At RocwooD Global Ltd (“we”, “us”, “our”, or “RocwooD”) , we aim to ensure that every customer is satisfied with their purchase. This policy explains your rights under UK Consumer Law and how we handle cancellations, returns, exchange and refunds.
This policy applies to purchases made online or by telephone.
Your rights are protected under:
The Consumer Rights Act 2015
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Nothing in this policy affects your statutory rights.
If you purchased online or by telephone, you have the right to cancel your order within 14 days of receiving goods.
Once you notify us of cancellation, you have a further 14 days to return the goods.
To cancel , please contact:
Email : sales@rocwood.co.uk
Please include your order number and confirmation of cancellation.
We will then provide any further instructions if applicable.
Refunds for Cancellation:
We will refund:
The cost of the goods
The standard delivery charge (if applicable)
Refunds will be issued within 14 days of:
Receiving the returned goods , or
In the case that we have provided postage, evidence of postage
Refunds will be made to your original payment method.
You are responsible for return postage costs unless the item is faulty or not as described.
Under the Consumer Rights Act 2015:
Within 30 Days of Delivery
If your item is faulty, damaged, not as described, or unfit for purpose, you are entitled to reject it for a full refund.
We may request that the goods are returned to us for inspection. In such cases, we will arrange return collection or provide reasonable return costs.
Refunds will be issued within 14 days of confirming the fault.
After 30 Days
After 30 days, you are entitled to a repair or replacement where a fault is confirmed.
If a repair or replacement is not possible, or is unsuccessful, you may be entitled to a price reduction or final rejection in accordance with the Consumer Rights Act 2015.
We will cover reasonable return costs for confirmed faulty goods.
The Consumer Rights Act 2015 does not cover faults arising from:
Fair wear and tear
Misuse or accidental damage
Failure to follow operating or maintenance instructions
Use outside of intended domestic purposes (where applicable)
Consumable components reaching the end of their service life
Where inspection determines that a fault has arisen from wear and tear or misuse, we may refuse a refund or repair under statutory rights. In such cases, we may offer a paid repair service where appropriate.
After six months from delivery, you may be required to demonstrate that the fault was present at the time of delivery.
Any manufacturer or RocwooD warranty is provided in addition to your statutory right
If your item arrives damaged or faulty, please contact as soon as possible:
Email: sales@rocwood.co.uk
Please provide:
Order number
Description of the issue
Photographic evidence
Returned goods must be:
Securely packaged
Complete with all parts and accessories
Accompanied by proof of purchase
If goods are returned damaged due to insufficient packaging , we may reduce the refund accordingly.
Change of mind – You are responsible for return postage.
Faulty , damaged or incorrect items – We will usually provide a prepaid return label or arrange collection. For large and heavy items , courier collection may be arranged. If a collection fails due to customer or goods unavailability , additional charges may apply.
Before returning petrol-powered equipment:
All fuel must be fully drained.
Oil must be secured or drained to prevent leakage.
Goods must be packed securely and boxed up, unless stated otherwise.
Items returning containing fuel may be refused by the courier and returned to sender.
RocwooD Global Ltd cannot accept responsibility for failed collections or delivery due to fuel contamination.
We only offer exchanges for items that are faulty or damaged.
If you require an exchange, please contact us at:
Email: sales@rocwood.co.uk
We cannot accept returns for :
Opened liquids or aerosols
Items used beyond reasonable inspection
Custom or special order items
Items returned outside the stated timeframes
Goods damaged due to misuse or incorrect assembly
All returned items are inspected upon arrival.
If we determine damage has occurred due to misuse or incorrect assembly, we may refuse a refund. In such cases, we will provide our findings.
If you disagree with our assessment , you may provide further evidence for review.
If you have not received your refund:
If you still require assistance after the above:
Email : sales@rocwood.co.uk
We operate a zero- tolerance policy toward abusive behaviour. We reserve the right to cease communication if staff are subjected to inappropriate conduct.
