Exchange and return
When there is something wrong with the product, delivery or if you are not satisfied with the product and/or delivery, there is an option to return or exchange the product. You will receive a new product, a refund or a voucher with the same value as the purchase you made.
Before returning products, you need to apply for a return request. You can do this quick and easily by using this retour request form. You will receive an e-mail with a copy of your request. Add this copy and the invoice send it together with your product. If you send us the product without the copy of your request, it will take longer to finish your request.
How do I return/exchange?
It is always possible that a product/delivery is not to your liking. No problem, you can return or exchange your product within 14 days after you received your order. Just follow the next steps below.
Step 1. Requesting a return request
- Download the retour request form, print it out and fill in.
Step 2. Fill in data and information
- Fill in your contact details
- Fill in your product details
- Specify why you want to return/exchange your product. If you want to exchange your product with another product, indicate what product that is.
Step 3. Check your request
- Check if your request is complete and filled in correctly.
Step 4. Sending your request
- Send your request together with the product and (a copy of) the invoice.
Step 5. Return shipping product
- Send the product, together with (a copy of) the invoice and your request in a solid package to:
Rokxshop attn. retour request
2661 JL Bergschenhoek
Rokxshop.com isn’t liable for damaged or lost goods by returning. Returning a product is at the risk of the buyer. Always ask for a ‘track-and-trace’ code to follow the progress of your shipment.
When is it allowed to return/exchange my product?
To return/exchange the product should meet the following conditions:
- The product should be returned within 14 days. This period starts the day you received your order.
- The product should be returned in it’s original condition and, if possible, in its original packaging.
- The product is not used and does not show marks of use.
- The (copy of the) invoice and the request are added to the shipment.
Products that can’t be returned/exchanged:
- Products that are specifically made/prepared at the request of the customer.
- Products that are ordered by the customer by the supplier and does not occur our standard range (available online).
- Products that are damaged or shows marks of use.
- Aspects of the products being changed by third parties.
Rokxshop attn. retour request
2661 JL Bergschenhoek
Once we received the returning product, we will get you notified by e-mail. Rokxshop.com is not liable for damaged or lost goods by returning. Returning of the product is at the risk of the buyer. Always ask for a ‘track-and-trace’ code to follow the progress of your product.
The costs for returning a product must be paid by the customer, unless we have not delivered the right product. In that case, Rokxshop.com will repay the shipping costs to you. We will always refuse to return/exchange a product that isn’t prepaid or stamped by the mail service. By returning your package please always mention your bank account number, so we are able to refund the shipping costs.
Returning large products:
If you want to return a product which is larger than you can send by a normal parcel service, please contact us via 0031 (0)10 5214333 or via firstname.lastname@example.org, we will help you out.
3 options for returning your product:
Once we assessed and processed your request, there are 3 options for returning your product:
- You will get a refund, this will be transferred within 10 working days, after we have processed your return request.
- You will receive a voucher with the same value as your order (to be spend at Rokx Shop or Rokxshop.com)
- You will exchange the product. By exchanging the product there will be another 3 options, which you will see below.
You can choose out of these options making your choice at ‘return request’.
Refund by returning your product: If you want a refund, you have to choose this option at ‘return request’. Don’t forget to mention your bank details.
Voucher by returning your product: You can choose from two different vouchers.
- Rokxshop.com voucher: this voucher is valid for 1 year and can only be used online.
- Rokxshop voucher: this voucher is valid for 1 year and can only be used in our store in Bergschenhoek.
Exchanging products: If you want to exchange your product, there are 3 options:
- Your exchanging product has the same value as your order, there will be no settlement.
- Your exchanging product is cheaper, the difference will be paid as a voucher or the customer will get the difference as a refund.
- Your exchanging product is more expensive, the difference will be charged to the customer. The difference must be paid first before Rokx Shop will sent the exchanging product to the customer. Additional requirements for exchanging products has the same conditions as returning a product.