Refund & Return Policy

We want you to be happy with your ROKT&RAZO purchase. If something isn’t right, we’re here to help.

This Refund & Return Policy applies to purchases made directly through the ROKT&RAZO website.

30-Day Voluntary Return Policy

In addition to any statutory rights you may have under applicable consumer protection laws, ROKT&RAZO offers a voluntary 30-day return period.

You may request a return within 30 days after receiving your order if the product:

• is unused and in new, resalable condition;
• is returned in its original packaging where reasonably possible;
• includes all accessories, instructions, components and other materials originally supplied with the product; and
• is accompanied by proof of purchase.

These conditions apply to our voluntary 30-day return policy only. They do not restrict any mandatory rights you may have under applicable consumer law, including rights relating to defective, damaged, unsafe, misdescribed or non-conforming products and statutory rights of cancellation or withdrawal.

How to Start a Return

To request a return, please contact our Customer Care Team at service@roktandrazo.com before sending your product back.

Please include your order number and the reason for your return. We will provide return instructions and, where applicable, a Return Merchandise Authorization (RMA) number to help us identify and process your return.

Please do not send products back to us without first contacting our Customer Care Team, unless applicable law gives you the right to return the product without following this procedure.

Return Shipping Costs

For returns made under our voluntary 30-day return policy because you have changed your mind, you are responsible for the cost of return shipping unless we agree otherwise or applicable law requires otherwise.

We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed.

We do not charge a restocking fee for eligible returns.

Original shipping and handling charges are generally non-refundable under our voluntary return policy, except where applicable consumer law requires us to refund them.

Where applicable law requires reimbursement of outbound delivery charges, we will reimburse the cost of the least expensive standard delivery option offered for the order. Any additional cost resulting from your choice of expedited, express or other premium delivery may not be refundable to the extent permitted by law.

Damaged, Defective, Incorrect or Missing Items

If your order arrives damaged, defective or incomplete, or if you receive the wrong product, please contact us as soon as reasonably possible at service@roktandrazo.com.

Please provide your order number and a description of the issue. Where reasonably possible, we may ask you to provide photographs of the product, shipping packaging and any visible damage so that we can investigate the issue promptly.

Depending on the circumstances and applicable law, we may provide a replacement, replacement parts, repair, refund or another appropriate remedy.

Where a product is defective, damaged, incorrect or otherwise non-conforming and applicable law requires us to bear the return cost, we will provide an appropriate return method or reimburse reasonable return shipping costs.

The time limits and product-condition requirements of our voluntary 30-day return policy do not limit statutory rights relating to faulty, defective, unsafe, misdescribed or non-conforming products.

Non-Returnable Items

The following products may be excluded from our voluntary 30-day change-of-mind return policy where permitted by law:

• personalized, customized or made-to-order products;
• gift cards;
• products that cannot reasonably be returned for health or hygiene reasons after being unsealed, where permitted by applicable law; and
• other products specifically identified as non-returnable before purchase where such an exclusion is permitted by law.

These exclusions do not affect any statutory right you may have in relation to defective, damaged, unsafe, misdescribed or otherwise non-conforming products.

Sale and Clearance Items

Sale or clearance items may be excluded from our voluntary 30-day change-of-mind return policy where this is clearly stated before purchase.

This does not affect any mandatory rights available under applicable consumer law. In particular, purchasing an item at a discounted or sale price does not remove statutory rights relating to defective, damaged, unsafe, misdescribed or non-conforming products.

Any statutory cancellation or withdrawal rights that apply to an online purchase also remain unaffected.

Exchanges

We do not currently offer direct exchanges.

For eligible voluntary returns, the fastest way to receive a different product is to return the product you currently have and place a separate order for the new product.

This does not affect any statutory right you may have to request a repair, replacement or other remedy for a defective or non-conforming product.

Gift Purchases

We do not currently offer direct gift exchanges.

If an eligible product was purchased as a gift, please contact our Customer Care Team at service@roktandrazo.com and we will advise you of the available options.

Refunds

Once we receive and inspect an eligible return, we will notify you whether the return has been approved.

If approved, the refund will normally be issued to the original payment method.

For returns under our voluntary 30-day policy, we aim to process approved refunds promptly and normally within 14 calendar days after receiving and inspecting the returned product.

Where applicable consumer law requires a refund within a different period, the legally required period will apply.

Your bank, credit card issuer or payment provider may require additional time to process and post the refund after we have issued it.

If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us at service@roktandrazo.com.

Customers in Germany

If you are a consumer located in Germany, you generally have a statutory right to withdraw from an eligible online purchase within 14 days without giving a reason, subject to applicable exceptions under German and European Union consumer law.

For purchases of goods, the statutory withdrawal period generally begins when you, or a third party designated by you other than the carrier, receives the goods.

To exercise your statutory right of withdrawal, you must clearly inform us of your decision to withdraw within the applicable withdrawal period. You may contact us at service@roktandrazo.com.

After notifying us of your withdrawal, you must return the goods without undue delay and generally no later than 14 days after notifying us.

Unless we agree to pay the return shipping cost or applicable law provides otherwise, you are responsible for the direct cost of returning the goods.

Where required by law, we will refund payments received from you, including the cost of our least expensive standard delivery option. Additional costs resulting from your choice of a more expensive delivery option are not required to be refunded.

We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first, to the extent permitted by law.

You may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning. You may be responsible for diminished value resulting from handling beyond what is reasonably necessary, where permitted by law.

Your statutory right of withdrawal is separate from and in addition to our voluntary 30-day return policy.

Customers in the United Kingdom

If you are a consumer located in the United Kingdom and purchase eligible goods online, you generally have a statutory right to cancel your order without giving a reason.

You generally have 14 days after receiving the goods to notify us that you wish to cancel. After notifying us, you generally have a further 14 days to return the goods.

To exercise this right, please contact us at service@roktandrazo.com.

For an eligible statutory cancellation, we will refund the purchase price and, where required by law, the cost of our least expensive standard delivery option.

Additional delivery costs resulting from your choice of express or another premium delivery service may not be refundable.

You are generally responsible for the direct cost of returning goods when exercising a change-of-mind cancellation right if we have informed you of this obligation, unless we agree otherwise or applicable law requires otherwise.

You may inspect the product in a similar manner to how you could reasonably inspect it in a physical store. Where permitted by law, we may reduce a refund to reflect diminished value caused by handling beyond what is reasonably necessary to inspect the product.

These rights are separate from your legal rights if a product is faulty, misdescribed or otherwise fails to meet applicable statutory requirements.

Customers in Australia

Our products supplied to consumers in Australia come with consumer guarantees under the Australian Consumer Law that cannot be excluded by this policy.

Depending on the nature and seriousness of a problem with a product, Australian consumers may be entitled to a repair, replacement, refund or compensation in accordance with the Australian Consumer Law.

Our voluntary 30-day return period is an additional benefit and does not replace, restrict or shorten these consumer guarantee rights.

The 30-day limit, unused-condition requirement and original-packaging requirement applicable to voluntary change-of-mind returns do not apply where doing so would restrict a remedy available under the Australian Consumer Law.

Australian consumer guarantees may continue to apply after the expiration of our voluntary 30-day return period.

Customers in Canada

Our voluntary 30-day return policy applies to customers in Canada in addition to any mandatory rights available under applicable federal, provincial or territorial consumer protection laws.

Consumer protection requirements may vary depending on the province or territory in which you reside.

Nothing in this policy excludes or restricts any right or remedy that cannot lawfully be excluded under applicable Canadian law.

Customers in the United States

For customers in the United States, our voluntary 30-day return policy applies subject to any additional consumer rights provided by applicable federal or state law.

For eligible change-of-mind returns under our voluntary policy, the customer is responsible for return shipping costs, original shipping charges are generally non-refundable, and we do not charge a restocking fee.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded under applicable federal or state law.

Statutory Consumer Rights

Our voluntary 30-day return policy is provided in addition to your statutory consumer rights.

Depending on where you live, applicable law may provide additional rights relating to cancellation, withdrawal, defective products, product conformity, repairs, replacements, refunds, price reductions or compensation.

Nothing in this Refund & Return Policy excludes, restricts or limits any right or remedy that cannot lawfully be excluded, restricted or limited.

Where applicable consumer law provides greater protection than this policy, those mandatory statutory rights will apply.

Contact Us

If you have any questions about a return, refund or damaged or defective product, please contact us at:

ROKT & RAZO TECHNOLOGY LIMITED
Trading as ROKT&RAZO
Unit 917A, 9/F, Tower A, New Mandarin Plaza
No. 14 Science Museum Road
Tsim Sha Tsui, Kowloon
Hong Kong
Email: service@roktandrazo.com