Return or exchange an item – our 100% money back guarantee
If you are not completely satisfied with your purchase, simply return the item to us in its original condition within 28 days of receipt.
Criteria for returned items:
Returned items should be unused and must be returned in original packaging with any enclosed documentation.
We will issue a full refund on receipt of the item. Alternatively, if preferred, we will exchange the item.
- If you want to return or exchange an item, you must be the person who purchased the item.
- Please tell us you wish to return an item within 14 days of you receiving the item. You can do this by following the instructions* lower down this page.
- Goods will only be accepted for return if they are despatched back to us within 14 days of you telling us*, unless we have notified you otherwise.
- The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- The cost of returning the item to us is your responsibility.
- Delivery charges are only refundable where goods are faulty and a refund is made.
- We recommend that customers return goods for refund or exchange using Royal Mail or another reputable courier, that offers insurance and tracking service.
- Once we receive the item we will inspect to ensure it meets the criteria stated above and if does, you will receive a refund within 10 days of us receiving the item (10 is the maximum but refunds are usually issued within 24 hours). Payment will be made using the same method that you purchased the item, e.g. if you paid using PayPal, the refund will be issued to your PayPal account.
*Instructions for returns:
Please inform us that you wish to return an item within 14 days of delivery. To do this, send an email to: email@example.com and include the following in your email:
- Your name
- Your order number
- Reason for return
Send the item to: Rockhoppa Global Ltd,. 66 Barton Road, Thurston, Bury St Edmunds, IP31 3PG
Unless you use a coupon code that is for or includes free delivery, shipping costs are as stated when you view your basket, as this depends on the item(s) you are ordering and the quantity. We ship via Royal Mail signed for service and offer First Class or Second Class shipping.
First Class: Up to 3 business days, although on average items are delivered within 2 business days if you place the order before 3pm.
Second Class: Up to 7 business days, although on average items are delivered within 4 business days if you place the order before 3pm.
NEXT DAY DELIVERY
If you need an urgent delivery e.g. next day, please contact us to arrange. In most cases we can dispatch orders the same day by Special Delivery, if the order has been placed before 2pm. There may be an extra fee for Special Delivery. To check if we can dispatch by Next Day Delivery, contact us on 01284 729589 or by email: firstname.lastname@example.org