Returns Policy

We encourage customers to shop carefully because we do not offer refunds if they change their minds.

However, we will offer a refund, exchange or credit under the following circumstances:

• If the product is faulty.
• The product is significantly different to what was shown or described to you.
• The product is not fit for the purpose you made known to us before we supplied it to you.

If an item is returned, your refund will be made to the original payment method or store credit can be applied.

How to make a return

Have you reviewed our returns policy? Are you eligible to make a return? 

If so, great! We make the return process super easy for faulty or damaged items.

Step 1: Simply email our Customer Care Team at office@rokkebony.com.au with proof of purchase and an accompanying photo, video or explanation of the fault. We will then send you a paid label for your return. 

Please note that your order/receipt number can be found by accessing the ‘My Account’ portal and clicking ‘Order History’. Head to the ‘Online Orders’ section and refer to the relevant order.

The Customer Care Team is happy to help track down your order information if you’re having trouble finding it.

Step 2: Print your paid label and return form—alternatively, you can print out your label at the Post Office. Please ensure that your return form has been correctly filled out.

Step 3: Drop off your securely packaged items with your return form at the post office, post box or parcel locker. 

Once the return has been tested, we will contact you with the outcome.

How long will my return take?

If you’ve returned an item by post it can take up to 14 business days for it to reach our Head Office. But don’t worry—you can track the delivery of your return through the Australia Post tracking number provided on the return paid label.

Reach out to our Customer Care Team via office@rokkebony.com.au if you cannot find your tracking number and we’ll help you out.

Please allow up to 3 business days for your return to be processed after we receive your items.

You should see funds returned within your bank/issuers’ usual processing times if your order is refunded.

If your order requires a gift certificate, please allow a further 48 hours for the gift certificate to be created. 

If your order requires a replacement, this will be processed as per a normal online order, which means you will receive a new order number and tracking number. 

We apologise for any inconvenience caused by returning items and appreciate your patience as we work through it together.

When will I get my refund?

Online refunds are processed via the original payment methods. you will receive funds within your bank or issuer’s usual processing times.

My item is faulty. What should I do?

We are sorry to hear your product is not working the way it should. 

All we need are images of your faulty goods, proof of purchase, and a little patience. We promise that we’re on it! You can find more information on how to return your faulty items here. 

Have you shipped your return to our warehouse or has your order been returned to sender?

Not to worry!

Your parcel will be returned to the sender if your order has been damaged along the way or if there was a delivery issue. This information will be visible on your tracking provided.

Once your order has reached our warehouse, we will contact you and offer a replacement or refund. It’s up to you.

Please let us know if you rejected your delivery and the order is being returned to us. Contact our Customer Care Team via office@rokkebony.com.au