ROCKNEST REFUND POLICY
Last Updated: xxxxxxx
ITEMS INELIGIBLE FOR RETURN
Products that are Made-to-Order, Cut-to-Order, Custom, Customer's Own Material (COM), or listed as Final Sale or Not Eligible for Return are not eligible for return.
ROCKNEST does not accept returns, refunds, or replacements for these items, except in cases where the product is confirmed as Damaged or Incorrectly Delivered, as set forth in this Refund Policy.
ITEMS ELIGIBLE FOR RETURN
All other products not specified above as ineligible may be returned. Return requests for Eligible Items must be initiated within 72 hours from the date of delivery.
RETURNS OF ELIGIBLE ITEMS
We hope you are delighted with your purchase from ROCKNEST. If you wish to return any Eligible Item, you must initiate the return within 72 hours of delivery.
Please note: if the product falls under the Ineligible category, we cannot guarantee return acceptance.
To initiate a return, please email us at info@rocknest.net. We will provide a return shipping label, the cost of return shipping, and instructions.
You are responsible for scheduling the pickup with the carrier. Items must be shipped within seven (7) days after receiving the shipping label and instructions.
Returned items must:
- Be in resalable condition (as determined at ROCKNEST’s sole discretion).
- Be shipped using the original packaging, tags, and the shipping label provided by ROCKNEST.
If the original packaging is missing, repackaging costs will be deducted from your refund.
Items returned without using the provided shipping label will not be accepted.
REFUNDS FOR ELIGIBLE ITEMS
Once your returned item is received and inspected, we will process your refund. Please allow 10 business days from the receipt of your return for processing. Refunds may take 1–2 billing cycles to appear on your credit card statement, depending on your bank.
Original shipping charges are non-refundable, and the return shipping cost will be deducted from your refund.
ROCKNEST reserves the right to refuse refunds if the returned item is not in like-new condition due to use or customer damage.
REFUSED DELIVERIES
If you refuse to accept delivery of any order, ROCKNEST reserves the right to charge you for all associated costs, including return shipping, restocking fees, and/or redelivery attempt fees.
SHIPMENT OF WRONG ITEM(S)
If you receive an incorrect product, you must notify us within 72 hours of delivery at orders@rocknest.net, providing:
- Order confirmation and packing slip copy
- Photo of the incorrect item
ROCKNEST will investigate (at its sole discretion) and, if confirmed, will provide a return shipping label for the wrong item and send the correct product at no additional cost, subject to availability.
DAMAGED PRODUCTS
ROCKNEST will replace or accept the return of products deemed damaged or defective according to this policy.
Definitions:
- A product is "defective" if it breaks, disintegrates, or fails under normal use within 24 hours of first use, subject to proper care guidelines.
- A product is "damaged" if it arrives visibly broken or cosmetically compromised.
Natural variations (such as veining in stone, grain in wood, bubbles in glass, slight color differences) are not considered defects.
To submit a damage claim:
- Email orders@rocknest.net within 48 hours of receiving the item.
- Include at least two high-resolution photos and a detailed description of the issue.
LOST PRODUCTS
If your order is not received within 48 hours of the expected delivery date, contact us at info@rocknest.net to submit a lost product claim.
Note:
- "Lost" products must be confirmed missing by the carrier.
- ROCKNEST is not responsible for losses caused by incorrect shipping addresses, theft, or delivery to wrong addresses provided by the customer.
If your tracking shows delivered but the package is missing:
- Verify your shipping address
- Check for delivery notices
- Look around the delivery location
- Confirm if anyone else received it
- Wait up to 48 hours (packages can sometimes be marked delivered before actual delivery)
CLAIMS REVIEW & RESOLUTION PROCESS
ROCKNEST will promptly review claims for damaged, defective, or lost items.
You will receive written notification of claim acceptance or rejection. All decisions made by ROCKNEST are final.
If a claim is accepted:
- Lost product: We will ship a replacement (subject to availability) or issue a refund.
- Damaged/Defective but Repairable: You can choose between a free repair or a replacement (shipping fees for replacements may apply).
- Damaged/Defective and Unrepairable: We will ship a replacement at no cost or issue a refund if unavailable.
Refunds and replacements are processed within 7–14 business days after we receive the returned item.
For all inquiries and return requests, contact:
info@rocknest.net