Refund policy
Return and Cancellation Policy
Not happy with your order?
We'd love to hear how we can do better!
You can return your order within 14 days of receipt if it's unused, or send us a photo showing that the product is defective. Once we confirm the photo, we can often resolve the issue without needing a full return. If a refund is required, we'll process it to your account within five business days of receiving your returned item, or confirming the defect via photo through our customer service team.
Important: Beauty products and items purchased during sales or other promotions are not eligible for return.
Returns by Mail
You have up to 14 days after receiving your order to exchange it for a different size or color, or to request a refund, by dropping it off at a parcel center near you.
- Contact support@rocabay.co.uk
Start by emailing us to get the correct return address. Since we operate multiple distribution centers, we'll need details about your order to determine where your return should be sent.
- Include Your Delivery Note
Pack the product securely, ideally in its original packaging, and include a note with your order number. As the sender, you're responsible for the return shipment, so we recommend requesting a tracking code from DHL when you send it back. Once shipped, reach out to us at support@rocabay.co.uk to request your refund or exchange.
Please note: Our headquarters are based in China, so return packages should be sent to our supplier's location in Asia.
- Shipping It Back
Drop your package off at your nearest parcel center (post office or shipping store). Once it arrives at our warehouse, we'll process your exchange or refund as quickly as possible.
Cancellations
To cancel an order, contact us right away at support@rocabay.co.uk. If you cancel within 24 hours of purchase, we'll issue a full, unconditional refund. If more time has passed, you'll need to wait for the item to arrive and then return it to us.
Shipping Costs
Customers are responsible for covering shipping costs when returning a product, and these costs are non-refundable. If your purchase is refunded, the original shipping cost will be deducted from the total.
Delivery times for exchanged items will vary depending on your location.
We always recommend using a traceable shipping method or purchasing shipping insurance for peace of mind.
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