Refund policy
This Returns & Refund Policy applies to electronic devices, USB cables, chargers, adapters, home security products, smart devices and related accessories purchased from our store.
1. No change-of-mind refunds
We do not offer refunds, returns or exchanges for change of mind, except where required by applicable consumer law.
This means we do not accept returns or provide refunds if you:
- change your mind;
- order the wrong product;
- select the wrong cable, charger, adapter, plug, connector, voltage, wattage or specification;
- purchase an item that is not compatible with your device;
- find the product cheaper elsewhere;
- no longer need the product;
- accidentally purchase the wrong colour, model or version;
- damage the product after receiving it;
- fail to follow the product instructions, safety warnings or compatibility requirements.
Please check all specifications carefully before purchasing.
2. Faulty, damaged or incorrect products
Please inspect your order as soon as you receive it.
Contact us immediately at ritchs@rockincorporated.com if the item is defective, damaged, unsafe, not as described, or if you receive the wrong item.
Please include:
- your order number;
- proof of purchase;
- photos or videos showing the issue;
- a description of the fault or damage;
- confirmation of the device, charger or power source the product was used with, where relevant.
If the product is confirmed to be faulty, damaged, unsafe, not of acceptable quality, not fit for its stated purpose, or not as described, we will provide a remedy as required by applicable consumer law.
Depending on the issue and applicable law, the remedy may include repair, replacement, store credit or refund.
3. Fault assessment
Before approving a refund, replacement or repair, we may require the product to be returned for inspection and testing.
Products sent back without first contacting us may not be accepted.
A product may not be treated as faulty if the issue was caused by:
- misuse, neglect or accidental damage;
- water damage, impact damage or tampering;
- using the wrong voltage, wattage, plug, adapter, charger or power source;
- using the product outside the manufacturer’s instructions;
- unauthorised repairs, modifications or alterations;
- normal wear and tear;
- compatibility issues where the product specifications were correctly listed;
- damage caused by another device, charger, cable, battery or power supply.
4. Return condition
Returned products should be sent back in the same condition as received, with original packaging, manuals, accessories and proof of purchase where reasonably possible.
For electronics, chargers, USB cables and accessories, customers must take reasonable care of the goods while they are in their possession.
We may refuse a return or reduce any refund where the product has been damaged, misused, altered, excessively handled, or returned missing parts, accessories or packaging, except where prohibited by applicable law.
5. European Union 14-day cooling-off period
If your order is shipped to a consumer in the European Union, you may have the right to cancel or return your order within 14 days of receiving the goods, for any reason and without justification.
To exercise this right, you must contact us at ritchs@rockincorporated.com within the 14-day period.
The product must be returned without undue delay and in a condition consistent with reasonable inspection of the goods.
Unless we agree otherwise or applicable law requires otherwise, the customer is responsible for the direct cost of returning goods under the EU cooling-off period.
This right does not apply to all products. Exceptions may include, where applicable, custom or personalised products, sealed software once unsealed, digital content once accessed or downloaded with consent, and other products excluded by law.
6. United Kingdom 14-day cooling-off period
If your order is shipped to a consumer in the United Kingdom, you may have the right to cancel your order within 14 days of receiving the goods without giving a reason.
You then generally have a further 14 days to return the goods after telling us you wish to cancel.
Refunds for valid UK cooling-off returns will be processed within the timeframe required by UK law.
7. United States customers
For customers in the United States, we do not offer refunds or exchanges for change of mind unless required by applicable law or expressly stated by us in writing.
If a product is defective, damaged, not as described, or the wrong item is supplied, please contact us immediately so we can assess the issue and provide an appropriate remedy where required.
If we cannot ship your order within the advertised timeframe, or within the timeframe required by applicable law, we may contact you with the option to accept the delay or cancel the order for a refund.
8. Refund timing
If a refund is approved, it will be processed to the original payment method.
Refunds may take up to 21 days from the date the return is received, assessed and approved, unless a shorter timeframe is required by applicable law.
Your bank, card provider or payment provider may take additional time to make the funds available in your account.
9. Return shipping
If the product is confirmed to be faulty, damaged, unsafe, not as described, or otherwise required to be remedied under applicable consumer law, we will handle return shipping costs as required by law.
If the product is inspected and found not to be faulty, or the issue was caused by misuse, incorrect use, damage, incompatibility or customer error, the customer may be responsible for return shipping costs.
10. Sale items and gift cards
Sale items are not eligible for change-of-mind returns unless required by applicable law.
Gift cards are non-refundable except where required by applicable law.
Nothing in this section limits any statutory rights you may have for faulty, damaged, unsafe or misdescribed goods.
11. Compatibility disclaimer
For USB cables, USB-C chargers, adapters, electronic accessories and smart devices, compatibility depends on your device, charging standard, cable rating, wattage, voltage, connector type and software or hardware requirements.
It is the customer’s responsibility to check compatibility before purchase unless we have provided specific written advice confirming suitability for your device.
If you are unsure whether a product is suitable, please contact us before placing your order.
12. Home security and monitoring products
Home security devices, cameras, trackers, alarms, sensors, recording devices and related products must only be used lawfully.
The customer is responsible for ensuring that use of any security, recording, tracking or monitoring product complies with all applicable privacy, surveillance, consent and property laws in their location.
We are not responsible for unlawful, unauthorised or improper use of any product after purchase.
13. Consumer law disclaimer
Nothing in this policy limits, excludes or restricts any rights you may have under applicable consumer protection laws, including laws relating to faulty, damaged, unsafe, misdescribed or non-conforming goods.
Where this policy conflicts with mandatory consumer law, the law will apply.