Return and refund policy

Shadow Rolls — Return & Refund Policy

Last updated: 1 Oct 2025

✨ Shop with confidence: At Shadow Rolls, if your item arrives damaged or defective, we’ll make it right immediately. You’ll get either a full refund or a free replacement, plus a 20% discount code for your next purchase. No returns required — we take full responsibility so your experience is worry‑free.

1) Return Window

  • You have 30 days from the date you receive your item to request a return.

  • Applies equally to all customers in the U.S & worldwide.

2) Eligibility

To be eligible for a return, the item must be:

  • In the same condition you received it

  • Unworn/unused, unwashed, and unaltered

  • With all original tags/labels attached and in the original packaging

  • Accompanied by a receipt or proof of purchase

For hygiene reasons, the following cannot be returned once opened or if the hygiene seal is broken: underwear, socks, swimwear, and personal care items.

3) Non-Returnable/Final-Sale Items

  • Final sale / clearance items

  • Gift cards

  • Custom or personalized products (e.g., custom name, special orders, monogrammed/printed-on-demand) → No refund, no exchange, no size change.

4) Defective or Damaged Items

  • Simply send us photos of the damaged/defective area + your Order Number.

  • Item must still have tags and be unused.

  • You will receive an immediate full refund OR a free replacement + a 20% discount code for your next order.

  • No need to return the defective item — please keep it as a gift.

5) Start a Return

Email us at support@shadowrolls.com with:

  1. Name (as on the order)

  2. Order Number (#sdrXXXX)

  3. Item(s) you wish to return and the reason

We’ll reply with instructions. Items sent back without first requesting a return will not be accepted.

6) Return Shipping Costs

  • For change-of-mind / wrong size / not as expected: return shipping is paid by the customer.

  • For defects, damage, or our fulfillment error: return shipping is covered by Shadow Rolls.

7) Exchanges

  • The fastest way: Return the item (customer pays shipping), place a new order, then send us the tracking number showing the item was delivered back to us. Once confirmed, we will refund the item cost (excluding shipping fees).

8) Size Exchange

  • Send back the item with a return tracking number.

  • Once confirmed, we will remake and send the new size to you.

  • Custom/personalized products are not eligible for size exchanges.

9) Refunds

  • We’ll email you when your return is received and inspected and let you know if it’s approved.

  • If approved, a refund to your original payment method will be issued within 10 business days.

  • Your bank/issuer may take additional time to post the refund.

  • If 15 business days have passed after approval and you haven’t seen the refund, contact us at support@shadowrolls.com.

10) Packaging & Responsibility

Please pack returns securely. You’re responsible for items until they reach us; we recommend a trackable service for customer-paid returns.

11) Contact

Questions? We’re here to help: support@shadowrolls.com