Refund & Dispute Policy
Refund & Dispute Policy
- Refund Policy
We strive to provide high-quality products and services to all of our customers. If you're not completely satisfied with your purchase, please follow the guidelines below for our refund process.
1.1 Return Conditions
1.Product Condition: Items must be in new, unused, and unworn condition, with all original tags, packaging, and accessories included.
2.Return Timeframe: You have 7 days from the date you receive the item to request a refund. After this period, we are unable to offer refunds.
3.Non-Refundable Items: The following items are non-refundable:
4.Custom or personalized items
5.Opened food, supplements, or hygiene products
6.Downloadable software or virtual goods
1.2 Refund Process
7.Request a Refund: To request a refund, please contact us via email at ranny@irockbrook.com or through our customer service platform. Be sure to include your order number, the reason for the return, and photos of the item.
8.Review & Processing: We will review your request based on the product's condition and reason for return. You can expect a response within 3 business days.
9.Return Address: If your return request is approved, we will provide the return address. Please note that the return shipping cost is the responsibility of the customer unless the item is defective or incorrect.
10.Refund Method: Refunds will be processed back to your original payment method. Processing time may take 7 business days, depending on the payment provider.
1.3 Damaged or Incorrect Items
11.If you receive a damaged, defective, or incorrect item, please contact us within 7 days with relevant evidence (such as photos or videos). We will offer a full refund or a replacement, depending on the situation.
1.4 Special Circumstances
Please note that certain items, such as seasonal products, may have additional restrictions. Always review the product details before making a purchase for specific return conditions.
- Dispute Policy
We are committed to providing excellent service and products. If you encounter any issues or disputes, please follow the steps outlined below to resolve the matter.
2.1 Dispute Resolution
12.Submit a Dispute: If you have an issue with your order, please contact us first via our customer support channels. Provide all relevant details (such as order number, description of the issue, supporting evidence), and we will aim to respond within 7 business days.
13.Resolution Process: We will investigate the dispute and offer an appropriate resolution based on the issue. This may include a refund, replacement, or reshipment of the product, depending on the situation.
2.2 Payment Platform Disputes
14.If you are unable to resolve the issue directly with us and choose to open a dispute through your payment provider (e.g., PayPal, credit card companies), we will follow the platform's dispute resolution process. Please note that once a dispute is opened with the payment provider, this may delay the resolution of your request.
15.We encourage customers to contact us directly for faster issue resolution before initiating a dispute through the payment platform.
2.3 Rejected Disputes
We may reject dispute claims in the following cases:
16.The product does not meet the return criteria
17.The refund request is made outside the allowed timeframe
18.The customer changes their mind or made a mistake with their order
19.The product was damaged due to improper use or handling by the customer
- Contact Information
If you have any questions regarding our refund or dispute policy, please contact us through the following channels:
20.Customer Support Email: ranny@irockbrook.com
21.Customer Support Phone: +86-13923410543
22.Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (excluding holidays)
- Miscellaneous Terms
23.We reserve the right to update or modify this policy as necessary. Any changes will be communicated to you via email or posted on our website.
24.This Refund & Dispute Policy applies only to products and services purchased through our website.
Tips:
25.Clear Return Timeframes and Conditions: Ensure that your refund and dispute policy has clear timelines and conditions for returns to avoid confusion.
26.Transparency in Communication: Maintain clear and prompt communication with customers to resolve issues quickly.
27.Compliance with Local Laws: Make sure your refund and dispute policy complies with consumer protection laws in your country or the countries where you do business. This is especially important for cross-border e-commerce.