Refund policy

At ROCKBROS, we’re committed to creating a smooth and satisfying shopping experience. That’s why we offer a straightforward 30-day return and exchange policy for all eligible purchases.

All return or exchange requests must be made within 30 days of receiving your item. The timeline begins on the date of delivery and ends on the date you first report the issue to us.

 

📦 30-Day Return Policy

You have 30 days after receiving your order to request a return or exchange.

🔄 Return & Exchange Procedure

• Contact our customer service team at contact@rockbrosus.com with your order number and a brief explanation of the issue. If your request involves a damaged or defective item, please attach clear photos of the issue.
• Wait for our team to provide return authorization, instructions, and the correct return address.

⚠️ Please do not return items to the address on the original package. Unauthorized returns will not be accepted and may delay processing.

• Returns will be processed within 5 business days after we receive your item(s). Please note that payment processing is handled by your bank or credit card provider, and it may take 5–7 additional business days for the funds to be reflected in your account.

🚚 Return Shipping Costs

Our return policy covers the following scenarios with ROCKBROS covering all return shipping costs:

• You received the wrong item.
• The item is damaged or defective.
• The product has clear quality issues.

For returns or exchanges due to the following reasons, the customer is responsible for the return and exchange shipping costs:

• Ordering the wrong size.
• Change of mind or personal preferences.

✅ Simply put: if the issue is on our side, we’ll cover the return shipping. If it’s a customer-related reason, the shipping costs will be your responsibility.

 

✅ Condition of Returnable Items

To be eligible for return, your item must be:

• Unused, unworn, and unwashed
• Undamaged and in its original condition
• With original tags and packaging attached
• Hygiene seals or stickers (if applicable) are intact

Items that do not meet these conditions or that are clearly marked as non-returnable will not be accepted. Free gifts cannot be returned or exchanged.

 

🚫 Non-Returnable Items

We do not accept returns or exchanges on the following:

• Final sale items
• Gift cards
• Personalized or custom-made products
• Intimate apparel (such as underwear or padded liners)

💸 Refund Processing

• Refunds will be issued to your original payment method within 5–7 business days of receiving and inspecting your return.
• Please allow an additional 5–7 business days for your bank or credit card provider to post the funds.
• If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at contact@rockbrosus.com.

🔁 Exchanges

To ensure faster service, we recommend returning the original item first. Once your return is accepted, you can place a new order for the item you’d like instead.

 

🛠 Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If you receive a damaged, defective, or incorrect item, please contact us at contact@rockbrosus.com within 72 hours of delivery so we can resolve the issue promptly.

 

❓ Still Need Help?

We’re here for you. For any questions about returns, refunds, or exchanges, feel free to reach out to our customer service team at contact@rockbrosus.com.