Refund and Returns Policy

At ROCK, we engineer our premium lighting systems to the highest standards. However, if you are not entirely satisfied with your purchase, we are here to help. Please review our policy below regarding returns, refunds, and special conditions for Cash on Delivery (COD) orders.

1. Eligibility for Returns

You have 14 days from the date of delivery to initiate a return. To be eligible for a return, your item must meet the following criteria:

  • The item must be unused, uninstalled, and in the exact same condition that you received it. (Lighting fixtures that have been wired, installed, or modified cannot be returned).
  • It must be in the original corporate packaging.
  • You must provide the receipt or proof of purchase.

2. Non-Returnable Items

Certain items cannot be returned, including:

  • Custom-made or specially ordered lighting profiles.
  • Items purchased during clearance or final sale events.
  • Products damaged due to improper installation or misuse by the customer.

3. Damaged or Defective Items

We meticulously inspect our products before shipping. However, if you receive a damaged or defective item, please contact us within 48 hours of delivery. Include your order number and clear photos of the defect and the packaging. We will arrange a replacement or a full refund at no additional shipping cost to you.

4. Cash on Delivery (COD) Specific Scenarios

We proudly offer Cash on Delivery to make purchasing easier. However, to maintain this service, the following strict policies apply:

  • Refusal of Delivery: If a COD order is shipped and the customer refuses to accept the delivery at the door without a valid product-related reason (e.g., severe transit damage), the customer’s account will be flagged. Future orders from flagged accounts will only be processed via prepaid methods (Online Credit/Debit Card).
  • COD Refunds: Because our couriers do not carry cash for returns, approved refunds for items originally paid via COD will not be refunded in cash. Instead, the refund will be transferred to the customer via InstaPay, Bank Transfer, or Mobile Wallet (e.g., Vodafone Cash) within 5-7 business days after the returned item is inspected.

5. The Return Process

To initiate a return, please follow these steps:

  1. Email us at rock@gmail.com with your Order Number and reason for return.
  2. Once approved, our team will schedule a pickup with our shipping partner.
  3. Please pack the item securely in its original packaging.

6. Return Shipping Costs

  • If the return is due to a defective product or an error on our part, ROCK will cover the return shipping costs.
  • If the return is due to a change of mind, the customer is responsible for the return shipping fees. This amount will be deducted from your final refund.

7. Refund Processing

Once your return is received and inspected at our facility, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (or via Bank/InstaPay for COD orders) within 5 to 10 business days.

8. Contact Us

If you have any questions regarding our Refund and Returns Policy, please contact our Customer Care team:

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