OUR
ROCKSOLID
GUARANTEE

We’ve put a lot of time and investment into developing our products, and as such, we stand by each and every one that we make. Our goal is to ensure that every customer who purchases from Rockay is 100% happy. We want you to perform to the highest standards, the same as what we believe our products are produced to – that’s why every one of our products is backed with a trusted ROCKSOLID GUARANTEE.

Activate Your Guarantee

If you have any defects or faults in the life of your Rockay product(s), sign in to your account, fill-in the form below and attach a picture of your damaged or faulty product, as well as a brief description of what is wrong, and we will take it from there. Alternatively email [email protected] with the details.

Thank you. Your form has been sent.
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What is covered in the guarantee?

All Rockay products are covered under our ROCKSOLID GUARANTEE and we are aware that from time-to-time faults can occur. Should a product fail due to manufacturing defects in workmanship and/or materials, or a genuine fault, we will replace the product at our discretion free of charge. If that specific product is no longer available, we’ll replace it with an alternative from our current range that’s as close to it as possible.

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How Long Is The Apparel And Accessories Guaranteed?

All Rockay Apparel and Accessories are backed with our ROCKSOLID GUARANTEE for one year. Make sure to retain your proof of receipt including the order date to ensure we can process your claim. All products that fall under the Apparel and Accessories categories apply.

How Long Are The Socks And Sleeves Guaranteed?

All Rockay Socks and Sleeves are backed with our ROCKSOLID GUARANTEE for an entire lifetime! Even with this lifetime coverage we will require proof of receipt to process your claim. All products that fall under Socks and Sleeves categories apply.

What’s Not Covered In The Guarantee?

Our ROCKSOLID GUARANTEE covers genuine manufacturing faults or defects only, and does not cover normal, everyday wear and tear. The following reasons are not eligible for a guarantee claim:

  • Wear and tear: anything that’s reaching or has reached the end of its serviceable life.
  • Accidental damage: whether it’s caused by you or someone else – this includes rips, cuts, scuffs, tears, abrasions, odors and stains.
  • Damage caused by misuse or alteration of the product.
  • Second hand items: our guarantee is only covered for the original owner who authorized the payment.
  • Poor aftercare: your product should be cared for and properly maintained using on-site washing instructions and guidelines.
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FAQ
How Do I Activate My Guarantee?
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Send us an email at [email protected] with your order number, a picture of your damaged or faulty product and a brief description of what is wrong and we will take it from there.

Who Pays For Shipping Costs?
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The customer pays for the shipping charges to return the product(s) to our warehouse. Rockay will cover the cost of sending a replacement(s) to the customer.

What Should I Expect From The Refund And Exchange Process?
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At Rockay we prioritize our customer service. We will do everything in our power to process ROCKSOLID GUARANTEE claims as quickly as possible.

We also really care about our products and how we can make them better. Please send over a photo and/or description to help us identify any issues you have had with our product(s). We liaise daily and directly with our supply-chains and production to improve our products.

Why Haven’t I Received My Refund Or Replacement Yet?
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For refunds it can take up to 14 business days. Standard warehouse processing applies to all exchanges, and we ship out replacements/exchanges using a 2-10 business day shipping service.

What If The Product I Want To Exchange Is Out Of Stock?
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If a specific product is out of stock, we will replace it with a similar color/style or another product of similar value. We will always discuss that with our customer to offer a solution we think are the best ones for you.

Do I Need To Pay Duty & Taxes On Replacement Orders?
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It depends on your country. There might be additional duty and taxes even though you have paid for them already. As a rule of thumb, if you have paid any duty fees on your original order, you will have to pay for your replacement shipment as well. US, EU, CA orders are always shipped without duty fees. Contact [email protected] if you are unsure whether you will have to pay any duty fees.

Is Normal Wear And Tear Covered?
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We manufacture every product to meet our superior standards, but no matter how carefully you use and care for your Rockay product, nothing lasts forever.

Performance-type products used every day will degrade faster than those only worn a handful of times. Eventually every product will begin to show signs of age, and we take this into consideration when assessing your claims request. It may be that your product has simply reached its ‘shelf-life’ and it’s time to be replaced.

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With the polygiene anti-odor technology, the need to wash your socks/sleeves should be far and few between. However, if you do find yourself in need of a wash, here are some tips to keep in mind:
Product Care
Do Not Iron
Do Not dry clean
Machine Wash at 30°C
Do Not Tumble Dry
Do Not bleach
Do Not use softener

Terms And Conditions

  • For product refunds it can take up to 14 business days.
  • We do not refund additional shipping options purchased at checkout.
  • Unfortunately we will not be able to refund any duties and taxes paid by you.
  • Standard warehouse processing applies to all exchanges, and we ship out replacements/exchanges using a 2-10 business day shipping service.
  • If a specific product is out of stock, we will replace it with a similar color/style or another product of similar value.

An important note for our customers in the UK.

UK customers your order from Rockay is duty-free, despite changes to agreements with the EU. You do not have to pay any fees to receive your delivery, contrary to any messaging you may receive from a courier service.
Rockay Rewards$0.00
Welcome to Rockay Rewards:
faq
Rockay Rewards
Bonus
Shop at Rockay.com!
Earn 10% back on every purchase to be applied towards future orders
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FAQ
FAQ:
We value loyal customers!
We have created a loyalty program in order to reward customers who enjoy using Rockay products on a regular basis. We grant 10% credit for every purchase you make in our shop to use for your future purchases.
How to join the Rockay Rewards?
Customers with Rockay accounts are automatically enrolled. If you do not have an account, join Rockay.com today by clicking here to create your account. It is absolutely free!
How to earn credit?
You will earn 10% credit on every purchase you make in Rockay shop. Purchases made with a gift card will not add points to your account.
How to redeem rewards?
You can use your credit at any moment for any purchase. There is no minimum amount that you can use.
How to use rewards?
Rewards are given to you as credits. You can tick the box at checkout to apply your credits on any order you want.
Can I use Rockay Rewards together with other coupons and/or promotions?
Rockay Rewards' credits cannot be used in conjunction with other coupons and discounts.
Who are referrals?
Your friends will receive a 10% discount off their first order and you will receive 10% of the value of your friend’s purchases, credited to your Rockay Rewards balance. You can send your personal code to any number of friends, but only the first 10 to place an order will receive the discount.
Want a Restock? We will have this item in the inventory soon! Let us know that you want to have it by entering your email, and we'll contact you when we get this item in stock!