Returns & Size Exchanges

We are happy to offer exchanges, returns and size swaps. Because we know it can be tricky to order online, your first size swap or exchange is free (we'll cover the courier costs). After that, shipping costs may be the responsibility of the customer.

Use the Exchange Portal to log to return request. 

Return Eligibility

To qualify:

  • Requests must be submitted within 30 days of delivery.

  • Items must be unused and in their original condition.

  • Items must be returned with the original box and packaging. Please do not write on / mark the box or packaging. 

  • Items must contain your name and/or order number inside the box or packaging. Our warehouse staff need to be able to link the returned product with your order. 

Need Help?

If you're have any questions regarding a return, please contact us at hello@roamstore.co.za and we'll be happy to help.

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 and undamaged. Please do not write on or damage the shoe box. 
  • The item shows no signs of wear, washing, damage, or outdoor use
  • Items must contain your name and/or order number inside the box or packaging. Our warehouse staff need to be able to link the returned product with your order. 

Return Shipping

Your first return is on us (we'll cover the shipping costs). Following that, unless the item is faulty or incorrect, return shipping costs may be the responsibility of the customer. We recommend using a tracked courier service, as ROAM cannot be held responsible for returns lost in transit.

Please address manual returns to: 

Maitland Business Park
Unit 19
5 Mowbray Road, Maitland
Cape Town
7405

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 may be repaired, replaced, or credited.

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.

We'd love you to shop on ROAM, but please remember you're under no obligation to purchase from this store and are most welcome to find another retailer if any of the terms above do not meet your approval. If you have a concern please reach out to us and we'll be happy to see where we can help!