Refund policy
Returns & Exchanges
We want you to be completely satisfied with your purchase. Here's how our returns and exchanges process works:
Items Eligible for Return or Exchange:
You may return or exchange an item within 30 days of purchase if:
- It is faulty or damaged (covered under manufacturer’s warranty)
- It is not what you ordered
- It does not perform as described by the manufacturer
Items Not Eligible for Return:
- Change of mind (store credit may be offered at our discretion)
- Incorrect use or product incompatibility
- International orders returned due to unpaid customs/import charges (these are the buyer’s responsibility)
- Sale items or gift cards
Who Pays for Return Shipping?
If your item is faulty, incorrect, or not as described, we’ll cover the cost of return shipping.
If you’re returning an item due to change of mind, return postage is your responsibility, and costs may vary depending on your location and the item’s size/weight.
Faulty or Damaged Items:
If you receive a faulty or incorrect item, please contact us at sales@rockaway.com.au with:
- Your order number
- A brief description of the issue
- Clear photos (if applicable)
We’ll assess the issue and offer a repair, replacement, or refund. We’ll cover return shipping for eligible cases.
Exchanges & Change of Mind:
If you'd like to exchange a non-faulty item, contact us within 14 days of receiving your order. Exchange requests are reviewed on a case-by-case basis and must meet the following conditions:
- Proof of purchase is required
- The item must be unused, in original condition, and in its original packaging
- Return and re-delivery postage is the customer’s responsibility
- We are unable to refund any price difference if the replacement item is of lesser value.
Return Instructions:
Do not return any items without prior approval. Once your return is accepted, we’ll provide return instructions and, if applicable, a return shipping label.
Need help?
Contact us via our contact page or email us directly at sales@rockaway.com.au — we’re here to help.
Read even more about our Returns Policy!