Roverland
Shipping, Returns
& Refunds Policy
Shipping & Delivery
1. Where we ship
Roverland ships worldwide. Shipping availability and costs are calculated at checkout based on your delivery address and the weight/dimensions of your order.
2. Carriers
We ship using the following carriers depending on destination, parcel size, and service availability:
-
DPD
-
DHL
-
UPS
-
Bpost
-
FedEx
-
PostNL
The carrier used for your order will be confirmed in your shipping notification email, along with a tracking number.
3. Delivery Timeframes
Estimated delivery timeframes are provided at checkout and in your order confirmation.
These are estimates only and are not guaranteed. Roverland is not responsible for delays caused by carriers, customs clearance, public holidays, or other circumstances outside our control.
4. Customs, Import duties & Taxes
For deliveries outside the European Union, your order may be subject to customs duties, import taxes, or other charges levied by the destination country. These costs are not included in our prices and are the sole responsibility of the recipient.
We are not able to predict or control customs delays. If a parcel is refused or undeliverable due to unpaid duties, return shipping costs may be deducted from any refund issued.
5. Damaged or Lost shipments
If your order arrives damaged or does not arrive within a reasonable time after the estimated delivery date, please contact us within 7 days of the expected delivery date at info@roverland-expedition.be with:
-
Your order number
-
Photos of the damaged packaging and/or product (for damaged shipments)
-
A description of the issue
We will work with the carrier to investigate and resolve the issue as quickly as possible.
Returns
1. EU Right of Withdrawal - Standard Products
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, in accordance with EU Directive 2011/83/EU.
To exercise your right of withdrawal:
-
Notify us in writing at info@roverland-expedition.be before the 14-day period expires. Include your name, order number, and the item(s) you wish to return.
-
Return the item(s) to us in their original, unused condition and packaging within 14 days of notifying us.
-
We will process your refund within 14 days of receiving the returned item(s).
Return shipping costs are your responsibility unless the item is defective or we made an error with your order. We recommend using a tracked shipping service, as we cannot be held responsible for returns lost in transit.
2. Custom & Made-to-Order Items
Custom-built products, made-to-order items, and personalised goods are exempt from the EU right of withdrawal under Article 16(c) of EU Directive 2011/83/EU.
These items cannot be returned or exchanged unless they arrive defective or differ materially from what was agreed. If you believe your custom order does not meet the agreed specification, please contact us within 14 days of receipt.
The 30% deposit paid on custom projects is non-refundable once work has commenced. See our full Terms & Conditions at https://www.roverland-expedition.be/terms for details.
3. Items Not Eligible for Return
The following items cannot be returned unless defective:
-
Custom-built or made-to-order products
-
Personalised or engraved items
-
Items that have been installed, used, or modified
-
Items returned without original packaging or in a condition that prevents resale
-
Gift cards and digital products
Refunds
1. Refund Processing
Approved refunds are processed within 14 days of us receiving the returned item and confirming its condition. Refunds are issued using the same payment method used for the original purchase, unless otherwise agreed.
We reserve the right to deduct any diminished value of the returned item if it has been handled beyond what is necessary to assess its nature, characteristics, and functioning.
2. Partial Refunds
In some cases a partial refund may be offered, for example:
-
Items returned in a condition that shows use beyond what is needed to assess them.
-
Bundles or kits where only part of the order is returned.
-
Orders where original packaging is missing or damaged.
3. Incorrect or Defective Items
If you receive a defective or incorrect item, please contact us within 14 days of receipt at info@roverland-expedition.be with your order number, a description of the issue, and photos where possible.
We will arrange a repair, replacement, or full refund at no additional cost to you, including return shipping where applicable.
4. Warranty Claims
Defects that appear after the initial 14-day period may be covered under your statutory 2-year legal guarantee or our Limited Lifetime Warranty for Roverland-developed products. See our full Warranty Policy at https://www.roverland-expedition.be/warranty.
