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IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?

In all the following assumptions, whenever it is not related to a personalized defected item:

  • I chose the wrong size and I’d like to change it
  • The product is not what I expected, and I’d like to return it or exchange it with another one
  • I received my order in poor conditions

In any case, the products that will be exchanged or returned must be in pristine conditions and show no evident signs of being used, or else no exchange or return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to ROCAP in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original packaging that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.

The time window in which you can exchange or return an item lasts 30 days, starting from the day the order is delivered.

 

HOW CAN I DEMAND AN EXCHANGE OR A RETURN?

Returns

To start a return, you can contact us at info@rocapjewelry.com. If your return is accepted, our team will inform you about the address to ship the return. Items sent back to us without first requesting a return will not be accepted. 

After the package arrives to our facilities, you will receive a confirmation email, informing you that the amount will be sent to your account in about 2-3 working days. You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a return in your credit card.

ROCAP won’t be held responsible for any misplaced packages, and it will be the client’s responsibility to make sure the package arrives to our facilities in perfect conditions.

Important information: personalized items can't be neither returned or refund.

 

Exchanges

The fastest way to exchange an item is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

WHICH IS THE TIME WINDOW TO DEMAND AN EXCHANGE OR A RETURN?

The time window in which you can demand an exchange or a return is of 30 days after the order is delivered.

 

WHAT’S THE PRICE OF A RETURN?

The return-related costs will always be at the client’s expense. In terms of returns, you will only have to ship the item you want to return to the address we provide, and the shipping costs are at the buyer’s expense.

 

ITEMS WARRANTY

All our items have a three month warranty starting from the day your order is delivered. The warranty is valid against defects of materials and/or workmanship. The warranty excludes coverage for wear and tear and/or physical or accidental abuse. In order to maintain your jewellery in perfect shape, visit our Jewellery Care Guide.

If you think you are eligible for support under our warranty conditions, contact us and our team will give you more instructions.