At Roctma, we prioritize your satisfaction with every purchase. If, for any reason, you are not completely satisfied with your order, we offer a 28-day return policy from the date of delivery.
To initiate a return, please contact our customer service team at [email protected] within the 28-day window. Kindly provide your order number, the reason for the return, and any relevant information to expedite the return process.
Upon authorization from our customer service team, we will provide you with a return shipping label. Please ensure that the items are securely packaged, including all original packaging and accessories, and affix the shipping label to the outside of the package. It’s important to note that we are not liable for any damage incurred during the return shipping process, so we recommend using a secure and insured shipping method.
Once we receive your return, we will inspect the items to ensure they are in their original condition with all packaging and accessories included. If the items meet the required criteria, we will issue a refund to your original payment method. Please allow up to 3-5 days for the refund to be processed, depending on your payment method.
In the event that the returned items are found to be damaged or missing accessories, we reserve the right to deny the return or charge a restocking fee of up to 20% of the original purchase price.
Please note that the following items are not eligible for return:
- Gift cards
- Personalized or customized items
- Clearance items
If you have received a damaged or defective item, please contact our customer service team immediately at [email protected]. We will promptly assist you in resolving the issue. Please be aware that we may require photographic evidence of the damage or defect to facilitate your request.
If we are unable to provide you with a replacement item, a refund will be issued to your original payment method, including any applicable shipping fees. If you choose to return the item, we will provide you with a return shipping label.
Please note that we do not offer exchanges at this time. If you wish to exchange an item, you will need to initiate a return and place a new order for the desired item.
Shipping fees are non-refundable, except in the case of damaged or defective items. If your order qualified for free shipping, the cost of shipping will be deducted from your refund amount.
For any questions or concerns regarding our return policy or the status of your return, please do not hesitate to contact our customer service team at [email protected]. We are dedicated to providing excellent service and ensuring your satisfaction with your purchase.
Thank you for choosing Roctma for your shopping needs. We value your business and look forward to serving you in the future.