Refund policy

Rock Website Purchases

We have a 30-day no quibble return policy, which means you have 30 days after receiving your item to request a return. You will however require proof of postage when returning, as we are unable to provide a refund without this receipt.

Rock Retail Store Purchases

If you purchased a product from a retailer and not our website, you will need to contact the retailer to return or exchange. Simply take your product back to the store where you purchased it from with your receipt (please ensure to return to store even if you are within your 1 year warranty). Rock can only offer refunds (where applicable) on products purchased directly from our Rock website.

Return Instructions

To be eligible for a return, your item must be in the same condition that you received it, unopened, unused and in its original re-saleable packaging. We are not able to refund opened goods. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at customerservices@rockaudio.co.uk. Please note that returns will need to be sent to the following address: Rock, 10 Valley Court, Sanderson Way. Middlewich, Cheshire. CW10 0GF. UK

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at customerservices@rockaudio.co.uk

Faulty Products

Inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You have 14 days to do this.

If your item is defective within the warranty period contact us and we will send you a shipping label and you will need to return to the address above. We will test your product and once processed and if it is deemed faulty we will despatch a replacement product to you. (Please note we are only able to send replacements to addresses within the UK, we will only send if your returned product is deemed faulty and if we have stock). Your warranty period starts from the date of purchase.

The exchange warranty only applies to Rock branded products (excluding batteries or products that contain a battery and have a natural shelf-life). Our refund policy only covers the cost of your Rock product only. Rock cannot accept responsibility for the cost of your electronic device, or for the cost of any other products that you own – even where those devices are used with Rock products. If you need any help, please contact us by email.

Exchanges

The fastest way to ensure you get what you want is to return the item you have as stated above, and once the return is accepted, make a separate purchase for the new item.

European Union Orders

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected/tested your return. We will let you know if the refund was approved or not. If approved, you’ll  be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too.  If more than 15 business days have passed since we’ve approved your return, please contact us at customerservices@rockaudio.co.uk.

Refunding Shipping Costs

UK rockaudio.co.uk customers must use our returns labels, which we will email to you. If you do not use this or you are returning an item from outside the UK you are not entitled to a refund on shipping for your order, unless the reason for the return is the fault of Rock in which case we’ll refund the shipping cost.

Rock will not issue a refund under the following circumstances: If you are returning a product from outside the UK. Are in the UK and don’t use our returns label. The product that you are returning has no fault and the reason for the return is simply that you have changed your mind. You have purchased from a store and want to return via this online system.

Shipping refunds will sometimes be considered at the discretion of the Customer Services department if any of the following circumstances occur: You received an incorrect item. You received a damaged item. You received a faulty item. Each instance will be viewed on an individual basis.