Get Up to 15% OFF From Now Till July 10
Warranty and Returns

Warranty

Limited Warranty

Rockpals Inc. warrants to the original consumer purchaser that the Rockpals product will be free from defects in workmanship and material under normal consumer use during the applicable warranty period identified in the ‘Warranty Period’ section below, subject to the exclusions set forth below. This warranty statement sets forth Rockpals’ total and exclusive warranty obligation. We will not assume, nor authorize any person to assume for us, any other liability in connection with the sale of our products.

Warranty Period

The warranty period for Rockpals power products is 24 months. In each case, the warranty period is measured starting on the date of purchase by the original consumer purchaser. The sales receipt from the first consumer purchase, or other reasonable documentary proof, is required in order to establish the start date of the warranty period.

Remedy

Rockpals will repair or replace (at Rockpals’ option and expense) any Rockpals product that fails to operate during the applicable warranty period due to a defect in workmanship or material. If a valid claim is made during the applicable period, Rockpals, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal value. A replacement product assumes the remaining warranty of the original product, whichever is greater. Customer is responsible for the return shipping costs.

Limited to Original Consumer Buyer

The warranty on Rockpals’ product is limited to the original consumer purchaser and is not transferable to any subsequent owner.

Exclusions

Rockpals’ warranty does not apply to (i) any product that is misused, abused, modified, damaged by accident, or used for anything other than normal consumer use as authorized in Rockpals’ current product literature, or (ii) any product purchased through an online auction house. Rockpals’ warranty does not apply to the battery cell unless the battery cell is fully charged by you within seven days after you purchase the product and at least once every 3 months thereafter.

How to Receive Service

To obtain warranty service, contact our customer service team at brand@rockpals.com.

Returns

Purchased but not shipped (Cancelation):

Your order will be issued as soon as possible after your purchase within 12 hours, so you will be charged a 5% processing fee once cancelled. We accept only order canceled by Phone Call US (877)756-8666 rather than e-mail.

Package has been delivered (Unused):

  • Within 30 days of receipt of your order, you may return the unused product(s).
  • To be eligible for a return, the package must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
  • Customers are responsible for return shipping costs. If you want to call back the package, you would be charged the higher cost of the call-back shipping fee.
  • And you will be charged up to a 25% restocking fee. (this is withheld from refund)

    Used products:

    • We do not offer returns except in EXTREME cases of breakage/malfunction.

    • The customer must email to brand@rockpals.com for a return authorization prior to send any product back to Rockpals. Or the refund and replacement will not be issued and the customer has to pay the shipping fee to get the item returned if it’s over 30 days of receipt, or sacrifice the item.

    • If your approved return passes our inspection, you may receive a replacement or a refund. You can send the item back to our warehouse below:

    • Lily/Yuan Zhao

    • 13901 Yorba Ave

    • Chino, CA 91710

    • 3125208980

    • Please send us a notification after you ship the item out and you need to provide a tracking number. Once we receive the item you sent and check out that the item is in good condition, we will replace or refund you. This will be issued in 2 days.

    • If your order is over 6 months, there is only a 50% refund or renew replacement arranged and we are never responsible for maintenance fees you pay to the third party.

    Late or missing refunds

    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 yet, please contact us at brand@rockpals.com.

    Shipping Damage Claims

    We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide the photo or video to brand@rockpals.com. Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of products.

    Package Stolen or Shipped Wrongly

    • Mostly, our shipping service is the UPS, which always leaves your package at the door and there is a risk of stolen. Once you find out the package is stolen, please contact the local police to investigate the issue and offer the receipt of the police to us for a claim. We’d suggest you add signature service to avoid this case.

    • Once you find out that your package would be sent to the wrong address after the tracking number is updated, please call us US (877)756-8666 at the first time and we’d ask the UPS to change it before it’s delivered. Notice: we will not accept Missing Package Claims later than 14 days.

    Promotion/Discount Different Price Not Approved

    Once your order is processed within 12 hours, there isn't any discount difference price to refund. Every refund would be charged 5% handle fee of total order amount.