Return & Exchange Policy

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We hope your new purchase has you dancing with joy—but if it misses a step, our easy return policy is here to keep things moving smoothly! Product can be returned or exchanged within 30 days from the purchase date. Please note conditions apply in order for your return or exchange request to be approved.

  • Product must be new, unused, and in saleable condition - Dance Bags must have the tag still attached. 

  • All products must be returned back to their original packaging. This includes the plastic wrapping and original shipping box. Rac n Roll will not be responsible for providing you a box.

  • Minorly Imperfect Bags and Minorly Imperfect Accessories are Final Sale and cannot be returned or exchanged.

  • If your item has been customized, embroidered, or altered in any way this will make the item(s) a final sale and cannot be returned or exchanged.

  • Purchases must be made from either racnroll.com or racnroll.ca. If you purchased from a retailer unfortunately we’re unable to approve a return or exchange. We would suggest reaching out directly to that retailer for next steps.

  • We require a photo of the item(s) you are returning as well as the order number from the original purchase. Please visit our returns centre here and see the steps below for how to submit the return request.

  • Returns must be initiated within 30 days of delivery, as we’re unable to process requests beyond that timeframe.

    • Please note the 30 days can vary depending on our Holiday Return Policy.

Customers are responsible for returning item(s) at their own expense. A standard return fee of $50 applies to dance bags and $15 for accessories, which will be deducted from your refund amount. This standard fee will cover the cost to ship back the item(s) as well as provide you with a shipping label. Please note, the final refund will be less than the original purchase price due to these fees. If you would prefer to ship back the item(s) with your own carrier, please reach out to our team (team@racnroll.com) to provide a copy of the shipping label/tracking number for our team to track the shipping progress. 

 

Exchanges

We handle exchanges just like returns. Simply check that your item fits within our 30 day return window, then go ahead and place a new order for the item you’d like instead. Standard shipping rates will apply to the new order—but we’ll make sure it’s on its way to you in no time! Original shipping charges will not be refunded on the return order. 

 

Damaged Upon Arrival

If you receive your order and the item is damaged please reach out to our customer service team with photos of the item/issue as well as the original order number within 15 days of receiving your order. If the order was purchased during our Holiday season, please ensure you reach out to our team within 30 days of receiving your order. Our Holiday return policy will be available on our website.


 

How to Submit a Return Request

Please visit our returns centre here. From there you will need to input your order number and the email address used for the order for our system to pull up your order. You will choose the item(s) you are returning and select the return reason. You are required to include a photo of each item you are returning. Please provide the following photos:

  • A clear picture of the item. Please ensure this is a picture of the full item.

  • For dance bags, we will need a photo of the full bag with the tag present as well as a photo of the inside of the dance bag. 

Your return request will be rejected if you upload the following photos:

  • A screenshot of the item from our website or from your order confirmation email.

  • A blank screenshot.

  • A blurry photo, our team must confirm the item in the picture matches the order.

  • No photo submitted.

Please allow 1-2 business days for our team to review the request (please note during our peak season the approval times can be longer and our office is not open on the weekends). Once our team has reviewed your request and the information provided aligns with our policy, you will receive an email confirmation confirming the request has been approved and your shipping label will be sent via email. Please note the return must be sent back within 30 days. If the return has not been delivered back to our warehouse within that timeframe, the request will be rejected. 

Refunds will be issued to the original method of payment only. Once the order has been received and quality checked by our team, you will receive an email confirmation confirming the refund has been issued. Please allow 3-5 business days for this to reflect on your bank statement.


 

Misuse of the Return Policy

Our Return and Exchange Policy is designed to help ensure customers receive the product that’s right for them. Under specific circumstances, we may limit or suspend return privileges at our discretion if we notice patterns that fall outside of our policy. This can include things like frequent or excessive returns, items returned in used or non-original condition, non Rac n Roll items, or general misuse of the policy. We reserve the right to amend this policy at any time at our discretion.


 

Rac n Roll 2024 Holiday Return & Exchange Policy

All orders purchased after November 1st, 2024 are eligible for a return or exchange until January 31st, 2025. Please ensure you are still following the return & exchange guideline listed above. All product must be in unused, new condition with tags present for the return or exchange to be approved. You must have the original packaging to send back the item, this will include the plastic wrapping for all dance bags and the original shipping box.