At Rockcity our priority is to ensure that you are highly satisfied with your purchase. In the unlikely event that you are not, please feel free to return your goods within 7 days from the date you received your goods for a full refund, providing it is returned unused in its original condition, packaging and has all its labels still attached and a valid receipt/proof of purchase. It is your responsibility to ensure that the item is returned to us in a safe and secure manner, and in the event of a refund or exchange, in saleable condition (in original packaging and including all warranty cards, manuals and accessories). We regret that we are unable to offer any refund without a valid receipt/proof of purchase. Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase.
If you would like to return an item for a refund or to exchange an item, you must contact us via email to [email protected] and put your request in writing then wait for further instruction on how to return your item/s.
Returning your purchase by post
All returns must be sent signed for and insured for the full value of the goods. Goods must be returned in their original unused/unworn condition complete with all tags, literature and packaging. It is your responsibility to ensure that the goods reach us safely. To return your purchase by post please notify the returns department by email to [email protected] stating whether you would like a refund, exchange or have a potential warranty issue. Please provide us with details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock. Send your goods securely packaged by a recorded delivery method, including a copy of your receipt and a returns note to:
Returns Department
Rockcity
Hawthorn Ave
Hull
HU3 5GL.
Returning your purchase to our store
We also offer the option of returning your mail order purchase to our store. Simply take your purchase and original receipt into our store in Hull. Staff will issue a refund on the spot provided the product is in saleable condition (in original packaging and including all warranty cards, manuals and accessories), or you can browse our store and exchange your purchase for an alternative product. As with postal returns, store returns must be made within 7 days of receiving the product, refunds will be processed using the original payment method, and the goods must be returned in original packaging with all warranty cards, manuals and accessories.
Potential Warranty Claims
If you feel your goods are faulty, please contact our Returns Department by emailing [email protected] with your proof of purchase, an explanation of the problem and photos to support your claim within 7 days of receiving your item. If you do not have a returns number this may delay the warranty inspection & possible warranty claim on your goods. Upon receiving your email we will then decide usually within 48 hours if we require the goods to be returned to us. Once we have received your goods we will carry out a warranty inspection and contact you usually within another 48 hours. We will notify you of one of the three following outcomes.
Its faulty – We will replace, refund or repair it.
Its not faulty – It has been misused or the damage is fair wear and tear.
It needs further investigation – We are sending it to the manufacturer for an expert opinion. This may take up to 28 days, especially if we have to send it overseas. If the fault is only minor and can easily be put right, we may choose to repair the item. A repair will be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore it to a satisfactory condition. If the item cannot be replaced or repaired economically and we or the manufacturer have the item in stock we will try to replace your faulty item. If it is out of stock we will refund you. In some cases we may make a reduction from the price you paid to allow for the use you have had from the item before the fault occurred. Proof of purchase is also required with all potential warranty claims.
Our policy does not affect your statutory rights. Full details of which can be obtained from www.consumerdirect.gov.uk or your nearest Trading Standards Department or Citizenís Advice Bureau.