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Refund & Returns Policy
30-Day Returns Policy
We want you to be completely happy with your RŌOKK purchase. If you change your mind, you may return an eligible purchase within 30 days of delivery, subject to the conditions below.
Change of Mind
Changed your mind? That’s okay.
You may return an eligible product within 30 days from the date it was delivered to you.
To qualify for a change-of-mind return, the product must be:
- Unused and unworn, other than reasonable fitting
- In its original condition
- Returned in its original packaging where applicable
- Complete with all tags, labels, accessories and components
- Free from damage, marks, stains, make-up, fragrance, odours, pet hair or other signs of use
You may carefully inspect or try on an item where appropriate, but it must still be in a condition that allows us to sell it as new.
Return Delivery Costs
For ordinary change-of-mind returns, including where you selected the wrong size, colour or variation, the cost of returning the item to RŌOKK is your responsibility.
If RŌOKK supplied an incorrect, damaged, defective or incomplete item, we will arrange the appropriate return, replacement or refund at no additional cost to you.
Free Delivery on Orders Over R1,000
RŌOKK offers free delivery within South Africa on orders of R1,000 or more.
Orders below R1,000 are charged the applicable delivery fee shown at checkout.
Free outbound delivery does not include free return delivery for ordinary change-of-mind, size or colour returns.
If an order originally qualified for free delivery and you later return part of that order, we will not retrospectively charge you the original delivery fee.
Once We Receive Your Return
We’ll inspect the returned product to make sure it meets the conditions of our 30-Day Returns Policy.
Once your return has been accepted, you may choose, where applicable, between:
Refund • RŌOKK Store Credit
Refunds will normally be made to the original payment method.
Some Products Cannot Be Returned for Change of Mind
For hygiene, safety or other reasons, certain products may not qualify for a change-of-mind return once they have been opened, used or had their seals removed.
We’ll clearly identify any non-returnable products or return restrictions on the relevant product page where applicable.
Damaged, Incorrect or Defective Products
Our 30-Day Returns Policy does not replace your rights under South African consumer law.
If your product is defective, damaged, unsafe, incorrectly supplied, incomplete or not as described, different return rights may apply and you should contact us as soon as possible.
In particular, the Consumer Protection Act provides an implied six-month warranty for qualifying defective goods. Where the Act applies, qualifying goods may be returned at the supplier’s risk and expense and the consumer may choose repair, replacement or refund as provided for by law.
How to Return an Item
If you would like to return an eligible item, log in to your RŌOKK account and open:
My Account → Orders → Select the relevant order → Submit return request
Through the return process you can:
- Select the item or items you wish to return
- Choose the reason for the return
- Select your preferred return option where available
- Follow the return instructions provided
- Track the progress of your return
- See when your refund or store credit has been processed
Please make sure the item is securely packaged to prevent damage during the return journey.
For change-of-mind returns, the product must meet the condition requirements in this policy.
If an item is damaged, defective, incorrect or incomplete, select the appropriate reason when submitting the return request so that we can handle it under the correct process.
Refunds
Once your return has been received by RŌOKK, we will inspect the item and confirm the outcome of your return.
When Will I Receive My Refund?
We aim to inspect and process returns within 3 business days of receiving them.
Once your refund has been approved, it will be refunded to your original payment method wherever possible.
After RŌOKK processes the refund, it may take additional time for the money to appear in your account depending on your bank, card provider or payment provider.
What Will Be Refunded?
For an approved 30-Day Change-of-Mind Return, we will refund the price you paid for the returned product.
If you return only part of an order, any original delivery charge will not normally be refunded.
If the entire order is returned, whether the original delivery charge must also be refunded can depend on why the goods are being returned and your statutory rights. Where South African consumer law requires us to refund delivery charges or other amounts, we will do so.
Refunds for Damaged, Defective or Incorrect Products
If an item is damaged, defective, incorrect, incomplete or otherwise covered by your statutory consumer rights, it will be handled under the relevant section of this Returns & Refunds Policy.
These rights are separate from RŌOKK’s voluntary 30-Day Returns Policy.
Refund Confirmation
We’ll send you an email confirmation once your refund has been processed.
Exchanges
Want a Different Size, Colour or Product?
We do not currently process direct exchanges for change-of-mind, size or colour changes.
Please return the original item for a refund and place a new order for the item you want.
The customer is responsible for the return delivery cost for an ordinary size, colour or change-of-mind return.
The replacement order is treated as a new order and our normal delivery rules apply:
- Orders of R1,000 or more qualify for free delivery
- Orders below R1,000 are charged the applicable delivery fee shown at checkout
Returned items must meet the conditions of our 30-Day Returns Policy.
If RŌOKK Made a Mistake
If we sent you the wrong item, size or colour, or your product arrived damaged, defective or incomplete, you do not need to pay for correcting our mistake.
Select the appropriate reason when submitting your return request and RŌOKK will arrange the appropriate return, replacement or refund at no cost to you.
Order Cancellations
Changed Your Mind Before Your Order Has Been Dispatched?
If your order has not yet been dispatched, you can request a cancellation through your RŌOKK account or by contacting us as soon as possible.
If we are able to stop the order before dispatch, we will cancel it and issue a full refund, including any delivery charges you paid.
What if My Order Has Already Been Dispatched?
We process orders quickly, so we cannot guarantee that we will be able to cancel an order once it has been placed.
If your order has already been dispatched, it can no longer be cancelled.
Once you receive it, eligible products may still be returned within 30 days under our 30-Day Returns Policy.
For an ordinary change-of-mind return after dispatch, the customer is responsible for the return delivery cost.
The original delivery charge is not normally refundable for a change-of-mind return, except where required by South African law.
Can I Change an Order After Placing It?
Once an order has entered processing, we may not be able to change the products, sizes, colours, quantities, delivery address or payment details.
If we cannot make the requested change, you may need to cancel the order if it has not yet been dispatched, or submit a return request after receiving it.
If RŌOKK Cancels Your Order
Occasionally, we may need to cancel an order because, for example, a product is unavailable, there is a payment problem, or we are unable to fulfil the order.
If RŌOKK cancels an order, you will receive a full refund of all amounts paid for the cancelled items, including applicable delivery charges.
We will let you know as soon as reasonably possible.
Your Statutory Rights
Nothing in this policy limits any cancellation, cooling-off or other rights you may have under South African consumer law, including rights that may apply to electronic transactions.
Wrong Item Received
We do our best to make sure every RŌOKK order is correct. If we’ve made a mistake, we’ll put it right at no cost to you.
What Counts as an Incorrect Item?
- You received a different product from the one you ordered
- You received the wrong size, colour or variation
- You received the wrong quantity
- An item you ordered is missing from your delivery
What Should I Do?
Submit a return request from your RŌOKK account and select Wrong item received or the appropriate reason.
Please provide photographs of the item you received, including the product and packaging where requested.
Please let us know as soon as reasonably possible after receiving your order.
What Happens Next?
Once we’ve confirmed the error, RŌOKK will arrange the appropriate solution.
Where the correct product is available, we will arrange a replacement at no additional cost to you.
RŌOKK will cover:
Return collection/delivery → Replacement product → Replacement delivery
You will not be charged additional delivery costs for correcting a mistake made by RŌOKK.
What if the Correct Item Is Unavailable?
If we’re unable to supply the product you originally ordered, you can choose between an appropriate alternative where agreed, RŌOKK store credit or a refund.
If you choose a refund, we will refund the amount paid for the affected product to your original payment method.
Please Don’t Use an Incorrect Item
If you realise we’ve sent you the wrong product, please don’t use, wear, wash or otherwise alter it.
Keep the product and its original packaging together while we arrange the return.
Damaged or Broken Items on Delivery
We take care when packing your RŌOKK order, but occasionally an item may be damaged during delivery.
If your order arrives damaged or broken, we’ll put it right at no cost to you.
What Should I Do?
Submit a return request and select Damaged on delivery.
Please provide photographs showing:
- The damaged product
- The product packaging
- The outer delivery packaging
- The shipping label, where requested
Please keep the product and packaging until your return has been resolved.
What Happens Next?
Once we’ve confirmed the damage, you can choose, where applicable, between:
Replacement • Refund
If you choose a replacement and the product is available, RŌOKK will send it to you at no additional cost.
RŌOKK will cover any reasonable costs associated with returning the damaged product and delivering its replacement.
What if the Product Is Out of Stock?
If we’re unable to provide a replacement, we will offer you a refund or, if you prefer, RŌOKK store credit.
Do I Need to Return a Broken Item?
Not always.
Depending on the product and the nature of the damage, we may ask you to return it, or we may determine from the photographs that a return is unnecessary.
Please don’t dispose of a damaged product or its packaging until we have confirmed that you may do so.
Missing Items or Incomplete Orders
If something is missing from your RŌOKK order, we’ll put it right at no cost to you.
What Counts as a Missing or Incomplete Order?
- One or more products from your order are missing
- You received fewer items than you ordered
- A product is missing a component, accessory or part that should have been included
- Your order arrived in more than one parcel and an expected parcel has not arrived
First, Check Your Order
Some orders may be sent in more than one parcel.
Before reporting an item as missing, please check your dispatch confirmation and tracking information to see whether the remaining items are being delivered separately.
What Should I Do?
Submit a return/request through your account and select Item missing from order or Incomplete item, as appropriate.
Please provide your order number and details of what is missing.
Where helpful, we may ask you to provide photographs of:
- The products you received
- The inside of the parcel
- The outer packaging
- The shipping label
Please keep the packaging until we’ve resolved the issue.
What Happens Next?
We’ll check your order and dispatch records and, where appropriate, investigate the delivery with our courier.
Once we’ve confirmed that an item or component is missing, RŌOKK will arrange the appropriate solution at no cost to you.
For a missing product, you can choose between:
Replacement • Refund
If the Item Is Out of Stock
If we cannot provide the missing product, we will issue a refund or, if you prefer, RŌOKK store credit.
Replacement Delivery Is Free
If RŌOKK needs to send a missing product, component or accessory, there will be no additional delivery charge.
Lost or Missing Parcels
If your RŌOKK order hasn’t arrived, we’ll help track it down and put things right.
My Tracking Says My Parcel Is Still in Transit
Occasionally, deliveries can take longer than expected.
Please check the tracking information provided with your dispatch confirmation for the latest delivery update.
My Tracking Says “Delivered”, but I Haven’t Received It
Before reporting the parcel as missing, please check:
- Around the delivery location
- With other members of your household
- With reception, security or building management, where applicable
- Whether the courier has provided a photograph, delivery note or other proof of delivery
If you still cannot locate the parcel, report it to us as Parcel not received.
What Happens Next?
RŌOKK will check the tracking information and, where necessary, open an investigation with the courier.
If the Parcel Is Confirmed Lost
If your parcel is confirmed as lost in transit, RŌOKK will offer you:
Replacement • Refund
If you choose a replacement and the products are available, we’ll send the replacement at no additional cost to you.
Who Is Responsible for a Parcel Lost in Transit?
Where delivery has been arranged by RŌOKK, we remain responsible for getting your order to you as required by applicable South African consumer law.
We won’t simply refer you to the courier and require you to resolve the loss yourself. RŌOKK will remain your point of contact.
Incorrect Delivery Information
Please make sure the delivery address and contact details you provide when ordering are correct.
If a parcel cannot be delivered, is delivered incorrectly, or is returned to us because the customer supplied an incorrect or incomplete delivery address, additional delivery charges may apply.
Defective or Faulty Products
We want every RŌOKK product to meet the quality you would reasonably expect. If a product is defective or develops a fault, we’ll deal with it in accordance with your rights under the South African Consumer Protection Act.
The 6-Month CPA Warranty
Under the CPA, goods must be reasonably suitable for their intended purpose, of good quality, in good working order, free from defects and reasonably durable.
If a qualifying RŌOKK product fails to meet these requirements within six months of delivery, you may return it without penalty and at RŌOKK’s risk and expense as provided for by the Act.
What Can I Choose?
Where the product qualifies as defective under the CPA, you may choose, as provided for by law, whether you would like:
Repair • Replacement • Refund
How Do I Report a Defective Product?
Submit a return request through your RŌOKK account and select Defective / Faulty Product.
Tell us what has gone wrong and, where requested, provide photographs or other information showing the problem.
RŌOKK may reasonably inspect the product to confirm the nature and cause of the fault before completing the return.
RŌOKK Pays the Return Costs
If the product qualifies as defective under the CPA, RŌOKK will cover the cost of returning it to us.
If you choose a replacement, RŌOKK will also cover delivery of the replacement product.
What Isn’t Normally Considered a Defect?
- Normal wear and tear
- Accidental damage
- Misuse or abuse
- Failure to follow reasonable care or usage instructions
- Improper storage
- Alterations or modifications made after purchase
For example, wearing-in of denim, fading caused by washing, scratches caused by normal use, or a candle being consumed through normal burning would not by themselves normally constitute manufacturing defects.
Our 30-Day Returns Policy Is Separate
RŌOKK’s 30-Day Returns Policy is our voluntary change-of-mind policy.
Your rights concerning faulty or defective products are separate and are not limited to 30 days.
Changed your mind → 30-Day Return, customer pays ordinary return delivery.
RŌOKK supplied something defective → RŌOKK pays the applicable costs and your statutory rights apply.
Non-Returnable Products & Return Exceptions
We want our 30-Day Returns Policy to be generous and straightforward. However, some products cannot be returned for a change of mind once they have been opened, used or altered.
RŌOKK may not accept a change-of-mind return for:
- Fragrance, cosmetics or personal-care products that have been opened, used or had a protective seal removed
- Products that have been personalised, engraved, monogrammed or made specifically for you
- Products that have been used, worn, washed or altered
- Products that are incomplete or are missing original parts, accessories or components
- Products damaged after delivery through misuse, improper care or accidental damage
- Products which, because of their nature, cannot reasonably be returned
- Products that are likely to deteriorate or expire rapidly
Fragrance
Unopened fragrance → eligible for our 30-Day Return.
Opened or used fragrance → not eligible for a change-of-mind return.
If a fragrance arrives damaged, leaking, defective, incorrect or otherwise not as ordered, this restriction does not prevent the customer from making a legitimate claim.
Clothing, Caps, Bags & Accessories
These may be removed from their packaging and carefully tried on or inspected.
To qualify for our 30-Day Return, they must still be unused, unworn other than for reasonable fitting, unwashed and unaltered, with their original tags and packaging, and in a condition suitable for resale as new.
Candles & Home Products
An unused candle can be returned under our 30-Day Returns Policy.
Once a candle has been lit or used, it cannot normally be returned simply because you have changed your mind.
Product Condition & Inspection of Returns
When a product is returned to RŌOKK, we will inspect it before approving the return and processing the refund.
Change-of-Mind Returns
To qualify under our 30-Day Returns Policy, returned products must be in a condition that allows them to be resold as new.
Unless otherwise stated for a particular product, the item must be:
- Unused and unworn
- Unwashed and unaltered
- Clean and free from marks, stains, make-up, odours or damage
- Complete with all original tags, labels, accessories and components
- Returned with its original packaging where applicable
- Packaged appropriately to prevent damage during the return journey
Can I Try Something On?
Yes.
Clothing, caps, bags and similar products may be carefully tried on or inspected in the same way you reasonably would when shopping in a physical store.
Trying on a T-shirt to check the fit is fine. Wearing it for an evening and then returning it is not.
Please take reasonable care when trying products on. Items returned with make-up, deodorant, fragrance, stains, pet hair, strong odours or other signs of use may not qualify for our voluntary 30-Day Return.
Fragrance
Fragrance being returned because you have changed your mind must be unopened, unused and with any original seal intact.
Once a fragrance has been opened or used, it cannot normally be returned under our voluntary change-of-mind policy.
Candles
Candles returned because you have changed your mind must be unused and unlit.
A candle that has been lit or burned cannot normally be returned under our voluntary 30-Day Returns Policy.
What Happens When RŌOKK Receives My Return?
We aim to inspect returned products within 3 business days of receiving them.
Once your return has been approved, we’ll process your refund and send you confirmation by email.
What if the Product Doesn’t Meet the Return Conditions?
If a change-of-mind return does not meet the conditions of our 30-Day Returns Policy, we may decline the return.
For example, this may apply where an item has clearly been used, worn, washed, damaged, altered or returned incomplete.
If we decline a return, we’ll let you know why.
We will not simply dispose of the product. Where appropriate, you may arrange to have the product returned to you, and you may be responsible for the delivery cost.
Statutory Returns Are Different
These condition requirements apply primarily to RŌOKK’s voluntary 30-Day Returns Policy.
We won’t reject a legitimate statutory return simply because, for example, the customer no longer has pristine packaging where South African law gives the customer a right to return the product.
Nothing in this policy limits your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act, or other applicable South African law.
Need Help?
If you have any questions about a return or refund, please contact us at info@rookk.co.za.
RŌOKK — For modern explorers.