Refund Policy

Introduction

At Rokid, we strive to ensure that our customers are completely satisfied with their purchases. We understand that sometimes issues may arise, and we are committed to resolving them efficiently and effectively. Please review our Return and Refund Policy below for information on how to return items and receive refunds.

Eligibility for Returns

  • Condition: We accept returns only for items that are defective or damaged. The defect or damage must be a result of factory production or occurred during shipping. Returns for any other reason will not be accepted.
  • Timeframe: Returns must be initiated within 7 days of the delivery date.
  • Authorization: All returns must be authorized by our customer service team. Unauthorized returns will not be accepted.

Non-Returnable and Non-Refundable Items

Certain items are not eligible for return or refund, including but not limited to:

  • Custom-Made or Personalized Products: Items that have been custom-made or personalized according to your specifications.
  • Perishable Goods: Items that are perishable or have a limited shelf life.
  • Clearance Items: Items sold as clearance or marked as "Final Sale".
  • Opened Software and Digital Products: Software, digital products, or licenses that have been opened or downloaded.
  • Health and Personal Care Items: For safety and hygiene reasons, health and personal care items are non-returnable.

Return Process

  1. Contact Customer Service: Email our customer service team at [Customer Service Email Address] or call [Customer Service Phone Number] to initiate a return. Please provide your order number, item(s) you wish to return, and the reason for the return.
  2. Receive Authorization: Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to return your items.
  3. Prepare the Package: Securely pack the items in their original packaging, including all accessories, manuals, and documentation. Clearly mark the RMA number on the outside of the package.
  4. Ship the Package: Ship the package to the address provided by our customer service team. Please use a trackable shipping method and keep the tracking information for your records. The customer is responsible for return shipping costs unless the return is due to a defect or error on our part.

Inspection and Approval

Once we receive your returned items, our quality control team will inspect them to ensure they meet the return criteria. If the items are approved, we will process your refund or exchange.

Refund Process

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Processing Time: Refunds will be processed within 7-10 business days after the returned items have been inspected and approved. Please note that it may take additional time for the refund to appear on your bank statement, depending on your financial institution.

Exchanges

If you need to exchange a defective or damaged item, please follow the return process and indicate that you would like an exchange. We will ship the replacement item once we receive and approve the returned item.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team within 7 days of delivery. We will arrange for a replacement or refund, including return shipping costs.

Important Reminder

Please ensure that you fully understand our Return and Refund Policy before placing your order. By placing an order with Rokid, you acknowledge and agree to the terms outlined in this policy.

Contact Us

If you have any questions or concerns about our Return and Refund Policy, please feel free to contact us at: global-support@rokid.com