eligible purchase refunds are credited back directly to your Visa, Mastercard, or American Express card account, or credited via Apple Pay, Google Pay, or the respective digital wallet used at checkout.
Refund Timelines: Once a refund is approved or returned items are verified at our facility, the refund instruction is processed promptly. Depending on your financial institution or card issuer, funds typically reflect in your account within 3 to 7 business days following processing.