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Return & Refund Policy

 Return Policy

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is canceled, you will get a full refund. We cannot cancel the order if the product is already shipped out.
If you want to cancel the order, please contact us at Brand@rockpals.com first, and write the subject of the email: Cancel Order.

Returns (if applicable)

Customers have the right to apply for a return within 14 days after delivery of the product.
Must be eligible for a return; your item must be unused and in the same condition that you received it. It must also be in the original packaging. The packaging and accessories of the product and products must be intact. If the unpacking marks are severe, the product is damaged or scratched, and the various accessories and manuals in the package are lost, we will not refund you.
If you want to return the product, please pick up the package first. Then contact our customer service email: Brand@rockpals.com to obtain a return label; we do not accept return packages without a return label.
Please note that a double return shipping fee may be deducted from the final return if you directly reject the products.

Notes

Custom-order or personalized items do not have a right to return & refunded.
For more than 14 days, it is not a product quality issue, and we do not accept the return refund requested by the customer.
It is not a product quality issue within 14 days; we'll charge the 10% handling fee (5% for transaction fee+5% for return restocking fee) + shipping cost.
For quality issues within 14 days, we will give you a refund or one-time free replacement after receiving the goods.
For quality issues of more than 14 days, apply to the warranty policy.


Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at brand@rockpals.com.

If you have any questions, please feel free to contact us at brand@rockpals.com.