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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
