Returns and refunds policy

Return and Refund Policy

Last updated: 25/11/2024

At ROC Commerce SNC, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, you have the option to return your item under the conditions detailed below.

1. RETURN CONDITIONS

You can return a product within 14 days from the date of receipt of your order. To be eligible for a return, the product must meet the following conditions:

• Be in its original condition, unused, undamaged, and in its original packaging.
• All accessories, manuals, and other included items must be returned.
• For hygiene reasons, certain items such as personal care products or underwear cannot be returned.

Any return that does not meet these conditions may be refused.

2. RETURN PROCEDURE

To initiate a return, please follow these steps:

1. Contact our customer service at [email address], providing your order number, the product concerned, and the reason for the return.
2. Once your request is approved, we will provide you with the return address and detailed instructions.
3. Carefully pack the product and ship it to the provided address.
4. Keep proof of shipment until we confirm receipt of your return.

Return shipping costs are the responsibility of the customer, except in cases of our error (defective product, shipping mistake, etc.).

3. REFUND

Once your return has been received and inspected, we will notify you of its approval or rejection.

• If the return is approved, a refund will be processed to the original payment method within 7 to 14 business days.
• Initial shipping costs are non-refundable unless the return is due to our error.
• If your return is rejected, we will send the item back to you.

4. EXCHANGES

We only replace items if they are defective or damaged. If you need an exchange for the same product, please contact our customer service at [email address].

5. EXCEPTIONS

Some items are neither returnable nor exchangeable:

• Customized or made-to-order products.
• Gift cards.
• Opened sealed products for hygiene reasons.

6. CONTACT

For any questions regarding our return and refund policy, you can contact us at [email address].

Thank you for your trust and understanding!

The ROC Commerce SNC Team.