Warranty & Returns
We stand behind the products we choose to stock. Every item on ROAM has been selected for performance, durability, and long-term value. We work closely with our brands and distributors to ensure that genuine manufacturing faults are handled fairly and efficiently.
Returns
If you are not satisfied with your purchase, you may return eligible items within 30 days of delivery, provided that:
- The item is unused and in original condition
- All tags, packaging, accessories, and documentation are included
- The item shows no signs of wear, washing, damage, or outdoor use
- The product is returned in suitable protective packaging
Returns that do not meet these conditions may be refused.
Return Shipping
Unless the item is faulty or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a tracked courier service, as ROAM cannot be held responsible for returns lost in transit.
Exchanges
We offer exchanges on eligible items subject to stock availability.
If you require a different size, colour, or product variation, please contact us as soon as possible after receiving your order.
Exchange items must meet the same condition requirements outlined above.
Faulty or Defective Products
If you believe your product has a manufacturing fault, please contact us immediately with:
- Your order number
- A description of the issue
- Clear photographs showing the fault
Products deemed defective through normal intended use will be repaired, replaced, or credited in accordance with South African consumer protection laws and the relevant supplier or brand warranty policies.
Please note:
- Normal wear and tear is not considered a manufacturing defect
- Damage caused by misuse, accidents, improper care, modifications, or incorrect sizing is not covered
- Some products may need to be assessed by the local distributor or manufacturer before a claim can be approved
Warranty processing times may vary depending on the brand and supplier involved.
Footwear & Sizing
We strongly encourage customers to consult sizing guides before purchasing footwear or technical apparel.
Footwear that has been worn outdoors or shows signs of use cannot be returned for sizing-related exchanges or refunds.
Non-Returnable Items
For hygiene and safety reasons, the following items may not be returned unless faulty:
- Nutrition products
- Opened body products, such as SNB
- Socks, underwear, or intimate apparel
- Bottles and bite valves
- Gift cards
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within a reasonable timeframe. Shipping costs are non-refundable unless the return is due to a fault or fulfilment error.
Consumer Rights
Nothing in this policy limits your rights under the Consumer Protection Act of South Africa.