Refund policy

Return and Refund Policy – RockShoes

Website: https://rockshoes.in
Last Updated: October 24, 2026

At RockShoes, we want our customers to have a positive shopping experience. Please read the following policy for return, replacement, and refund requests.

1. Return Requests

If you receive a product that is damaged, defective, incorrect, or otherwise eligible for return under applicable law, please contact our customer support team promptly.

For change-of-mind returns, eligibility depends on the product, its condition, the return terms communicated at purchase, and applicable law.

2. Unboxing Video Requirement

For claims involving damaged, defective, incorrect, or missing items, we strongly recommend recording a continuous unboxing video that clearly shows:

The unopened parcel and shipping label.
The opening of the original packaging.
The product received and its condition.
Any visible damage, missing items, or incorrect product details.

Please retain the original packaging until your concern is resolved.

An unboxing video helps us verify the issue and investigate with our shipping partners. Where reasonably possible, please submit it when first reporting the issue.

Important: An unboxing video may be requested as evidence, but the absence of a video will not automatically disqualify a legitimate claim or remove any consumer rights or remedies required by applicable law.

3. How to Request a Return or Replacement

Contact [Your Customer Support Email] with your order number.
Explain the issue and provide photographs and an unboxing video, where available.
Follow the return or replacement instructions provided by our support team.
Keep proof of shipment if you are asked to send the product back.

Please do not send products to an unconfirmed address.

4. Product Condition

For eligible returns, products should be returned with their original packaging, accessories, and tags, where applicable.

Please avoid wearing or using footwear beyond what is reasonably necessary to inspect it. Normal inspection does not affect statutory rights relating to defective or incorrectly supplied products.

5. Refunds

Once an eligible return or claim has been reviewed, we will inform you of the outcome.

Approved refunds will be processed to the original payment method where possible, or through another lawful method agreed with the customer.

Refund processing time may depend on the payment provider or bank. We will communicate the applicable timeline when the refund is approved.

6. Damaged, Defective, Incorrect, or Missing Items

Please contact us promptly after delivery with your order details and supporting evidence.

We will investigate and provide an appropriate remedy, such as a replacement, repair where applicable, refund, or another remedy required by law.

7. Return Shipping Costs

For eligible returns due to a damaged, defective, or incorrectly supplied product, return shipping arrangements and costs will be handled in accordance with applicable law and the circumstances of the claim.

For other eligible returns, any applicable return shipping costs will be communicated before the return is arranged.

8. Exchanges

Exchanges are subject to stock availability and applicable law. Contact customer support to confirm whether the required size or product is available.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible. An order that has already been dispatched may not be cancellable through the normal process, but any applicable statutory rights remain unaffected.

10. Non-Returnable Items

Any lawful exclusions for specific products will be disclosed clearly before purchase. Nothing in this policy excludes a remedy that is required under applicable consumer protection law.