What is covered in the guarantee?
All Rockay products are covered under our Product Lifetime Guarantee and we are aware that from time to time faults can appear. Should a product fail due to manufacturing defects in workmanship and/or materials, or a genuine fault, we will free of charge replace the product at our discretion. If it’s no longer available, we’ll replace with an alternative from our current range that’s as close to it as possible.
What is not covered in the guarantee?
Our guarantee covers genuine manufacturing faults or defects only and does not cover normal wear and tear. To help clarify what this means, here’s a few pointers of things that wouldn’t be covered:
- 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, odours and stains aren’t covered.
- Damage caused by misuse or alteration of the product.
- Any consequential loss or damage resulting from a fault.
- Second hand items. Unfortunately, our guarantee covers only the original owner.
- Poor aftercare: your product should be cared for and properly maintained.
just 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 the shipping charges to return the products to our warehouse. Rockay will pay to send a new replacement to the customer.
At Rockay we prioritize our customer service. We will do everything in our power to process returns 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 had with our products. We are working directly with our factories 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, Upon request. 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 & taxes even though you have paid for them already.
As 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 us ([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 Products used every day will degrade faster than someone who only wears their product once or twice per year. Eventually every product will begin to show signs of age, and we take this into consideration when assessing your warranty request. It may be that your product has simply reached its practical lifetime and is time to be replaced, and we hope you will continue to trust Rockay Performance Wear.
Terms and conditions?
- For 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 & 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.
