RETURNS & EXCHANGES POLICY
RETURNS & EXCHANGES
At Rokka & Rolla Inc., we aim to make sure you are highly pleased with your purchase. Please read the following regarding our returns and exchange policy:
Unworn, unwashed, and undamaged with tags still attached, or defective items may be returned or exchanged within 30 days of purchase. No exceptions will be made after 30 days.
*Please note that items purchased at a 3rd party or re-seller must be returned at those locations and are subject to their return policy*
*This Returns & Exchanges Policy applies to all purchases made through the website rokkarolla.com and any other website(s) or application(s) that directs you to this Returns and Exchanges Policy (collectively, the “Site”).*
RETURNING THE ITEM
Unless the item(s) is originally defective, the sender must be responsible for the shipping cost of returning the purchased item(s) for both returns and exchanges. In the case of a return, the refund will be issued once the item(s) is received and approved to be unworn, unwashed, or defective. In the case of an exchange, we will reship the new item(s) free of charge as a complimentary service.
Please allow 3-5 business days for all refunds to appear on your transaction statement. Shipping charges will not be refunded for any orders in which item(s) had been previously shipped to the customer.
Should you receive a damaged, defective, or incorrect item, contact our Customer Care team via our Contact Form. Once we receive your request, we will be in contact with you to address and resolve the issue.
RETURNED-TO-SENDER & REFUSED PACKAGES
This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
Returned-to-Sender or Refused packages will be restocked and you will be issued a refund back to your original payment method minus the initial shipping charge.
We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
HOW TO START THE REFUND OR EXCHANGE PROCESS
Please follow the email procedure below to begin your refund or exchange process:
- Address the email to firstname.lastname@example.org
- In the subject line, put your order number along with "Return" or "Exchange."
- Indicate the reason for your return or exchange. If you received a defective item, please attach photos of the defective part(s).
- We will respond for approval, and then you may ship the item back to us. For defective items, we will email you a return label.
Rokka & Rolla (Your Name/Order Number)
Return (or Exchange)
13517 Benson Ave.
Chino, California 91710
Returns: You will be notified via email when the refund has been issued.
Exchange: You will be notified via email when we ship the new item(s).
Terms & Conditions: Rokka & Rolla is not responsible for returns until they reach our Distribution Center in Chino, CA. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, Rokka & Rolla will not issue back your refund for the returns.