RETURNS & EXCHANGES POLICY
We want you to be happy with your purchase and we apologise if you are not. For whatever reason that you are not satisfied, we provide exchanges and returns for all items purchased from us. You have a 100% money back guarantee if the following conditions are met :
- All items must be in their original packaging with product tags intact
- All items must be unused and in its original condition
- Originals receipts would need to be included
- All items would need to be purchased originally from Roque Bags directly.
If non of the above conditions are met, we regret to inform that we are unable to process any claims for exchanges or refund regardless that the items have been mailed back to us.
Sales item(s) are non-exchangeable nor returnable either in our showroom or via our online portal.
1. VALIDITY FOR EXCHANGES & RETURNS
All exchanges and returns would need to be raised within 30 days from shipping date.
2. EXCHANGES & RETURNS ONLINE
2.1 Kindly write us an email on shop@roquebgas.com with your Exchange/Return Request. Once we have revised your request, we will give you further instructions for shipping etc.
2.2 You will need to include your original invoice together with the item(s) in its original condition and packaging.
2.3 Mail us your parcel via a traceable mode of postage.
2.4 We reimburse your full payment if the above conditions are met ( Duties, taxes and other expenses excluded). You will be charged for all shipping charges. The refund of the sale price will be carried out the same manner as the original payment was made.
2.5 If any of the products received by you is deemed defective or a wrong shipment, Roque Bags will bear the cost of shipping the item(s) back to you. Please note that all exchanges are subjected to stock availability and whilst we endeavour to ship a replacement item(s) back to you, we reserve the right to do an exchange by way of an item(s) of a similar value or providing online store credits or any other methods at the discretion of Roque Bags.
2.6 No refunds will be given for taxes, duties, tariffs and excise charges levied for overseas orders either for refunds or exchanged items.
2.7 All returns and exchanges made via our online portal at Roque Bags would need to be shipped to the address we will provide.
3. OTHER TERMS & CONDITIONS
3.1 All items that are returned and exchanged, can only be made once.
3.2 We reserve the right and full discretion to disqualify you from enjoying free returns if the subsequent item(s) for return or exchange are of the same item(s) as a previous order
3.3 Our returns and exchanges policy does not cover damage resulting from unique, accidental, or random damage that is the result of use by you or wear and tear of a product.
3.4 Roque Bags makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose
3.5 All decisions made by Roque Bags is final