0130-day return window

You may request a return within 30 calendar days of receiving your order. To be eligible for a change-of-mind return, items must be:

• Unused, unworn and in the same condition in which you received them;
• In their original, undamaged packaging, with any seals, tags and protective wrapping still intact;
• Complete, including all accessories, manuals, free gifts and components that were supplied with the product.

Returns requested after 30 days, or for items that are not in a resalable condition, may be declined or may be eligible only for a partial refund at our discretion. This change-of-mind policy is in addition to — and does not limit — your rights under the Australian Consumer Law described below.

02How to start a return

Please do not send any item back before contacting us and receiving return authorisation, as unauthorised returns cannot be tracked or processed.

• Email hello@roccogoods.com with your order number, the item(s) you wish to return and the reason for the return.
• We will review your request and reply, usually within 24 hours on business days, with clear return instructions and the return address.
• Pack the item securely, ideally in its original packaging, to prevent damage in transit. We recommend using a tracked and, where appropriate, insured return service.
• Keep your return tracking number until your refund or exchange has been completed.

03Who pays for return shipping

• For change-of-mind returns, the cost of return shipping is the customer's responsibility, and original free-shipping costs are not refundable.
• Where an item is faulty, damaged on arrival, or not what you ordered, we will cover the cost of return shipping and arrange a replacement or full refund at no cost to you.
• Return postage costs are non-refundable unless the return is due to our error or a product fault.

04Refunds — method and timing

Once your return arrives, we inspect the item and notify you whether your refund has been approved.

• Approved refunds are issued to your original payment method. We are unable to refund to a different card or account.
• Refunds are typically processed within 2 business days of approval, after which your bank or payment provider may take a further 5–10 business days to post the funds to your account.
• The refunded amount covers the price of the returned goods. For change-of-mind returns, original and return shipping costs are not included.
• If more than 10 business days have passed since your refund was approved and you have not received it, please contact your bank first, then contact us.

05Exchanges

The fastest way to exchange an item is to return the original for a refund (subject to the eligibility rules above) and place a new order for the product you want. This ensures the replacement item is reserved for you and ships without delay. If you would prefer a direct exchange, contact us and we will do our best to accommodate it subject to stock availability.

06Faulty, damaged or incorrect items

We want you to be completely happy with your purchase. If your item arrives faulty, is damaged in transit, or is not the product you ordered:

• Contact us within 48 hours of delivery with your order number and clear photographs showing the issue.
• We will arrange, at our cost, a replacement, a repair where appropriate, or a full refund — the remedy will be consistent with your rights under the Australian Consumer Law.
• Please retain the item and its packaging until your claim has been resolved, as the carrier or supplier may require it for inspection.

07Your rights under the Australian Consumer Law

Nothing in this Returns & Refunds policy is intended to limit or exclude any consumer guarantee, right or remedy that you have under the Australian Consumer Law or any other applicable law.

08Items that cannot be returned

For hygiene, safety or practical reasons, some items cannot be returned for change of mind unless they are faulty. These include:

• Items marked as final sale, clearance or non-returnable at the time of purchase;
• Products that have been used, installed, assembled, or that are missing their original packaging;
• Personal-care or intimate items where the hygiene seal has been broken;
• Gift cards and downloadable or digital products.

09Order cancellations

If you need to cancel an order, contact us as soon as possible. We can usually cancel and fully refund an order that has not yet been dispatched. Once an order has been dispatched it cannot be cancelled, and the standard returns process above will apply.

10Changes to this policy

We may update this Returns & Refunds policy from time to time. The version published on this page, with the effective date shown above, is the one that applies to your order.