Refund policy

We want you to be thrilled with your purchase and come back for more. If you're unhappy for any reason, you have 30 days to return your product, as long as it’s in new and unused condition and in its original packaging. You'll need a Return Merchandise Authorization number, so please chat with our friendly Customer Care Team or email us at service@roktandrazo.com.

We don’t offer gift exchanges.

For returns, we’re happy to refund your purchase price, excluding shipping and handling charges. There are no restocking fees. Please note, you are responsible for return shipping costs. We recommend using a carrier that provides tracking information.

Keep your packing list and any emails about your order, as they contain important info. Once we receive your return, we’ll process a refund within 14 business days to your original payment method. Your bank might need extra time to post the refund to your account.

 

Damages and issues
Oh no! We’re so sorry to hear that. If your item was damaged during shipping, please contact our Customer Care Team right away. We’ll need a photo of the damaged item and the packaging. We’ll work quickly to resolve the issue and make sure you get a replacement or a refund.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items)W. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@roktandrazo.com.